How to get a bank refund after a scam — Reg E, disputes, and escalation

Step-by-step check

1. 1

   Classify the transaction: unauthorized vs. authorized-but-induced

   Unauthorized = someone else initiated the transfer (account takeover, stolen card, SIM swap, phished OTP). Reg E requires a refund. Authorized-but-induced = you clicked Send yourself because a scammer impersonated your bank, the IRS, a romance partner, or an 'investment platform.' Reg E does NOT require a refund, but the 2024 Zelle imposter-scam policy and many bank goodwill programs still do — you have to ask by name.

2. 2

   Call the bank's dedicated fraud line the same day

   Use the number on the back of your card or the verified list at /guides/how-to-report-scams-to-your-bank. Say exactly: 'I'm reporting unauthorized activity. Please open a Reg E claim, initiate a wire recall or ACH reversal if applicable, and email me written confirmation of the case number today.' Written confirmation is what makes every later escalation possible.

3. 3

   File the dispute in writing within 60 days of the statement

   Federal law (12 CFR §1005.11) gives banks 10 business days to investigate an unauthorized EFT and issue provisional credit, or 45 days for a full investigation (90 for new accounts / point-of-sale / foreign transactions). Written notice starts the clock. Use secure message inside the app or a dated letter — not a phone call alone.

4. 4

   Include the four elements every dispute letter needs

   (1) Your name, account number, and the disputed amount and date. (2) A one-sentence statement: 'I did not authorize this transaction.' (3) The scam context (impersonator, phishing link, SIM swap — one paragraph). (4) A request for provisional credit within 10 business days per Regulation E. Sign, date, and keep a copy plus proof of delivery.

5. 5

   For Zelle: ask for the imposter-scam reimbursement review by name

   In mid-2024 the major Zelle banks (Chase, BofA, Wells, US Bank, PNC, Truist, Capital One) began voluntarily reimbursing imposter scams where a fraudster posed as a bank, government agency, or well-known company. Front-line agents often don't offer it — you have to ask: 'Please open an imposter-scam reimbursement review under the 2024 Zelle policy update.'

6. 6

   For wires: request a recall within 72 hours

   Wires are not covered by Reg E, but domestic wires can often be recalled if the receiving bank has not released the funds — usually within 24–72 hours. Ask the fraud team to send a SWIFT MT192 (cancellation request) or FedNow recall. International wires are rarely recoverable after a week.

7. 7

   Escalate to the CFPB if the bank denies or misses deadlines

   File at consumerfinance.gov/complaint. The CFPB forwards your complaint to the bank's executive response team; the bank has 15 days to acknowledge and 60 days to provide a substantive answer. A large share of denied claims are reversed at this stage because the case is now on a regulator's desk. Attach your dated dispute letter and the bank's denial.

8. 8

   Escalate to your state attorney general and state banking regulator in parallel

   State AGs (naag.org has the directory) and state banking departments have separate consumer-fraud channels. Copy them on the CFPB complaint. For nationally chartered banks you can also file with the OCC (helpwithmybank.gov). Regulator pressure is the single strongest lever consumers have.

9. 9

   Preserve evidence and file IC3 to support the case

   File at ic3.gov the same day — the FBI report number strengthens your bank's ability to justify a refund and is required by many insurance carriers. Screenshot every message, save transaction confirmations, and export bank statements. Do not delete the scammer's contact info until the case is closed.

FAQ