Credit Card Reward Points Expiry Scam? How to Report SMS & Stay Safe

Scammers send SMS messages claiming your credit card reward points will expire today, containing a malicious link. Do not click the link. If you clicked it and entered an OTP or downloaded an APK file, call your bank instantly to block the card. If money was deducted, call 1930 immediately to report the cyber fraud, then file a formal complaint with your bank within 3 days to claim 'Zero Liability' protection under RBI rules.

This is a targeted phishing attack. The link leads to a fake website that looks exactly like your bank's portal. When you enter your card details and the OTP, the scammers instantly use it to make unauthorized purchases. Sometimes, the link downloads malware (an APK) that secretly forwards your incoming OTPs to the scammer.

• Look at the URL in the SMS. It will not be the official bank website (e.g., hdfc-rewards-redeem.com is fake)
• Check if any money has been deducted from your card limit
• Check if you accidentally installed an unknown app on your Android phone
• Preserve the SMS (do not delete it until you take a screenshot)

1. Gather Documentation: Collect all necessary evidence as outlined above.
2. First Level Contact: Reach out to the customer care or nodal officer of the concerned entity in writing.
3. Escalation: If unresolved within the stipulated time, escalate to the sector regulator or ombudsman.
4. Legal Action: As a last resort, consider sending a legal notice or approaching the consumer forum.

Here is the escalation ladder for this specific issue:

• Bank Customer Care (to block the card instantly)
• Call 1930 (National Cyber Crime Helpline)
• Report the SMS to your telecom provider (forward to 1909)
• Bank Nodal Officer (for Zero Liability refund claim)

You can use the following template to draft your complaint email or letter:

To,
The Grievance Redressal Officer / Nodal Officer,
[Name of Company / Bank / Authority]

Subject: Complaint regarding credit card reward points expiry scam SMS report - [Your ID/Account/Booking Number]

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the issue of credit card reward points expiry scam SMS report.
On [Date], I experienced the following issue: [Briefly describe the problem].
Despite my initial requests, the issue remains unresolved.

I kindly request you to look into this matter urgently and provide a resolution within [Time Frame, e.g., 15 days].
Attached are the necessary documents supporting my claim.

Thank you,
[Your Name]
[Your Contact Information]

Do not wait to see if the bank will reverse it automatically. Do not use the phone if you suspect an APK was installed (turn on airplane mode, reset to factory settings). Do not share the OTP over a phone call to someone claiming to be from 'bank security'.

RTI is not directly applicable to private companies. Use the consumer grievance channels mentioned above.

Q: How long does the resolution process usually take?
A: It depends on the escalation level, but typically initial grievances take 15-30 days, while Ombudsman or regulatory complaints may take 30-90 days.

Q: Do I need a lawyer to file a complaint?
A: In most cases involving consumer forums or ombudsmen, you do not need a lawyer and can represent yourself.

Q: Is there a fee to file a complaint with the Ombudsman?
A: No, filing a complaint with authorities like the RBI Ombudsman or Insurance Ombudsman is completely free of cost.

Q: What if the company ignores my legal notice?
A: If a legal notice is ignored, your next step is to file a formal case in the appropriate Consumer Disputes Redressal Commission or Civil Court.

Take immediate action by gathering your evidence and following the escalation ladder. Do not let companies take advantage of your silence. Use the official grievance channels to demand your rights.