In short: If you see an unauthorised debit or card spend you did not approve, treat it as a fraud incident, not a normal merchant dispute. Call your bank’s published fraud line immediately (typed by you), freeze or stop the card if the bank offers that, keep the reference number, and complete any claim form the bank requires. This is different from disagreeing with a purchase you authorised, or trying to unwind an EFT you sent. Nobody can promise the money will be returned. Not financial advice.
Sources: FNB incident reporting process; FNB Security Centre disputes; FNB documents and contacts; Absa Talk to us (Report Fraud); Standard Bank complaints / fraud line; Standard Bank fraudulent activity guidance; SABRIC; National Financial Ombud (NFO).
Fraud vs ordinary dispute (do not mix them)
- Fraud / unauthorised: You did not approve the payment, card presentment, online checkout or app login. Use the bank’s fraud / security path first.
- Ordinary dispute: You authorised the purchase or debit but disagree with the merchant (duplicate charge, goods not received, wrong amount). FNB’s disputes centre states disputes are not fraudulent by nature. Use the card or debit-order dispute path.
- Credit you sent: EFT, RTC or PayShap you pushed yourself follows PASA credit rules, not a fraud button. See the all-banks dispute hub and reverse payment hub for that map.
Act quickly: practical first steps
- Call the bank’s official fraud number from a number you typed yourself (or use in-app click-to-call where the bank publishes it).
- Ask the agent to log the incident and give you a reference number. Save the SMS if one is sent.
- Stop or replace the compromised card or channel if the bank instructs you to.
- Change app, online banking and email passwords you may have exposed. Never share an OTP with a caller.
- Write down every unauthorised line: date, amount, merchant name, channel.
- Where the bank requires a claim form, complete and send it within the bank’s stated deadline (FNB’s incident process asks for the fraud claim form within 3 days of reporting, with feedback themes after about 7 working days once the form is received).
- Report to the South African Police Service where appropriate and keep the case number if your bank asks for it.
Official fraud contacts (confirm live)
- FNB: Single fraud line 087 575 9444 (FNB Security Centre). Separate debit/credit dispute numbers appear on FNB’s documents page for ordinary disputes.
- Absa: Fraud Hotline 0860 557 557 (or the international number Absa publishes), plus in-app report fraud / call-me-back.
- Standard Bank: New fraud incident line 0800 222 050 (South Africa) on Standard Bank’s complaints page; also follow Standard Bank’s fraudulent-activity steps (notify bank, change passwords, document everything, SAPS where needed).
- Capitec / Nedbank / others: Use only the fraud or Client Care number on that bank’s own website or app. Capitec’s published Client Care theme is 0860 10 20 43; confirm on capitecbank.co.za before you dial.
What banks will ask for
Expect transaction details, how you noticed the fraud, whether you shared a PIN/OTP, device or SIM-swap themes, and any police case number. Incomplete forms delay investigation. FNB’s disputes page also reminds customers that raising an ordinary dispute can affect contracts with a service provider; fraud cases follow the security path instead.
If the outcome is still unsatisfactory
Escalate inside the bank first. If still unresolved, the National Financial Ombud Scheme handles many banking complaints after you tried the bank. SABRIC supports industry crime-risk work; use bank and SAPS channels for your personal case.
Last checked: September 2026 against FNB Security Centre incident and disputes pages, Absa Talk to us fraud hotline, Standard Bank fraud/complaints pages, and SABRIC’s public site. Numbers and forms change. Confirm on your bank before you act. Not financial advice.