Online scams are everywhere, and while we try our best to avoid it, there are instances that you end up being the victim. That’s what happened to me when I was trying to buy secondhand luggage over at Facebook Marketplace. Thinking that the fraudster gave his BPI account and QR code, I thought it was a good and legit deal until I realized it was a scam hours later when he decided to block me on Facebook after following up on the supposed delivery of the item.

This is a uncommon instance that the scam involved online banking–and one where the fraudster gave an actual account number to make the transaction appear legit. I am currently in the process of having BPI investigate the incident, and here’s a walkthrough on how to report scams (and any fraud transations) with BPI.

How to Report Scams with BPI

Call BPI’s Hotline (or email BPI) immediately. In situations like this, it’s important to report scams as soon as possible. BPI suggests that you report scam incidents within 3 days, but on our experience it is better to report it within the first 24 hours so that BPI’s anti-fraud staff will reach out to you and freeze the fraudster’s account as soon as possible. You call their hotline at 889-10000 to report the incident.

You can also email BPI here if you have a hard time reaching them via call. In both cases, BPI will acknowledge your concern with a Service Request Number (SRN) when they email you via [email protected]. Make sure to keep your SRN so that you can follow up on your case.

Submit all documents regarding the incident. This step is important as it will help BPI with their investigation of your scam incident. Aside from submitting a narration of how the scam incident happened (with your signature on the document), you will need to submit supporting documents.

These can include screenshots of your conversation with the scammer, transaction receipts, and social media details of the scammer. Make sure to resize the files so that it’s not bigger than 1MB, and make sure they follow this file name format: “Adverse Claim Report _ (your name)”. Ideally, it’s best if you have the transaction receipts and the account number of the fraudster, as these will help BPI with their investigation.

Once you’ve gathered all the documents, you email it to [email protected] with the subject “Adverse Claim Report _ (your name)”.

Wait for feedback from BPI. After sending all the necessary documents to BPI, expect a reply from them within 10 to 20 banking days as they conduct an investigation on your case. Unlike with what happened to me involving GCash 3 years ago, BPI responded to my case after 10 days, and told me they could not recover the lost funds. Despite that, BPI assured that they have placed appropriate measures to the fraudster’s account so that he cannot victimize other people.

Also in their reply, BPI recommends that you file a case with PNP, NBI, or the DOJ.

*While this how to is made specifically for BPI, other banks will most likely have the same walkthrough.