16th October 2025, Kathmandu
The proactive public notice from Nepal Bank Limited serves as an essential reminder that financial security in the digital age requires not only vigilance but also a clear plan of action when a scam or unauthorized transaction occurs.
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If you suspect you have been targeted by a social media scam, a phishing attempt, or if you notice unauthorized activity in your account, immediate and decisive action is critical to maximize the chance of recovering funds and aiding legal investigation.
This SEO article provides a comprehensive, two-pronged strategy for reporting online banking fraud in Nepal, detailing the necessary steps to take with your bank and with the law enforcement authorities, specifically the Nepal Police Cyber Bureau. Adhering to these procedures is vital for initiating both the financial recovery process and the criminal investigation.
First Response: Contacting Nepal Bank Limited Immediately
The absolute first step upon discovering or suspecting fraud is to inform your bank. Time is of the essence; the sooner the bank is alerted, the higher the likelihood they can freeze the unauthorized transaction or account.
The Critical Steps with Your Bank:
Dial the Hotline: Immediately call the Nepal Bank Limited customer service number. While the public notice provides 01-5571222 as the general call center, the bank’s security information specifies the customer service and fraud reporting line as 01-5971177. State clearly that you are reporting a fraudulent transaction or security breach.
Secure Your Account: Request that the bank immediately freeze or block the affected accounts, debit cards, or internet/mobile banking credentials associated with the suspected fraud. This is the fastest way to prevent further loss.
Send a Detailed Email Report: Follow up your phone call with a detailed email. Nepal Bank Limited provides two specific email addresses for security and grievances: gunaso@nepalbank.com.np and infosec@nepalbank.com.np. Include the following in your email:
- Your account number and full name.
- The exact date, time, and amount of the unauthorized transaction(s).
- The nature of the scam (e.g., social media impersonation, fake loan offer, phishing link).
- Copies of all supporting evidence, such as screenshots of the fraudulent messages, calls, or social media profiles.
Record Information: Note down the name of the bank representative you spoke to, the time you called, and any reference number the bank provides for your report. This documentation will be crucial for follow-up and legal proceedings.
The bank will initiate an internal investigation and advise you on securing your digital access, which may include changing all your passwords and PINs immediately after the call. Remember, the bank is your primary partner in stopping the financial bleeding.
Second Response: Filing a Complaint with Nepal Police Cyber Bureau
For the fraudulent act to be officially investigated and prosecuted under the Electronic Transactions Act (ETA), 2063, a formal complaint must be lodged with the law enforcement agency responsible for cybercrime: the Nepal Police Cyber Bureau. This step is often mandatory for the bank to proceed with certain financial dispute resolutions.
- The Process for Reporting Cyber Financial Fraud:
Gather Essential Evidence: Before filing the complaint, compile all available evidence. This typically includes: - A copy of your Nepali Citizenship Certificate (or National ID/Passport).
- Screenshots of the entire fraudulent conversation, social media profile, or phishing email (make sure they are clear and readable).
- Transaction details: Date, time, amount, and the recipient’s account/digital wallet ID or phone number (if known).
- The URL or ID of the scammer’s social media profile or contact information.
- If the incident involves email, the Email Header (softcopy) is an essential technical piece of evidence.
- Lodge the Complaint: You have two primary options for officially submitting your complaint:
- In-Person Submission: Visit the Nepal Police Cyber Bureau office (located in Bhotehity, Kathmandu for those in the Valley) or your nearest District Police Office (Jilla Prahari Karyalaya). This is generally the most effective method, as you can clarify details in person.
- Email Submission: If you cannot be physically present, you can email the detailed complaint and all supporting documents to the official email address: cyberbureau@nepalpolice.gov.np. Ensure your email is comprehensive, attaches your ID copy, and explicitly requests the registration of your complaint for online financial fraud.
- Follow Up and Inquiry: After lodging the complaint, whether in person or via email, it is necessary to follow up. You can contact the Cyber Bureau’s official hotline at 01-5319044 during working hours. For follow-up specifically related to online fraud cases, they have a dedicated extension, 108, available. If you’ve sent a petition via email and haven’t received a registration number, you can follow up by dialing extension 114.
Proactive Security Measures and Digital Preparedness
In addition to knowing how to report, adopting a proactive mindset is the most robust defense against financial fraud. Always remember the bank’s cardinal rule: Nepal Bank Limited will never ask you for your OTP, PIN, password, or CVV/security code.
- Verify Official Channels: Always cross-check any message or contact attempt against NBL’s official channels (website, verified social media handles) mentioned in their notice.
- Use Strong Passwords and Multi-Factor Authentication (MFA): Ensure you use unique, complex passwords for your banking and social media accounts and enable MFA wherever possible.
- Be Skeptical of Offers: Genuine banks do not offer massive lottery winnings, gift programs, or instant, high-paying work-from-home jobs via social media DMs or unsolicited emails. Treat any offer that requires you to share sensitive information or pay a “processing fee” as a guaranteed scam.
- Regular Account Monitoring: Check your account statements and transaction history frequently. Early detection is the key to minimizing losses from unauthorized transactions.
By immediately alerting Nepal Bank Limited and formally filing a complaint with the Nepal Police Cyber Bureau, you take the necessary legal steps for investigation, increasing the chance of asset recovery and helping law enforcement dismantle these fraudulent networks, thereby securing the wider Nepali digital finance ecosystem.
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