What to do if you lost money to a “password reset / new device” scam (Philippines) — Full recovery checklist

TL;DR — First 60 minutes (do these in order)

1. Freeze funds & cards — call your bank’s 24/7 fraud hotline and ask them to block online access and freeze outgoing transfers immediately.
2. Change passwords & 2FA for affected accounts (email, Google, socials). Use a clean device and mobile hotspot — don’t use the possibly compromised phone.
3. Take screenshots and export logs (bank SMS, app transaction receipts, suspicious emails, device registration notices). Save originals (SMS, emails) and note exact timestamps.
4. File a police / NBI / PNP cybercrime blotter and ask for a copy/reference number — you’ll need this for bank/BSP escalation.
5. Open a formal complaint with your bank (get SRN or ticket number). If bank denies/refuses, prepare to escalate to BSP-CAM (consumer assistance).

Full Recovery Workflow (step-by-step)

Step A — Immediate actions (minutes)

1. Call your bank’s fraud hotline now and request immediate temporary freeze / block for online banking and card transactions. Ask for an SRN / ticket number and record agent name & time.
2. Use a different device on mobile data to change passwords and remove linked devices from your email & socials (Google, TikTok, Facebook, YouTube). Enable 2FA with an authenticator app — not SMS, if possible.
3. Screenshot everything (error messages, suspicious device registrations, login alerts, bank OTP requests). Keep originals (SMS screenshots + exported chat logs).

Step B — File report with authorities (same day)

1. File a police report or go directly to PNP Anti-Cybercrime Group (ACG) / NBI Cybercrime Division depending on your location — get complaint reference number. Bring ID, transaction statements, screenshots and the bank SRN.
2. File a separate report with DICT / CICC (they coordinate cyber incidents and platform takedowns).

Step C — Formal bank dispute & regulator escalation (1–14 days)

1. Send a formal written dispute to the bank (email and branch) with: narrative, screenshots, SRN, police/NBI/PNP complaint number, and a signed affidavit.
2. If the bank refuses or is slow, file a complaint with BSP Consumer Assistance (BSP-CMS / CIR form). Attach bank denial and police report — BSP can compel investigation and coordination (use the BSP complaint form link below).

Step D — Platform escalations / creator accounts

1. Use platform “hacked account” forms (TikTok, YouTube/Gmail) to recover ownership — attach evidence and police case numbers to speed manual review.
2. If funds were transferred to another local bank or e-wallet, use the receiving bank’s dispute process + police/NBI trace request to freeze beneficiary accounts.

Evidence checklist (what to collect)

• ID (government ID)
• Bank statements (PDF export showing disputed tx)
• SMS/OTP logs (screenshots and original SMS if possible)
• Platform login notifications (email headers, device registration alerts)
• Affidavit/narrative (signed)
• Police/NBI/PNP complaint receipt

Copy-paste templates (use & adapt)

Bank dispute email (subject: URGENT — Unauthorized transaction / SRN request)

Subject: URGENT — Unauthorized transaction / Request for investigation
To: [bank fraud email] / cc: branch
Account name: [Your name]
Account number: [xxxxxx]
Date/time of disputed tx: [YYYY-MM-DD HH:MM]
Amount: PHP [amount]
SRN (if any): [bank SRN]
Police report no.: [PNP/NBI #]
Narrative: I did not authorize this transaction. Attached are screenshots (SMS, transaction, login alerts) and my police complaint. Please temporarily freeze related funds and provide a written confirmation and SRN. I request expedited investigation and reversal per BSP guidelines.
Regards,
[Your name] — [phone] — [email]
    

Police / NBI affidavit (short version)

I, [Full Name], of legal age, Filipino, and a resident of [address], hereby state that on [date] I discovered unauthorized transactions amounting to PHP [amount] debited from my account [account no.]. I did not authorize these transactions. Attached are screenshots, bank SMS, and exported statements. I request investigation and issuance of a blotter/complaint number for banking dispute and recovery purposes.
Signed: __________________ Date: _______
    

Hard-to-find official links & hotlines (copy these)

• Bangko Sentral ng Pilipinas — CIR form & guide:
  – CIR form (docx): https://www.bsp.gov.ph/Inclusive%20Finance/CIRForm.docx
  – How-to PDF: https://www.bsp.gov.ph/Inclusive%20Finance/How-to-file-a-complaint-with-BSP-CAM-Sep2025.pdf
• BDO contact & fraud hotline: https://www.bdo.com.ph/about-bdo/learn/help-and-support/contact-us
• BPI contact: https://www.bpi.com.ph/about-bpi/contact-us
• PNP Anti-Cybercrime Group (ACG) — contacts & regional RACU list: https://acg.pnp.gov.ph/contact-us/
• NBI Cybercrime Division — investigative assistance: https://nbi.gov.ph/citizens-charter/investigative-assistance-for-victims-of-computer-crimes-ccd/
• DICT / CICC — file cyber complaint & coordination: https://cicc.gov.ph/report/
• Scam Watch Pilipinas (citizen portal & hotline 1326): https://scamwatchpilipinas.com/
• TikTok hacked account help: https://support.tiktok.com/en/log-in-troubleshoot/log-in/my-account-has-been-hacked
• Google / YouTube account recovery: https://support.google.com/accounts/answer/6294825

Tip: When emailing regulators or BSP, attach bank denial letters, the police/NBI/PNP complaint number, and a time-stamped evidence ZIP. Keep all reference numbers for escalation.

When to escalate to BSP & what to expect

File to BSP Consumer Assistance (CMS/CIR) if your bank refuses liability or stalls. BSP may coordinate a ‘coordinated verification’ with the banks and can compel action under regulations. An escalation usually forces a formal written response and helps move the bank to investigate.