How to contact your bank after a fraudulent transfer

Speed is everything

The first hours determine what options remain. Funds moved by wire or crypto can leave the financial system quickly; card chargebacks and e-Transfer recalls have defined windows.

Step by step

1. Call the fraud line of your bank immediately — the number is on the back of your card. Say clearly: “I need to report an unauthorized or fraudulent transaction, and request a recall or chargeback.”
2. Provide specifics: dates, amounts, recipient name and account/institution if known, method (e-Transfer, wire, card, pre-authorized debit).
3. Ask explicitly which remedies apply: Interac e-Transfer recall/cancellation, wire recall request, chargeback (Visa/Mastercard dispute), or account freeze on the receiving institution.
4. File in writing (secure message or branch) so there is a timestamped record, and get a reference number.
5. Report to the Canadian Anti-Fraud Centre and your local police — banks often require a police report number for formal disputes.

If the bank says no

Ask for the decision in writing with reasons. You can escalate to the bank's internal ombudsman, then to the ADR Chambers Banking Ombudsman or Ombudsman for Banking Services and Investments (OBSI) depending on the institution. Provincial consumer protection offices can also advise.

Important distinction

TrustTrace is not a bank, regulator, or ombudsman. We can document your case, advise on process, and refer you — but only your financial institution and official bodies can order funds returned.