Bank Fraud Complaint in Nepal: 24/7 Contacts and First-Hour Steps to Freeze Your Money

As of 24 October 2026 (7 Kartik 2083). Checked against the Nepal Police Cyber Bureau’s contact and complaint pages, the contact sections of nine bank and wallet websites (opened on this date), Standard Chartered Nepal’s fraud alert notice, eSewa’s dispute page, and news reports on Nepal Rastra Bank’s festive-holiday notices from ShareSansar (14 and 20 October 2026) and Republica (15 October 2026).

A bank fraud complaint in Nepal works best when it is made in the first hour, while the stolen money may still be sitting in the first account or wallet it landed in. Once it has been split across several accounts and withdrawn, recovery becomes slow and uncertain. This guide gives you the numbers to call, in the right order, and a checklist you can follow with shaking hands.

It also explains a detail most people miss: some “24×7 account freeze” numbers that banks now publish are meant for police officers, not customers. Calling the right line saves time.

Quick answers

What changed this festive season

On 14 October 2026, ShareSansar reported that Nepal Rastra Bank (NRB) had told banks and financial institutions to strengthen cyber-fraud measures during the Dashain, Tihar (Deepawali) and Chhath holidays of 2083. Each institution was asked to name a responsible focal person who can share transaction details on suspected electronic fraud quickly and coordinate with the authorities.

A second notice, from NRB’s Payment Systems Department, covered payment service providers and payment system operators, which includes wallets. According to ShareSansar, they were told to identify suspicious wallets and transactions and block or hold them when needed for investigation. Both groups had to send the focal person’s name, designation, mobile number and a 24/7 monitored email to the Cyber Bureau at Nepal Police Headquarters.

Republica’s report of 15 October adds useful context. It says stakeholders put police complaints about financial fraud at around 200 to 300 a day, and that delays in freezing funds are the main obstacle to getting money back. Republica also reports that Nepal Police has started setting up an Anti-Scam Centre with NRB, banks, wallets, internet providers and telecom companies, pending budget approval.

Our reading: the focal-person system speeds up the step between the police and the bank. It does not replace your own call to your bank. On 20 October, NRB’s public advisory (as reported by ShareSansar) told victims to contact their bank’s 24/7 customer service through the official number and to report to the Cyber Bureau.

The first hour: a bank fraud complaint checklist

Follow these steps in order. Do the first three within minutes.

1. Stop the bleeding. If you shared an OTP, PIN or password, or installed an app someone asked you to install, turn on airplane mode on the affected phone. Use another phone to make calls.
2. Call your bank or wallet’s customer care number. Use only the number on the official website, the back of your card, or inside the official app. Never call a number from an SMS, social media post or the person who scammed you.
3. Ask for three specific things. Block the card, block mobile and internet banking, and put a hold on the account. Then ask them to flag the receiving account or wallet as fraudulent.
4. Write down the reference. Note the time of your call, the name of the person you spoke to, and any ticket or complaint number.
5. Collect your evidence. Take screenshots of the transaction SMS, app statement, chat messages, call log, the scammer’s number, profile link, and any payment QR code. Copy the transaction ID and the receiver’s account or wallet number exactly.
6. Report to the Cyber Bureau. Call the duty officer line (+977 9851286770, or 01-5319044 extension 100). Then send a written complaint, as described below.
7. Change your passwords from a clean device. Start with mobile banking, email and the wallet. Remove unknown devices from your Google or Apple account.
8. Follow up the next working day. Ask your bank in writing whether the hold was placed and whether the receiving bank responded.

If you are not sure whether something is fraud, act as if it is. A blocked card can be reopened. Money that has been withdrawn in cash usually cannot be pulled back.

24/7 bank and wallet numbers we verified

These numbers were read from each institution’s own website on 24 October 2026. We list only what the site itself shows. Where the site does not say the line works around the clock, the table says so. Banks not listed are not less safe; their websites either blocked our checks or did not show a clear number.

The “law enforcement only” lines

Nabil Bank’s “24×7 Account Freeze Support” page and Nepal Bank’s “24×7 Temporary Account Block Service” both show a mobile number, but both pages state it is for financial crime investigation or law enforcement officials only. Nabil’s page links this to an NRB circular. We have left those numbers out on purpose.

Our reading: this is how the NRB focal-person system is meant to work. You call customer care and the Cyber Bureau; the police then use the dedicated line to get the receiving account held quickly. Calling the police-only line yourself may waste the minutes you need.

How to file the Cyber Bureau complaint

The Cyber Bureau’s “report cyber crime” page has a separate application for electronic financial fraud (विद्युतीय माध्यम सम्बद्ध ठगी, online financial fraud). You can type it or write it by hand, in English or Nepali.

1. Download the online financial fraud application from cyberbureau.nepalpolice.gov.np/report-cyber-crime/.
2. Fill in every detail you have: dates, times, amounts, transaction IDs, the receiving account or wallet, and the scammer’s phone number or profile.
3. Attach a copy of your citizenship, national ID, passport or driving licence. For a child, attach the birth registration.
4. Attach the links (URLs) and clear screenshots. The bureau marks both as compulsory.
5. Submit it at your nearest district, area or ward police office, at the Cyber Bureau office in Bhotahiti, Kathmandu, or by email to cyberbureau@nepalpolice.gov.np.
6. If you emailed it and did not get a registration number, call 01-5319044 and ask for extension 114. For follow-up on an online fraud case, the extension is 108.

Our earlier guide on filing a Cyber Bureau complaint walks through the application form section by section.

Wallet fraud: eSewa and Khalti

Wallet fraud follows the same first-hour rule, but each wallet also has its own dispute process.

eSewa’s “Report Dispute, Fraud and Misuse” page asks you to email transaction details and the contact details of the parties involved to csd@esewa.com.np within 45 calendar days. It says eSewa holds the funds linked to a disputed transaction so they cannot be withdrawn. You and the other party then have 20 days to settle or escalate the dispute to a written claim, and eSewa says it tries to resolve claims within 30 days.

Khalti’s contact page lists customer support office hours of Sunday to Friday, 9 am to 6 pm, with Saturday and public holidays off. Outside those hours, it lists a grievance line marked 24×7. The site also states that Khalti and IME Pay have merged, so former IME Pay users should use Khalti’s contacts.

What a bank can and cannot do after you call

A bank can block your card, your digital channels and your own account straight away. It can flag the receiving account if it holds that account too.

If the money went to another bank, your bank has to coordinate with the receiving bank, and usually with the police. That is the delay the NRB notices and the planned Anti-Scam Centre try to shorten. Republica notes that Section 52 of the Electronic Transactions Act, 2063 provides for recovering money obtained through such fraud from the offender, but recovery still depends on the money being found and held.

Our reading: a hold is not a refund. Expect the refund question to take weeks, and keep every reference number. For the longer process, see our online fraud recovery guide.

Common mistakes that slow down a bank fraud complaint in Nepal

• Searching for the bank’s number on social media. Fake “customer care” pages are a known scam. Use the bank’s website or the back of your card.
• Waiting until the branch opens. Digital transfers keep running on holidays. Call customer care the same hour.
• Deleting the chat out of embarrassment. The messages are your evidence. Screenshot first.
• Paying a “recovery agent”. Anyone who promises to get your money back for an advance fee is usually running a second scam.
• Not checking your limits. Lower daily transfer limits reduce the damage of any future fraud; our note on mobile banking transaction limits explains how they work.

Save these numbers before you need them

Put your own bank’s customer care number and the Cyber Bureau duty line in your phone contacts today, under names you will find quickly. Add them on a second phone in the family too. In the moment, people waste minutes searching.

NRB’s 20 October advisory, as reported by ShareSansar, also repeats three rules worth teaching older relatives: banks do not call to ask for OTP, PIN or password; a message saying your account “has been blocked” is a common trick; and scanning a QR code is for paying money, not receiving it.

Frequently asked questions

Can I call the “24×7 account freeze” number on my bank’s website?

Check the label first. Nabil Bank and Nepal Bank state that their 24×7 freeze or block lines are for law enforcement officials only. As a customer, call the bank’s customer care number and report to the Cyber Bureau; the police use the dedicated line.

What is the Cyber Bureau’s 24-hour number?

The Cyber Bureau’s contact page lists the duty officer (24×7) at +977 9851286770 and 01-5319044, extension 100. For general police emergencies, dial 100.

Will my money be returned if I report within an hour?

Not guaranteed. Reporting fast improves the chance that the receiving account is held before the money is moved or withdrawn. A refund then depends on the investigation and the banks involved.

Do I need to go to Kathmandu to file a complaint?

No. The Cyber Bureau accepts complaints at district, area and ward police offices, or by email to cyberbureau@nepalpolice.gov.np with your ID copy, links and screenshots attached.

Where do I complain if my bank did not act?

You can file a complaint with Nepal Rastra Bank through its Grievance Management System at gunaso.nrb.org.np. Keep your call time and ticket number to show when you first reported it.

Conclusion

A bank fraud complaint in Nepal has two parts that run side by side: a call to your bank or wallet to block and hold, and a report to the Cyber Bureau so the police can reach the receiving account. Nepal Rastra Bank’s festive-season notices have made the second part faster, but only if you start the first part in the first hour. Save the numbers above today, and use only official channels when it matters.

Sources

• Nepal Police Cyber Bureau, contact numbers and email (accessed 24 October 2026): https://cyberbureau.nepalpolice.gov.np/about-us/contact-us/
• Nepal Police Cyber Bureau, report cyber crime page (accessed 24 October 2026): https://cyberbureau.nepalpolice.gov.np/report-cyber-crime/
• ShareSansar, “Nepal Rastra Bank Urges Banks to Strengthen Cyber Fraud Monitoring During Festive Holidays” (14 October 2026): https://www.sharesansar.com/newsdetail/nepal-rastra-bank-urges-banks-to-strengthen-cyber-fraud-monitoring-during-festive-holidays-2026-10-14
• ShareSansar, “NRB Directs Payment Service Providers to Strengthen Cyber Fraud Monitoring During Festive Holidays” (14 October 2026): https://www.sharesansar.com/newsdetail/nrb-directs-payment-service-providers-to-strengthen-cyber-fraud-monitoring-during-festive-holidays-2026-10-14
• ShareSansar, “Nepal Rastra Bank Urges Public to Stay Alert Against Digital Fraud During Dashain” (20 October 2026): https://www.sharesansar.com/newsdetail/nepal-rastra-bank-urges-public-to-stay-alert-against-digital-fraud-during-dashain-2026-10-20
• Republica, “NRB directs banks to designate 24-hour contacts to curb cyber fraud” (15 October 2026): https://myrepublica.nagariknetwork.com/news/nrb-directs-banks-to-designate-24-hour-contacts-to-curb-cyber-fraud-42-13.html
• Global IME Bank, home page contact section (accessed 24 October 2026): https://www.globalimebank.com/
• Standard Chartered Bank Nepal, fraud alert notice (accessed 24 October 2026): https://av.sc.com/np/content/docs/np-scbnl-fraud-alert-notice.pdf
• NMB Bank, home page contact details (accessed 24 October 2026): https://www.nmb.com.np/
• Everest Bank, contact page (accessed 24 October 2026): https://everestbankltd.com/supports/how-do-i/contact/
• Nabil Bank, 24×7 Account Freeze Support page (accessed 24 October 2026): https://www.nabilbank.com/content/24×7-account-freeze-support
• Nepal Bank, home page contact section (accessed 24 October 2026): https://www.nepalbank.com.np/
• Laxmi Sunrise Bank, home page contact section (accessed 24 October 2026): https://www.laxmisunrise.com/
• eSewa, home page contact details (accessed 24 October 2026): https://esewa.com.np/
• eSewa, Report Dispute, Fraud and Misuse (accessed 24 October 2026): https://blog.esewa.com.np/report-fraud-and-misuse
• Khalti, contact page (accessed 24 October 2026): https://khalti.com/contact/

This guide is general information, not legal advice; confirm numbers on your bank’s official channels, as they can change.

Written by

Rabin Paudel

Rabin Paudel is the Founder of Digital Solution, a Content Creator, and an AI Trainer. He shares practical and easy-to-understand content on Artificial Intelligence, Digital Literacy, Online Services, FinTech, and Technology. His mission is to make technology simple, accessible, and useful for everyone.

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