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What to do first if someone took a loan in your name
Treat an unexpected loan as possible identity theft and a possible financial or cybercrime. Do not wait for a collection call, a missed-payment notice or a damaged credit score to take action. Work through these channels in parallel when they apply:
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- The lender: dispute the loan, request the underlying records and ask for the account to be marked as disputed while it investigates.
- Your bank or payment provider: report any unauthorised debit, transfer or online-account compromise immediately.
- Cybercrime reporting: call 1930 for immediate reporting of suspected cyber financial fraud and submit the online complaint through the National Cyber Crime Reporting Portal.
- RBI escalation: if the regulated lender does not resolve your service complaint, use the Reserve Bank – Integrated Ombudsman Scheme 2026 process after first complaining to the lender.
A police or cybercrime report does not by itself cancel a loan or remove an entry from a credit report. Ask the lender for a written investigation outcome and follow its documented correction process.
Confirm what kind of fraud you are dealing with
A loan you never requested
This may involve stolen identity details, forged documents or misuse of KYC information. RBI consumer guidance identifies loans obtained with forged documents and stolen identity details as a fraud pattern. Gather the loan notice, account number, lender name and the date you first discovered the account before contacting the lender.
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An unauthorised debit or transfer connected to the loan
A fraudulent loan and an unauthorised electronic banking transaction are related but legally different questions. For example, an impostor may have obtained a loan using your details, while an unauthorised debit may separately have been taken from your bank account. Report each issue to the relevant institution; do not assume that rules for electronic-transaction liability automatically cancel the loan.
A suspicious call, message or website
Do not give a caller your PIN, password, one-time password (OTP), card security code or full login credentials. End the call and independently obtain the lender’s telephone number from its official website, app or branch. A person claiming to be helping with your complaint may be attempting a second fraud.
Step 1: Complain to the lender in writing
Use a channel you independently verify
Use the contact details shown on the lender’s official website, mobile app, loan notice or branch. Do not rely solely on a number supplied in an unsolicited SMS or by a caller. If the lender has a branch, take a written complaint there and request a stamped receiving copy; otherwise use the lender’s official email or grievance form and retain the sent message and attachments.
State the dispute clearly
Say that you did not apply for, sign, authorise or receive the loan, if that is accurate. Ask the lender to:
- mark the loan account as disputed while the investigation is pending;
- stop collection activity directed at you while it verifies the identity and documents used;
- provide the loan application, KYC documents, identity-verification records, sanction and disbursal details, repayment instructions and account statement;
- identify the account into which any funds were disbursed and the dates and channels used; and
- give you a written complaint acknowledgement and reference number.
Request that the lender preserve relevant call recordings, device or access logs and correspondence. Whether it can disclose every record may depend on applicable privacy and investigative rules, but making the request creates a clear paper trail.
Keep the complaint factual
Use a short chronology: when the loan first appeared, how you found it, whether you received any money, whether a debit occurred and what you have already reported. Avoid guessing who committed the fraud. Attach copies, not irreplaceable originals, unless the lender specifically requires an original and gives you a receipt.
Step 2: Report unauthorised electronic transactions immediately
If the fraud involved an online banking login, card, wallet, account debit or transfer, notify the bank or payment provider without delay through its 24×7 reporting channels. RBI directions require banks offering electronic banking to provide multiple channels for reporting unauthorised electronic transactions and to take immediate steps to prevent further unauthorised transactions after receiving a report.
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Ask for a complaint number and record the exact time of your report. Change exposed credentials using the bank’s genuine app or website, block affected cards or payment instruments and ask the bank what additional containment steps it has taken. Do not disclose an OTP or password while making the report.
RBI’s customer-liability directions can provide zero-liability treatment in specified circumstances, including certain third-party breaches reported within three working days after the bank’s communication. If the customer shared credentials or otherwise acted negligently, liability can be treated differently until the bank is notified. These rules concern unauthorised electronic transactions; they do not automatically decide whether a loan contract is valid.
Step 3: Report suspected cyber financial fraud through 1930 and the national portal
Call 1930 promptly
The Government of India’s National Cyber Crime Reporting Portal notice says: “In case of Cyber Financial Fraud, For immediate reporting ,Call 1930 (Earlier 155260).(24*7)”. Call as soon as you identify an online financial loss or compromise. Have your identity details, bank or payment information, transaction references, dates, amounts and the lender complaint number ready.
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Submit the online financial-fraud complaint
Use the portal’s financial-fraud route and describe the events in chronological order. Online financial-fraud complaints are handled by the selected State or Union Territory police authority. Save the submission acknowledgement, complaint number and every file you upload.
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- bank statements and online-transfer receipts;
- emails, text messages and chat records;
- webpage addresses associated with the fraud;
- screenshots showing suspect telephone numbers or messages; and
- the lender’s notices, complaint acknowledgement and disputed-account records.
If the police authority asks for additional documents or an in-person statement, provide the originals only against a receipt and keep copies for yourself.
Step 4: Preserve evidence and build a single timeline
A clear timeline helps the lender, bank and police distinguish the loan application, any disbursal and any later transaction. Start a dated log with these entries:
- the first date and method by which you discovered the loan;
- the lender, loan and account identifiers;
- any notice, collection call, email, SMS or credit-report entry;
- any disbursal, debit or transfer, including amount and transaction reference;
- when you contacted the lender, bank, 1930 and the cybercrime portal; and
- each complaint number, acknowledgement and response date.
Download statements and credit-report extracts rather than relying on a live screen that may later change. Keep original email headers where possible, export chats in their native format and retain screenshots with the date and time visible. Do not edit files to make them clearer; if you need to highlight a passage, keep an untouched copy as well.
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Step 5: Protect your identity and credit record while the investigation runs
Secure accounts and documents
Change passwords for email and financial accounts if you suspect compromise, enable available multi-factor authentication and review recent logins and beneficiaries. Inform the lender if your KYC documents were stolen or misused. Be cautious about sending a complete identity document to an unverified address; confirm the recipient and ask how the lender will protect and retain it.
Challenge the credit-report entry through the lender’s process
Send the lender the relevant credit-report extract and ask it to investigate and correct information it confirms is not yours. Keep the lender’s written finding and any correction reference. A cybercrime complaint alone does not remove a credit-report entry, and an entry may remain visible while the dispute is investigated.
Do not make an accidental admission
When speaking with collections staff, repeat that the account is disputed and that you did not authorise it, if true. Do not agree to a repayment plan or make a token payment merely to stop calls before the lender has verified the account. Ask for all demands in writing and keep a record of calls, including the caller’s name, department and reference number.
Step 6: Escalate an unresolved lender complaint to RBI
When the RBI ombudsman route fits
RBI ombudsman redress is for a service deficiency by a covered regulated entity. It is not a replacement for reporting suspected identity theft or criminal conduct to the police and cybercrime authorities. If the lender mishandles your dispute, fails to respond or provides an unsatisfactory service response, you may need both reports.
Use the current scheme, not old 2021 instructions
The Reserve Bank – Integrated Ombudsman Scheme 2026 took effect on 1 July 2026 and replaced the 2021 scheme for complaints received from that date. First complain to the regulated lender and retain proof. The current RBI FAQ provides three filing methods under the 2026 scheme:
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- online filing through RBI’s Complaint Management System (CMS) portal;
- email submission to the Centralised Receipt and Processing Centre (CRPC); or
- physical submission to the CRPC in the manner specified in the current FAQ.
Check the latest RBI FAQ for the exact form, address and submission instructions before filing. Do not copy an older postal address or deadline from an article describing the 2021 scheme.
Use the RBI contact centre correctly
The RBI’s current RB-IOS 2026 FAQ lists 14448 for its contact-centre IVRS, available 24×7. Staff can help with filing procedure and complaint status, but the contact centre is not itself a channel for filing the complaint.
What to attach
Include your lender complaint, acknowledgement or reference number, the lender’s response, relevant statements, the disputed loan notice, credit-report extract and a concise description of the service failure. Explain the remedy you requested and what remains unresolved. Keep the cybercrime report and police communications as supporting records, while recognising that the ombudsman process does not determine criminal guilt.
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Choose the right reporting route
| Route | Best fit | What to expect |
|---|---|---|
| Lender’s grievance channel | Disputing the loan and requesting records, investigation and corrective action | Keep the complaint reference; RBI escalation requires first approaching the regulated entity. |
| National Cyber Crime Reporting Portal and 1930 | Suspected cyber-enabled or online financial fraud | The portal complaint goes to the selected State or Union Territory police authority; preserve supporting evidence. |
| RBI CMS or CRPC under RB-IOS 2026 | Unresolved service complaint against a covered regulated entity | The scheme applies from 1 July 2026; filing is online, by email or by physical submission as specified by RBI. |
Complaint wording you can adapt
Keep the message specific and avoid unsupported accusations. This structure covers the information each recipient needs:
Subject: Dispute of loan not applied for or authorised“I am disputing loan/account [identifier] shown in my name. I did not apply for, sign, authorise or receive this loan. I discovered it on [date] through [notice, account record or credit report]. Please mark the account as disputed, suspend collection activity while you investigate, preserve relevant records, and provide the application, KYC, verification, disbursal and account documents. Please confirm receipt in writing and provide a complaint reference. I request written confirmation of your investigation outcome and any correction made.”
Use the bracketed items only as fields to complete; never send a message containing the brackets.
Quick Recap
Common mistakes that weaken a fraud report
- Waiting: delay can allow further debits or transfers. Report unauthorised electronic activity as soon as it is noticed.
- Using an unverified contact: a scammer may impersonate the lender’s recovery team. Independently verify every phone number, email address and web page.
- Sending only a phone complaint: insist on a written acknowledgement and reference number.
- Deleting messages: preserve emails, SMS, chats, screenshots and call details before changing devices or accounts.
- Assuming one report solves every issue: lender dispute, transaction report, cybercrime complaint and RBI service escalation address different functions.
- Quoting old RBI guidance: use the RB-IOS 2026 instructions for complaints received from 1 July 2026.
- Promising a liability outcome: electronic-transaction liability depends on the facts, reporting timing and whether credentials were shared; it is not an automatic cancellation rule for a loan.
Final checklist
- Verified the lender’s official contact channel.
- Disputed the loan in writing and obtained a reference number.
- Requested the application, KYC, verification, disbursal and account records.
- Reported every unauthorised debit or transfer to the bank or payment provider.
- Called 1930 and filed the financial-fraud complaint on the national portal when online fraud was involved.
- Saved statements, credit-report extracts, notices, messages, screenshots and receipts.
- Kept a dated timeline of discovery, transactions and every report.
- Asked the lender for a written investigation result and followed its credit-record correction process.
- Escalated an unresolved service complaint through RBI’s CMS, CRPC email or physical process under RB-IOS 2026 after first approaching the lender.
- Kept PINs, passwords, OTPs and full credentials private, including from people claiming to assist.
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