If money is moving right now, call us before reading further. Card loss and fraud reporting is staffed 24 hours a day, every day.
Do this right now
Freeze every card
Sign in and open Cards, then toggle Freeze on each card. It takes seconds, stops new transactions instantly, and is completely reversible if the card turns up.
Change your password
Use a password you have never used anywhere else, then choose "Sign out everywhere". Do this from a device you trust — not the one you suspect is compromised.
Call us
Phoning is faster than any written channel, and speed is what determines whether funds still in flight can be stopped. Use the number on our contact page or the back of your card.
Keep the evidence
Do not delete anything. Messages, emails, transaction references and the phone numbers used are all evidence.
Report it to the authorities
Contact your local police or national fraud reporting service and note the crime reference. Give it to us when you have it.
Which situation are you in?
- Card mislaid, probably at home
- Freeze it. A frozen card left frozen costs you nothing, and unfreezing restores everything instantly when you find it.
- Card lost or stolen
- Freeze it, then report it so the card is cancelled and replaced with a new number. Issue a virtual card in the meantime so you are not left without a way to pay.
- Transactions you did not make
- Report as fraud, not as a dispute — the two go to different teams on different timelines. Freeze the card first.
- Someone accessed your online banking
- Change your password, sign out everywhere, remove unrecognised devices under Profile → Security, then call us.
- You were tricked into sending a payment
- Say explicitly that it was a scam. Authorised push payment fraud is handled on a faster track than an ordinary payment error, and the first hour matters.
- You gave someone remote access to your device
- Disconnect that device from the internet and stop using it for banking. Change your password from a different device, then call us.
- You received a suspicious message
- Do not click anything. Forward it to us so we can have the site taken down, then delete it.
What we will do
- 1Secure the account immediately — blocking cards, ending sessions and adding enhanced monitoring.
- 2Attempt to stop or recall any payment still in flight. This depends on the receiving bank's cooperation and cannot be guaranteed, but speed materially improves the odds.
- 3Review recent activity with you and identify anything else affected.
- 4Open a formal case and give you a reference.
- 5Investigate and keep you updated at each stage rather than leaving the case silent.
- 6Issue replacement cards and restore access once the account is secure.
Your liability position
You are generally not liable for unauthorised transactions where you kept your security details confidential and reported promptly. Delay after you knew or suspected a problem is the main thing that can weaken that position — which is why the first call matters more than a perfectly written account of events.
What we will never ask you for
If someone asks for any of these, it is not us
End the conversation. Wait five minutes or use a different phone, then call the number on the back of your card. Caller ID can be forged to display our real number, so what appears on your screen proves nothing.
- Your password, or any part of it.
- Your card PIN.
- A one-time passcode or authenticator code.
- Your full card number and security code by phone or email.
- To move money to a "safe account" or any account we name for you.
- To install remote access software so we can "fix" something.
- To pay a fee or tax to release a transfer, loan or inheritance.
- To buy gift cards or cryptocurrency for any reason.
We may call you about unusual activity, but the conversation only goes one way: we ask you to confirm whether a transaction was yours. Nothing more.
In the days after
- Review your beneficiary list and remove anything you do not recognise.
- Check trusted devices under Profile → Security and remove any you do not own.
- Update subscriptions and digital wallets that stored the old card, or those payments will start failing.
- Change the password on any other account where you had reused the same one.
- Turn on an authenticator app if you were relying on SMS codes.
- Watch for follow-up contact — victims are often targeted a second time by someone offering to "recover" the funds for a fee. That is always a scam.
One more thing
Never feel embarrassed
Modern scams are professionally produced, well researched and convincing. They work on careful people every day. Reporting quickly matters enormously; how it happened matters very little.
Availability: card loss and suspected fraud are handled 24 hours a day. General enquiries follow standard support hours — Monday to Friday, 08:00 – 20:00 local time. Card loss and fraud reporting is staffed 24/7.
Documents you may also need
Security Centre
How Prime Wealth Corporation Bank protects your money and your data, what we will never ask you for, and the handful of habits that stop almost every attack.
Legal & RegulatoryComplaints & Dispute Resolution
How to tell us something has gone wrong, what we will do about it, how long it will take, and what to do if our answer does not satisfy you.
SecurityResponsible Disclosure
How to report a security vulnerability to Prime Wealth Corporation Bank, what is in scope, what we ask of you, and the safe harbour we offer for good-faith research.
This document was last updated on 1 August 2026. We publish the current version here at all times; superseded versions are available on request.
If anything on this page is unclear, write to us and we will explain it.