You discovered unauthorized transactions on your bank account? Your account was emptied by fraudsters? Transfers you never made appear on your statements? Act immediately. Every minute counts to maximize your chances of recovering your money.
URGENT: Call your bank NOW
If you discover fraudulent transactions, immediately call your bank's fraud department (number on the back of your card). Every hour that passes reduces your chances of recovering the money. Read this guide AFTER contacting your bank.
How Do Fraudsters Access Your Account?
1. Phishing
You receive an email or SMS that appears to come from your bank. It asks you to "verify your account" or reports "suspicious activity." The link leads to a fake site that captures your credentials.
2. Vishing (Phone Scam)
Someone calls you pretending to be from your bank. They claim there's an urgent problem and ask for your login information or a verification code.
3. Malware / Virus
Malicious software installed on your computer or phone captures your passwords when you log into your online banking.
4. Data Breach
Your information was compromised in a data breach from a company. If you use the same password everywhere, fraudsters can access your bank.
5. Card Interception
Your new bank card was intercepted in the mail, or a skimming device was installed on an ATM.
Real Examples Reported in Quebec
"I received a text from 'Desjardins' saying my account was blocked. I clicked the link and entered my information. The next day, $8,000 had disappeared from my account." — Sylvie, Montreal
"Someone called me claiming to be from my bank's security. They knew my name and the last digits of my card. They asked for a code I received by text. I gave the code. They emptied my account." — Michel, Quebec City
"I noticed small purchases of $5-10 on my card. I didn't pay attention. Then one morning, $3,500 had been withdrawn." — Caroline, Laval
"My new credit card never arrived. I called the bank 2 weeks later. Someone had activated it and made $12,000 in purchases." — Jean, Sherbrooke
What to Do Immediately?
Urgent Actions (in the first hours):
- Call your bank's fraud department — Number on the back of your card, available 24/7
- Have your cards and access blocked — Request immediate freeze of your account
- Change all your passwords — Online banking, email, other financial accounts
- Note the fraudulent transactions — Dates, amounts, descriptions
- Request a case number — Important for follow-up
In the Following 24-48 Hours
- File a police report — Get a report number (required by some banks)
- Report to the Canadian Anti-Fraud Centre — 1-888-495-8501
- Check your credit file — Equifax and TransUnion, to detect other fraud
- Place a fraud alert on your credit file
- Scan your devices — Full antivirus on computer and phone
Your Rights in Case of Banking Fraud
In Quebec, banks are required to reimburse you for fraudulent transactions if you were not negligent and if you reported quickly. The deadline to report is generally 30 days after receiving your statement. The faster you report, the better your chances.
Bank Refuses to Reimburse?
If your bank refuses to reimburse you, you have recourse:
- Request a written explanation of the refusal
- Escalate to the bank's complaints department
- Contact the Ombudsman for Banking Services (OBSI) — obsi.ca
- File a complaint with the AMF if it's a Desjardins caisse
- Consult a lawyer for significant amounts
What the Bank May Hold Against You
Banks can refuse reimbursement if they prove you were "negligent": sharing your PIN, giving your codes by phone, clicking on an obvious phishing link. However, courts often side with consumers. Don't give up too quickly.
How Report Quebec Can Help You
Our support:
- Complete documentation of your case for your procedures
- Detailed timeline of events for police and bank
- Letter templates to contest a refusal of reimbursement
- Guidance to recourse — Ombudsman, AMF, small claims
- Prevention advice to prevent it from happening again
Victim of Bank Hacking?
Document your case with us. A well-structured file increases your chances of reimbursement.
File a Report