SIM SAFETY
Money lost after SIM fraud: reporting and follow-up
Contact the financial provider promptly, keep transaction evidence and understand that recovery depends on investigation.
On this page
If you notice an unauthorised payment, contact the bank or wallet immediately through a trusted channel. Ask it to secure the account and record your dispute. Do not wait for the phone connection to be restored.
Prepare the report
Give the transaction date, amount, reference and the reason you dispute it. Record when you lost service and when you first informed each provider. Keep confirmation of every report.
Ask about the process
Request the complaint reference, evidence needed, expected update point and escalation route. A Raast transfer, card payment and wallet transaction can involve different procedures. This guide does not promise a reversal or a fixed recovery time.
Follow up safely
Respond through verified channels and keep copies. If you need escalation guidance, use the State Bank's official consumer-help resources. Do not pay a “recovery agent” who guarantees retrieval in exchange for an upfront fee or OTP.
Secure related access
Review email, device sessions and recovery settings. Report an unauthorised SIM change to the operator separately. Restoring the SIM is not the same as resolving the financial dispute.
References and next steps
General preparation guidance is distinguished from operator-specific requirements. Confirm the requirements for your own transaction with the responsible provider.