How to Recover Money From an Unauthorised Bank Transaction
The burden of proving a transfer was authorised sits with the bank. What to do in the first hour, and the complaint that starts the clock.
The bank has to prove you authorised it. You do not have to prove you did not. Under the State Bank's electronic fund transfer regulations, as reported, the burden of proving that an electronic transfer was authorised rests on the bank, and where it was not authorised the bank is required to refund it.
That single point changes how this conversation goes, because most people approach their bank apologetically, as though they must first prove their own innocence. Report it clearly, in writing, and quickly.
The first hour matters more than the paperwork
- Call the bank helpline immediately and have the card or account blocked.
- Ask the agent to log a fraud report there and then, and write down the reference.
- Follow the call with a written complaint the same day, by email or at the branch.
- Change your online banking password and your email password.
- Keep the SMS alerts, the app screenshots and the statement showing the entry.
Speed matters because money moving out of your account is often moving onward from the receiving account too. A block requested in the first minutes can catch what an email the next morning cannot. Bank numbers are collected in our list of bank helplines, and blocking the card is covered in our guide to blocking an ATM card.
Put it in writing, because the clock runs on the written complaint
| Stage | Reported position |
|---|---|
| Written complaint to the bank | The bank should respond within 30 days |
| If unresolved or you are unsatisfied | 45 days to take it to the Banking Mohtasib |
| Unauthorised electronic transfer | Burden of proof on the bank, refund required |
| Delay in refunding | Markup reported at 3 per cent above the policy rate |
| Cyber fraud losses | Compensation timelines set by the State Bank |
A phone call is a start, not a complaint. The dates that matter run from a written complaint, so send one even if the helpline was helpful, and keep proof that you sent it.
Say what happened, plainly
Write short and factual. Give the account number, the date and time of the disputed entry, the exact amount, and what the description on the statement says. State that you did not authorise it and that you did not share your PIN, password or one time password with anyone.
Ask for three things: that the transaction be reversed, that you be told the outcome in writing, and that you be given a complaint reference. Do not speculate about who did it or how, because guessing weakens a factual complaint.
Be honest with yourself about what happened
There is a difference between money taken without any involvement from you, and money moved after you were tricked into giving a code. Both are fraud in ordinary language. They are not always treated the same way, because sharing a one time password can be treated as your own act.
Tell the bank the truth anyway. A complaint that unravels because the facts were shaded is worse than one that started honestly, and you may still have a case. If you were deceived into it, that is also a matter for the cybercrime authorities, and we cover reporting in our guide on reporting a cybercrime.
If the bank says no
A refusal from the bank is not the end. The Banking Mohtasib exists for exactly this, it is free, and we set out how to use it in our guide to the Banking Mohtasib.
Take the whole file: your written complaint, the bank's reply, the statement, the alerts, and the reference numbers. The reported window for going to the Mohtasib runs after the bank's response period, so do not let months drift while you wait for a phone call that is not coming.
Wallets are the same problem with different numbers
Mobile wallet losses follow the same shape: block, report, complain in writing, escalate. Recovery of an account you have lost control of is a separate step, and we cover one route in our guide to recovering a blocked JazzCash account.
The prevention rule is the same everywhere and worth repeating because it is the one that fails. No bank, wallet, helpline or government office asks for your PIN or your one time password. Anyone who does is not who they say they are.
Common questions about unauthorised transactions
Do I have to prove I did not make the transaction?
The reported position under the State Bank's electronic fund transfer regulations is that the burden of proving a transfer was authorised sits with the bank.
How long does the bank have to respond?
Reported as 30 days for a written complaint, after which the Banking Mohtasib route is reported to open with a 45 day window.
What if I gave someone the OTP?
Report it anyway and tell the truth about what happened. It may affect how the claim is treated, but concealing it is worse and you may still have a case.
Does the bank owe anything for a delay?
Reporting describes markup at 3 per cent above the State Bank policy rate for the period of delay on an unauthorised transfer. Ask about it rather than assuming it is applied.
Should I go to the police as well?
Where you were deceived or an account was compromised, yes, alongside the bank complaint. The bank complaint is the one aimed at the money.
Last checked and sources
Last checked 26 August 2026. The State Bank website responded to us on that date, but we could not read the electronic fund transfer regulations, the circulars or the complaint timelines on a page we opened. Every rule here, including the burden of proof resting on the bank, the refund requirement, the 3 per cent above policy rate markup for delay, the 30 day bank response period and the 45 day Mohtasib window, is therefore reported, drawn from legal and industry coverage of the State Bank framework, and marked as such throughout. Confirm the current position with your bank or the Banking Mohtasib. This is general information and not legal advice, and a large loss is worth a lawyer.
About the author
Author
Fajr Riaz is a well-talented author at Pakera.pk with expertise in creative content creation/writing and storytelling. Fajr's strength lies in creating engaging articles, detailed guides, and straight narratives that connect with readers and give meaningful insights. With her accurate attention to detail and passion for writing, Fajr has established herself as a pivotal pillar at Pakera and is invaluable.
