If you are looking for the FIA’s cybercrime wing, it no longer exists. It was replaced by the National Cyber Crime Investigation Agency, established in May 2024 and fully operational from April 2025, and that is now the body that takes cybercrime complaints. Most search results, and most advice you will be given, are still a year out of date.
Your bank, on the day
Call the bank or wallet that moved the money first, on a number from your card or the app. Ask for the transaction to be recorded as disputed and get that in writing, by email or SMS; you will need proof of the date you complained.
The bank has thirty days to resolve it. That clock matters, because it is the gate to the only route that can order your money back.
Banking Mohtasib: the route that can actually order a refund
The Banking Mohtasib is Pakistan’s banking ombudsman, at bankingmohtasib.gov.pk, and it can direct a bank to make good your loss. That makes it more useful, for a money loss, than any complaint portal.
Two practical points. If the thirty days have passed, or the bank has already rejected you, you can go straight there — a rejection means you do not have to wait out the clock. And use the online complaint form rather than the paper one: the postal route requires the form to be attested by an Oath Commissioner and sent to Karachi.
It has limits worth knowing before you invest hope in it. The Mohtasib has no jurisdiction over microfinance banks, investment banks, or the State Bank itself. If your money went through a microfinance institution, this door is closed and the police route is what you have.
The State Bank also runs its own complaint service, Sunwai, at sunwai.sbp.org.pk, in English and Urdu.
NCCIA: the criminal complaint
The agency takes complaints through its portal at complaint.nccia.gov.pk, and publishes 1799 as its helpline. There are also Cybercrime Reporting Centres you can walk into; the office list is on the agency’s own site. Walking in is slower but harder to ignore, and for anything involving a named suspect it is usually what happens anyway.
One rule catches overseas Pakistanis out: if you live abroad, the agency requires you to nominate someone resident in Pakistan as the focal person for the case. Decide who that is before you file, not after.
What to have ready
A copy of your CNIC, a written statement of what happened in plain order, screenshots of every message and page, and the transaction references from your bank. For the banking complaint, add the date you first told the bank and whatever it said back.
What no portal here can do
Take down the website. That is the hosting provider’s job and the domain registrar’s, and a short abuse report to them naming the exact address is usually the fastest result anyone gets — hours, against months for a case.
And be ready for the follow-up call. People who have lost money once are contacted again by someone claiming they can recover it, often posing as an agency or a bank’s recovery cell. No Pakistani agency charges a fee to return your money.