Section 1: Introduction – Digital Banking and the Rise of Online Frauds

In today’s world, most people prefer digital banking and cashless payments. Whether it is the SBI YONO app, UPI payments, or internet banking – almost everything can be done with just a few clicks. Digital banking has made life easier, but at the same time, cases of online fraud have also increased rapidly.

Fraudsters, or cyber criminals, are using new tricks and social engineering techniques to cheat customers. Many users unknowingly share their user ID, password, OTP, Aadhaar number, PAN, or debit/credit card details. Once these details are stolen, fraudsters carry out unauthorized transactions and money is taken away from the customer’s bank account.

Although the Reserve Bank of India (RBI) and State Bank of India (SBI) are working constantly to strengthen security systems, it is not possible to stop fraud completely. That is why SBI has created a detailed Standard Operating Procedure (SOP) to handle such cases. This SOP explains how customers can report unauthorized transactions, how the bank will investigate, and under what conditions customers will get compensation.

In this blog, we will cover step by step:

What are the common types of online banking frauds
How fraudsters trick people into sharing details
The official process to report fraud in SBI YONO and UPI
How the bank resolves complaints and decides liability
The compensation policy and how customers can get their money back
Practical safety tips to protect yourself from digital fraud

Digital banking is the future. It is safe and convenient if we use it carefully. The key is to stay aware and take quick action whenever you notice anything suspicious.

Section 2: Common Types of Online Banking Frauds

Online frauds can happen in many different ways. Most of them are designed to trick customers into sharing personal details like OTP, passwords, or card numbers. Here are the most common types of online banking frauds that SBI customers should know about:

1. Phishing

Phishing happens when fraudsters send fake emails that look like they are from your bank. These emails usually ask you to “update your account” or “verify your details” by clicking a link.
Once you click the link, it takes you to a fake website that looks exactly like the bank’s official website. If you enter your details there, the fraudster will immediately use them to steal your money.

Example:
You receive an email saying – “Dear Customer, your account will be blocked. Click here to verify your account.”
This is a classic phishing attempt.

2. Smishing

Smishing is just like phishing, but it happens through SMS messages. Fraudsters send messages with links or phone numbers, pretending to be the bank.

Example:
“Your SBI YONO account is blocked. Click the link to reactivate.”
If you click that link, you may download a virus or share your sensitive details.

3. Vishing

Vishing stands for voice phishing. In this method, fraudsters call customers by pretending to be SBI employees or government officials. They use fear or urgency to get personal details.

Example:
A fraudster might say – “I’m calling from SBI. We noticed suspicious activity in your account. Please share your OTP to secure it.”
Remember: SBI never asks for OTP or PIN over phone calls.

4. SIM Swap Fraud

In this type, criminals get a duplicate SIM card of your mobile number by tricking the telecom operator. Once they have control of your SIM, they start receiving all your OTPs and SMS alerts. With that, they can easily make fraudulent transactions.

5. Fake Apps and Links

Fraudsters often create fake mobile apps or share download links that look similar to SBI YONO. Once installed, these apps steal your personal and banking information in the background.

6. UPI Frauds

With the growth of UPI, fraudsters have found new tricks:

Sending collect request on UPI and asking customers to approve it.
Tricking users into entering their UPI PIN for “receiving money”.
Remember: To receive money on UPI, you never need to enter your PIN.

7. ATM and Card Frauds

Fraudsters sometimes use skimming devices on ATMs to copy card details. Hidden cameras are also placed near ATM machines to capture PINs. Later, they use this data to make duplicate cards and withdraw money.

8. Social Engineering Scams

This is a broad category where criminals use fear, urgency, greed, or trust to cheat people. Example – a call saying you won a lottery, or that your PAN card will be blocked if you don’t share details.

Quick Tip:
Always remember, SBI or any genuine bank never asks for your password, PIN, or OTP over phone, email, or SMS. If someone is asking, it’s a fraud.

Section 3: How Fraudsters Trick Customers – Real-Life Scenarios

Fraudsters are experts in psychological tricks. They use fear, urgency, and trust to make customers act quickly without thinking. Let’s look at some common scenarios where people get cheated:

1. Fake Account Blocking Alert

You suddenly get an SMS or email saying:
“Dear SBI Customer, your account has been blocked for security reasons. Click here to reactivate.”

In panic, many customers click the link.
The link opens a fake SBI website.
When you enter your username, password, or OTP, the fraudster immediately captures it and makes unauthorized transactions.

Reality: SBI never blocks accounts suddenly without official notice.

2. Lottery or Cashback Scam

You get a call:
“Congratulations! You have won ₹50,000 cashback in your YONO account. To claim, please share your OTP.”

The excitement of winning money makes customers careless.
They share OTP thinking they will get money credited.
In reality, that OTP is used to debit money from their account.

3. Urgent KYC Update Calls

Fraudsters call and say:
“Your SBI KYC is incomplete. If you don’t update it today, your account will be frozen.”

Customers, worried about losing access to their account, share Aadhaar, PAN, OTP, and other details.
Fraudsters then misuse this data to withdraw money or open fraudulent accounts.

4. UPI Collect Request Trick

Fraudsters send a UPI request with a message: “Refund for online purchase” or “You have received money.”

Customers assume they are receiving money.
But when they enter their UPI PIN, money actually goes out of their account.

Rule to remember: To receive money via UPI, you don’t need to enter a PIN. PIN is only for sending money.

5. Fake Tech Support or Bank Staff

You receive a call from someone saying:
“I’m from SBI Technical Team. Your YONO app is not secure. Please download this new app.”

Customers download the app which is actually malware.
This app secretly records keystrokes and transfers confidential banking details to fraudsters.

6. SIM Swap Trap

Fraudsters visit a telecom store with fake ID proof and request a duplicate SIM card of your number.

Once they get it, your SIM stops working.
Now they receive all SMS alerts and OTPs.
They log into your banking apps and steal money.

7. Social Media Traps

Sometimes, fraudsters also use social media like Facebook, WhatsApp, or Telegram. They create fake “SBI Helpdesk” accounts and reply to customer complaints.

Customers share account details thinking they are talking to the bank.
Fraudsters misuse the information immediately.

Golden Rule:
If someone is forcing you to share details urgently or promising “quick money,” it’s almost always a fraud. Always pause and verify before acting.

Section 4: SBI’s Safety Measures in YONO

State Bank of India (SBI) knows that digital frauds are increasing. That’s why the bank has built multiple layers of security in the YONO app and other digital platforms. These measures help in reducing fraud risk and keeping customer accounts safe. Let’s look at the major safety features:

1. SIM Binding Technology

YONO app works only with the mobile number registered with the bank.
When you try to log in, the system checks your SIM card details.
If the SIM is different, login is not allowed.

This makes it harder for fraudsters to access your account from another mobile phone.

2. Device Binding

YONO can be used only on one mobile device at a time.
If you change your phone, you must re-register with OTP verification.
This prevents criminals from logging into your account on their devices.

3. End-to-End Encryption

All communication between your mobile and SBI servers is encrypted.
This means even if hackers try to intercept your data, they cannot read it.

4. Two-Factor Authentication

To log in or complete high-value transactions, SBI requires two steps of verification:
1. Your login password or MPIN
2. An OTP sent to your registered mobile number

Even if someone knows your password, they cannot complete a transaction without OTP.

5. Automatic Logout

If the app is inactive for a few minutes, it logs out automatically.
This protects your account if you forget to close the app.

6. Suspicious App Detection

YONO has a feature to detect harmful apps installed on your phone.
If such apps are found, YONO alerts you and may block login for safety.

7. Limited Transaction Amounts

By default, there are transaction limits on UPI, fund transfers, and wallet payments.
If customers want to increase limits, additional authentication is required.
This helps in reducing losses in case of fraud.

8. Secure OTP Delivery

OTPs are always sent only to the registered mobile number.
SBI never shares OTPs through emails or third-party apps.

9. Continuous Monitoring

SBI uses AI-based fraud monitoring systems.
These systems track unusual transactions (like sudden high transfers or international payments) and can block suspicious activity in real time.

Remember: Even with these strong safety measures, customer awareness is the best protection. If you share your PIN, password, or OTP, no security feature can save you.

Section 5: What to Do If You Are a Victim of Online Banking Fraud

Even with all precautions, sometimes fraud still happens. The most important thing is to act quickly. The faster you report, the higher the chance of saving your money. SBI has provided multiple ways to report unauthorized transactions.

Here is a step-by-step guide:

Step 1: Immediately Call SBI Helpline

Dial 1800 1234 or 1800 2100 (toll-free SBI helplines).
Select the option for reporting unauthorized transaction.
Your account or card can be blocked instantly to prevent further misuse.

Step 2: Use SMS Facility

From your registered mobile, send an SMS:
BLOCK <last four digits of your card> to 567676.
This blocks your debit card immediately.

If it’s a YONO or UPI fraud, you can also request to block UPI services temporarily.

Step 3: Report Through SBI Website

Visit www.onlinesbi.com or YONO app.
Go to “Report Unauthorized Transaction” option.
Fill in details like transaction ID, amount, date, and channel (ATM, UPI, YONO, Internet banking).
A ticket number will be generated for tracking your complaint.

Step 4: Email SBI Customer Care

Send an email to customercare@sbi.co.in with all transaction details.
Attach screenshots, SMS alerts, or emails you received.

Step 5: Visit Your Home Branch

Go to your SBI branch and file a written complaint.
Take a copy of the complaint with the bank’s acknowledgement seal.
In major fraud cases, the bank may ask for a police complaint (FIR) copy as well.

Step 6: Report to National Cyber Crime Portal

Visit www.cybercrime.gov.in.
File a complaint under “Report Financial Fraud”.
This helps law enforcement track the fraudsters.

Step 7: Follow Up Using Ticket Number

After reporting, always note down the complaint/ticket number.
You can use it to follow up through helpline, branch, or SBI’s online portal.

Quick Tips if You Suspect Fraud:

Immediately change your YONO MPIN, internet banking password, and ATM PIN.
Block your card/UPI if you notice any unknown transaction.
Do not delete SMS or emails related to fraud. Keep them as evidence.

Remember: RBI rules say that if you report fraud within 3 days, you may get full compensation depending on the case. So, speed is the key.

Section 6: Special Focus on UPI & YONO Fraud Reporting

UPI and SBI’s YONO app are among the most widely used digital banking platforms in India. Because they are so popular, fraudsters often target them. SBI has set up dedicated ways to report UPI and YONO frauds.

Reporting UPI Frauds

If you notice a suspicious or unauthorized UPI transaction:

Option 1: Report through YONO Lite / YONO Pay

Open the app and go to “Dispute Transaction” under UPI section.
Select the transaction and raise a complaint.
A ticket number will be generated immediately.

Option 2: Call SBI Helpline

Dial 1800 1234 or 1800 2100.
Choose the option for UPI fraud reporting.
Your UPI services can be temporarily disabled to stop further misuse.

Option 3: Report via NPCI Portal

Visit the UPI Help section at www.npci.org.in.
Register your complaint by entering transaction reference number (UTR).

Reporting YONO App Frauds

If your YONO app is misused or unauthorized transactions take place:

Option 1: Use In-App Complaint Feature

Login to YONO → Go to Service Request → Report Unauthorized Transaction.
Select transaction type (fund transfer, bill payment, UPI, etc.).
Fill details and submit. A ticket will be created.

Option 2: Email SBI YONO Support

Send mail to customercare@sbi.co.in with subject “Unauthorized YONO Transaction”.
Mention account number, transaction date, ID, and disputed amount.

Option 3: Branch Complaint

Visit your SBI branch and fill a written complaint form.
Mention clearly that it is a YONO-related fraud.
Bank staff will register it in the system and give you a tracking number.

What Happens After You Report

Ticket Creation: A system-generated ticket is issued for every complaint.
Transaction Block: If reported quickly, the suspicious UPI/YONO service may be blocked.
Investigation: SBI checks logs, device binding details, and transaction trail.
Temporary Reversal (Shadow Reversal): If the case is genuine, money may be temporarily credited within 10 working days while investigation continues.
Final Resolution: Based on RBI rules and liability policy, the bank decides whether full compensation is given.

Golden Rule for UPI Users:

To receive money, you don’t need to enter a UPI PIN.
If anyone asks you to enter PIN to get money, it is a fraud.

Golden Rule for YONO Users:

YONO never asks you to download extra apps or share OTP over phone/email

Section 7: How SBI Resolves Fraud Complaints

Once a customer reports an unauthorized transaction through helpline, branch, website, or YONO, SBI follows a structured process. This ensures the case is properly recorded, investigated, and resolved.

Here’s how the process works:

1. Ticket Generation

Every fraud complaint is entered into SBI’s system.
A unique ticket/complaint number is generated.
This ticket helps the customer track the progress of the case.

Without a ticket number, the complaint is not considered officially registered.

2. Blocking Further Transactions

If reported quickly, SBI may block cards, UPI, or YONO access linked to the account.
This prevents additional unauthorized withdrawals.

3. Initial Review by Branch or Helpline

The branch or call center verifies complaint details like:
- Transaction date, time, and amount
- Channel used (ATM, UPI, YONO, internet banking)
- Whether the customer shared OTP/PIN or not
If needed, customers may be asked to provide FIR or email/SMS proof.

4. Shadow Reversal (Temporary Credit)

If the case looks genuine, SBI provides a temporary credit of the disputed amount.
This is called Shadow Reversal.
It must be done within 10 working days of reporting.

This means customers don’t have to wait months to get their money back during investigation.

5. Detailed Investigation

SBI’s Fraud Risk Management team checks:
- Device binding details (whether the transaction came from the customer’s registered device).
- IP address and location of transaction.
- Authentication logs (OTP used, password entry, biometric login, etc.).
- Merchant/payment trail.
If fraud is confirmed, the bank makes the credit permanent.
If customer negligence is found (like sharing OTP), the liability may be limited or rejected.

6. SOP Committee’s Role

SBI has a special SOP (Standard Operating Procedure) Committee to review disputed cases.
This committee ensures that:
- RBI rules are followed.
- Compensation is given wherever customer is not at fault.
- Cases are resolved within 90 days.

7. Final Resolution

After investigation, the bank decides:
- Full compensation (zero liability cases)
- Partial compensation (limited liability cases)
- No compensation (customer negligence proven)
The decision is communicated to the customer by SMS, email, or branch letter.

Important Timeline:

Shadow reversal (temporary credit) → within 10 working days

Final resolution of complaint → within 90 days

Section 8: Customer Liability in Online Banking Frauds

The Reserve Bank of India (RBI) has clear rules about who will bear the loss when fraud happens – the bank or the customer. SBI follows the same guidelines.

Here’s a simple explanation of different situations:

Case 1: Zero Liability (Customer not responsible at all)

In these cases, the customer does not lose any money. The full amount is refunded.

Fraud due to bank’s mistake (like system error or technical glitch).
Fraud due to a third-party breach (example: hacking of UPI app or merchant website), where the customer had no role.
Customer reports fraud to SBI within 3 working days of the transaction.

Example:
If hackers steal SBI’s server data and your money is debited, you will get a 100% refund.

Case 2: Limited Liability (Customer delays but reports quickly)

Here, the customer may lose only a small part of money depending on the situation.

If the customer reports fraud after 4 to 7 working days, some liability may fall on the customer.
The maximum loss is limited to:
- ₹10,000 for savings account holders
- ₹25,000 for current account, credit card, or pre-paid instruments
Rest of the money must be refunded by the bank.

Example:
If fraud of ₹50,000 happens in your account and you report it on the 5th day, your maximum loss will be ₹10,000. The bank will refund ₹40,000.

Case 3: Full Liability (Customer negligence)

If the fraud happened because of the customer’s mistake, the bank will not refund the money.

Sharing your OTP, UPI PIN, password, or debit card PIN with someone.
Falling for a phishing link and entering login details.
Downloading fake apps and giving access permissions.

Example:
If you receive a call and give your OTP to a fraudster, the loss is considered your responsibility.

Case 4: Delayed Reporting

If the customer reports fraud after 7 working days, liability will be decided by SBI as per its policy.
Chances of full compensation become lower in such cases.

Summary Table of Customer Liability

Situation	Customer Liability	Refund by Bank
Bank/system error	Zero	100% refund
Third-party breach (customer not at fault) & reported within 3 days	Zero	100% refund
Fraud reported 4–7 days	Limited (₹10k–₹25k max)	Balance refunded
Customer shares OTP/PIN (negligence)	Full liability	No refund
Report after 7 days	Case-to-case	As per bank’s decision

Key Point to Remember:
The faster you report, the safer your money is. Always try to inform SBI within 24 hours of noticing any unauthorized transaction

Section 9: SBI’s Compensation Policy for Online Fraud

SBI has a clear compensation policy for customers who suffer financial loss due to online banking fraud. The policy follows the rules of the Reserve Bank of India (RBI) and ensures fairness to both customers and the bank.

Here’s how it works:

1. When Customers Get Full Compensation

You will get 100% refund if:

The fraud happened due to bank’s mistake or technical system failure.
The fraud was caused by a third-party breach (like hacking of UPI app or merchant system) where the customer is not at fault.
You reported the fraud to SBI within 3 working days.

In these cases, the bank has to return the full amount, usually through shadow reversal within 10 working days.

2. When Customers Get Limited Compensation

If customers delay reporting but are not directly negligent:

For frauds reported after 4 to 7 working days, the liability is limited.
Customers may lose a maximum of:
- ₹10,000 (for savings account users)
- ₹25,000 (for current account, credit card, or prepaid instrument users)

The remaining balance is refunded by the bank.

3. When Customers Do Not Get Compensation

The bank will not refund money if:

Fraud happened due to customer negligence, like:
- Sharing OTP, password, or UPI PIN
- Clicking phishing links and entering sensitive data
- Installing fake apps and giving access permissions
In these cases, the customer bears the full loss.

4. Timeline for Compensation

Shadow Reversal (temporary refund): Within 10 working days of complaint.
Final Resolution: Within 90 days after investigation.
If the case is confirmed as genuine fraud (not customer’s fault), the temporary refund becomes permanent credit.

5. Mode of Compensation

Money is refunded directly into the customer’s bank account.
In some cases, the disputed transaction may be reversed (credited back).
Customers are notified via SMS and email about the refund status.

6. Role of SOP Committee

SBI has an SOP Committee to review disputed cases.
This committee ensures:
- Compensation decisions follow RBI rules.
- No customer is denied refund unfairly.
- Complex cases are resolved transparently.

Quick Example:

Fraud Amount = ₹50,000
Customer reports on 2nd day → Full ₹50,000 refunded.
Customer reports on 5th day → Liability ₹10,000, refund ₹40,000.
Customer shares OTP → No refund (customer negligence).

Bottom Line:
If the fraud is not your fault and you report it on time, SBI ensures you get your money back

Section 10: Timeline for Resolution – How Long It Takes to Get Refund

When customers face online fraud, the biggest concern is – “When will I get my money back?”
To address this, SBI follows clear timelines laid down by the Reserve Bank of India (RBI).

Here’s the step-by-step timeline:

1. Immediate Action – Deactivation of User ID

As soon as you report fraud, SBI’s system instantly blocks your YONO, Internet Banking, or UPI access.
This prevents further unauthorized transactions.
You receive an SMS and email confirming deactivation along with a ticket number.

2. Shadow Reversal Within 10 Working Days

RBI has instructed banks to provide a temporary refund (shadow reversal) within 10 working days of complaint.
This means the disputed amount is credited back to your account, even before investigation is completed.
The refund is value-dated (backdated) to the date of the fraud, so you don’t lose interest.

3. Branch Follow-Up and Claim Form (Within 2 Days)

After shadow reversal, your home branch will contact you.
You need to submit a claim form with:
- Transaction details
- Proof (like SMS, email, screenshots)
- Supporting documents (like ATM logs, CCTV proof in case of YONO Cash fraud)
The branch forwards your claim to the Local Head Office (LHO) within 2 working days.

4. SOP Committee Decision (Within 30 Working Days)

The SOP Handling Committee reviews your case.
They check whether the fraud happened due to:
- Customer negligence
- Bank/system error
- Third-party breach
Based on evidence, they accept or reject the claim.
This decision should be made within 30 working days of receiving your claim form.

5. Maximum Resolution Period – 90 Days

All cases must be resolved within 90 working days of the complaint.
If SBI fails to decide within this period, the customer automatically gets full refund (as per RBI’s July 6, 2017 circular).

6. What Happens If Claim Is Accepted?

Your account is permanently credited with the disputed amount.
You get an SMS and email confirmation.
SBI may later recover the amount through insurance claims or internal adjustments, but you don’t have to wait.

7. What Happens If Claim Is Rejected?

You will receive a message:
- “Your claim for Ticket No. XXXX has been rejected. Shadow amount has been unmarked.”
The earlier temporary refund will be reversed.
The rejection reason is recorded in SBI’s system for transparency.

Quick Timeline Recap

Day 0 → Fraud reported, ID blocked, ticket generated
Within 10 days → Shadow reversal (temporary refund)
Within 2 days of branch contact → Submit claim form
Within 30 days → SOP Committee decision
Within 90 days → Final resolution, refund or rejection

Tip for Customers:
The faster you report, the faster the process begins. Always report fraud immediately through SMS, email, IVR, or branch visit.

Bottom Line:
SBI ensures that fraud complaints are not left pending forever. If the bank cannot resolve your case within 90 days, you get the full amount back automatically

Section 11: Exceptional Cases in Online Banking Frauds

While most frauds are handled under standard RBI rules, sometimes special or exceptional cases arise.
In these situations, SBI has additional safeguards to protect customers and ensure fair treatment.

1. Staff Involvement in Fraud

If fraud is suspected to involve SBI staff (directly or indirectly), the case is treated with highest priority.
Such cases are escalated to higher authorities at the Local Head Office (LHO) and Corporate Centre.
Investigation is carried out by:
- Internal Vigilance Team
- Fraud Risk Management Department
- Sometimes external agencies, if needed
Customers are not held responsible in such cases, and compensation is processed quickly.

SBI has zero tolerance policy towards staff involvement in fraud.

2. Disputed or Unresolved Complaints

Sometimes, even after investigation, customers may feel:

Their complaint was not handled properly
Compensation was wrongly denied
Refund amount was lower than expected

In such cases:

Customers can appeal to the SOP Committee at the Local Head Office.
If not satisfied, they can approach the Banking Ombudsman / RBI Integrated Ombudsman Scheme for independent review.
The Ombudsman has authority to order SBI to refund the amount if the customer’s claim is valid.

3. High-Value Fraud Cases

For frauds involving large amounts (₹1 lakh or above), SBI takes extra precautions.
Such cases are reported to:
- RBI (as per regulatory guidelines)
- Insurance companies (for recovery)
- Law enforcement (Police/Cyber Cell)
Customers may be asked to provide FIR, written statements, or digital evidence to speed up compensation.

4. Multiple Complaints on the Same Account

If multiple unauthorized transactions are reported together, SBI links them under one master ticket.
This ensures faster and consolidated resolution.
The customer doesn’t need to submit separate claim forms for each transaction.

5. Cases Involving Technical Glitches

Sometimes, fraud-like transactions may occur due to:

ATM errors (cash debited but not dispensed)
System glitches (duplicate debit entries)
Network failures during UPI or YONO payments

These are not considered customer frauds, and the refund is provided quickly after system verification.

6. Escalation to Higher Levels

If a case is not resolved at branch or LHO level, it is escalated to SBI’s Corporate Centre.
This ensures that customers are not left without a solution.
RBI requires banks to maintain transparency and accountability in such escalations.

Tip for Customers:
Always keep copies of your complaint number, emails, SMS alerts, and FIR (if filed). These documents strengthen your case in exceptional situations.

Bottom Line:
Exceptional cases like staff involvement, high-value frauds, or unresolved complaints are handled with special care and escalation. SBI ensures that customers are protected and can appeal further if they feel unfairly treated

Section 12: Preventive Measures by SBI to Stop Online Frauds

Frauds are better prevented than cured. That’s why SBI invests heavily in technology, monitoring, and awareness programs to stop frauds before they affect customers.

Here are the key preventive measures taken by SBI:

1. Multi-Factor Authentication (MFA)

SBI does not allow single-step login for online banking.
Customers must pass multiple layers of security such as:
- Username + Password
- OTP on registered mobile
- UPI PIN or Debit Card PIN
This ensures even if one detail is stolen, fraudsters cannot access accounts easily.

2. Device Binding for YONO App

SBI’s YONO app works only on a registered mobile device.
Every new login requires OTP verification and device linking.
If fraudsters try logging in from another phone, the customer receives an alert immediately.

3. 24×7 Fraud Monitoring System

SBI has a real-time monitoring system that tracks suspicious transactions.
High-risk activities are flagged automatically, such as:
- Multiple failed login attempts
- Large UPI transfers in unusual patterns
- Transactions from unknown devices or foreign IP addresses
In such cases, SBI can block the account instantly and alert the customer.

4. Transaction Limits & Alerts

Customers can set daily transaction limits for UPI, net banking, and debit cards.
Every debit transaction generates an instant SMS/email alert.
This helps customers notice suspicious activity immediately and report it.

5. Blocking of Dormant Accounts

Accounts that remain inactive for a long time are closely monitored.
SBI may temporarily block online access until the account holder confirms reactivation.
This prevents misuse of inactive or forgotten accounts.

6. Regular Security Upgrades

SBI updates its mobile apps and internet banking platform with latest security patches.
Advanced tools like AI-based fraud detection, encryption, and firewalls are used.
These upgrades keep hackers and fraudsters away.

7. Customer Awareness Campaigns

SBI runs regular campaigns like “Safe Banking Tips”, SMS alerts, and email advisories.
They warn customers against:
- Sharing OTP or PIN
- Clicking on suspicious links
- Downloading fake apps
Posters in branches and TV/radio ads also spread awareness.

8. Quick Blocking Options

Customers can instantly block:
- Debit Card (via YONO app, SMS, or helpline)
- UPI ID (through app settings)
- Net banking access (via IVR or helpline)
This helps minimize damage in case of fraud.

9. Collaboration with RBI, NPCI & Cyber Crime Cells

SBI shares fraud data with RBI, NPCI (National Payments Corporation of India), and law enforcement agencies.
This helps identify new fraud patterns and protect all banks collectively.

Example:
If fraudsters launch a fake UPI app targeting SBI users, the bank immediately blocks suspicious transactions, sends alerts to customers, and works with NPCI to stop the app from spreading.

Bottom Line:
SBI follows a proactive approach – not just refunding after fraud, but preventing it with strong technology, real-time monitoring, and customer education

Section 13: Tips for Customers – How to Protect Yourself from Online Frauds

Even though SBI has strong systems to prevent fraud, customers also need to stay alert. Most frauds happen because fraudsters trick people into sharing sensitive information. By following simple precautions, you can keep your money safe.

Here are the most important safety tips:

1. Never Share OTP, PIN, or Password

SBI will never call, SMS, or email asking for your OTP, UPI PIN, or password.
If someone asks, it’s definitely a fraud attempt.
Always keep these details private and confidential.

2. Beware of Fake Calls and Phishing Messages

Fraudsters often pretend to be SBI staff, RBI officers, or government officials.
They may send links that look like SBI’s website but are fake.
Always check the website URL – it should be https://www.onlinesbi.com only.

3. Download Apps Only from Official Stores

Use Google Play Store or Apple App Store to download YONO SBI.
Never click on links sent through SMS or WhatsApp to install apps.
Fake apps can steal your banking details.

4. Set Transaction Limits

Use SBI’s app or internet banking to set daily UPI and card limits.
Keep the limit low unless needed.
This way, even if fraud happens, the loss is minimal.

5. Enable SMS and Email Alerts

Always keep your mobile number and email updated in the bank records.
This ensures you receive instant alerts for every debit transaction.
If you see an unknown debit, report it immediately.

6. Regularly Check Account Statements

Log in to your SBI account at least once a week.
Review recent transactions for anything suspicious.
Early detection means faster refund.

7. Use Strong Passwords and Change Them Regularly

Use a combination of letters, numbers, and special symbols in your password.
Avoid easy-to-guess passwords like birthdates, phone numbers, or “12345”.
Change your password every few months.

8. Be Careful on Public Wi-Fi

Avoid logging into SBI Net Banking or YONO using public Wi-Fi in cafes, airports, or malls.
Hackers can easily intercept your data on open networks.

9. Secure Your Mobile Device

Set a strong screen lock (PIN, fingerprint, or face ID).
Keep your phone updated with the latest security patches.
Install a reliable antivirus app for extra safety.

10. Report Fraud Immediately

If you notice any suspicious debit, don’t delay.
Report it through:
- SMS, IVR, YONO app, or branch visit
Faster reporting increases the chance of zero liability and full refund.

Golden Rule:
If in doubt, do nothing and contact SBI directly through official helplines.

Bottom Line:
By combining SBI’s security systems with your own alertness, you can make online banking safe and worry-free.

Section 14:Building Trust in Digital Banking

Digital banking has made life easier – from UPI payments to YONO transactions, SBI customers enjoy banking anytime, anywhere. But with this convenience comes the risk of cyber frauds.

SBI understands this challenge and has built a robust fraud prevention and resolution system. From real-time monitoring and shadow reversal refunds to a clear compensation policy and SOP Committees, every step is designed to protect customers.

At the same time, customer awareness plays a crucial role. Most frauds happen not because of bank failures but because fraudsters trick people into revealing their OTP, PIN, or passwords. This means staying alert is the best defense.

Key Takeaways for Customers

Report quickly – The sooner you report fraud, the higher your chance of a full refund.
Don’t share OTP/PIN – SBI will never ask for it.
Use official channels only – For apps, websites, and helplines.
Stay alert – Regularly check SMS alerts and account statements.

SBI’s Commitment

SBI is committed to:

Zero tolerance for fraud
Fast and fair resolution (within 90 days)
Building customer trust in digital banking

SBI Online Banking Fraud Policy – Frequently Asked Questions (FAQs)

1. What should I do immediately if I am scammed?

Call SBI’s 24×7 helpline 1800 1234 / 1800 2100 or the emergency number 1930 (National Cyber Helpline).
Block your debit card, UPI, and net banking access.
Reply “1” to the suspicious SMS alert from SBI to block your account.
Get a complaint/ticket number and follow up with your branch.

2. Will SBI refund money lost in fraud?

Yes, but it depends on the situation:

If fraud happened due to bank’s mistake or third-party breach → Full refund.
If reported within 3 working days → Full refund.
If reported between 4–7 days → Partial refund (loss capped ₹10,000–₹25,000).
If due to customer negligence (like sharing OTP/PIN) → No refund.

3. How long does SBI take to refund fraud money?

Temporary refund (shadow reversal): Within 10 working days.
Final resolution: Within 90 days.
If the bank fails to resolve in 90 days, the customer gets full refund automatically as per RBI rules.

4. How can I report online fraud in SBI?

You can report fraud through:

SBI’s 24×7 helpline
SMS alert (reply “1”)
YONO app (report transaction option)
Internet banking complaint form
Branch visit with written complaint and supporting documents

5. What documents are required to claim a refund?

You may need to provide:

Transaction details (date, time, amount)
SMS/email proof of the debit
Screenshots if available
FIR or written complaint (for high-value frauds or YONO Cash misuse)

6. What if SBI rejects my fraud claim?

You will be informed by SMS/email that your claim is rejected.
The temporary refund will be reversed.
You can appeal to the SOP Committee or escalate the case to the Banking Ombudsman / RBI Integrated Ombudsman Scheme.

7. How can I prevent online banking frauds?

Never share OTP, PIN, or password.
Download SBI YONO only from official app stores.
Avoid clicking suspicious links or installing unknown apps.
Keep SMS/email alerts active.
Set transaction limits on UPI and cards.
Always report fraud immediately.

Banking is going digital, and fraudsters are becoming smarter. But with SBI’s systems and your alertness, you can stay one step ahead and keep your hard-earned money safe.

With strong bank systems and customer awareness working together, online banking can remain safe, convenient, and trustworthy.

Also read-Cyber Safety: How to Stay Safe in the Online World