Been scammed? The first few minutes make all the difference

The 'bank employee' on the phone turns out to be a scammer, you receive confirmation of a transfer that you never approved, or you logged in using a link and have only just realised it wasn't your bank's website. What you do in the first few minutes often determines whether you see your money again or not.

Online fraud continues to be on the rise in Belgium. In 2025, fraudsters used phishing to steal around €93 million (source). Almost half that amount was stolen in 2024 (source). Phishing is when fraudsters attempt to steal personal data, such as passwords, bank card numbers or PIN codes.

There is also some good news, however, as the banking sector is succeeding in detecting or recovering around 75% of fraudulent transfers made as a result of phishing (source). Yet that often depends on one factor – speed. The sooner the bank can intervene, the greater the chance that the money is still en route and has not yet been moved on to foreign accounts or converted into cryptocurrency.

Step 1: Call Fraudstop or your bank straight away

If something has gone wrong or you suspect fraud, contact Fraudstop (+32 (0)78 170 170) or your bank straight away. At Keytrade Bank, you can call +32 (0)2 679 90 00. The bank can attempt to block transactions in progress and launch a recovery process with the recipient's bank.

You should also call if you suspect something is wrong. If you've provided your details to a suspicious website or caller, or clicked on a link and filled in a form, don't wait until the money has actually left your account. A temporary block is a minor inconvenience, but an emptied account is a major problem. The sooner the bank is aware of it, the faster they can intervene and the better your chances. Notify the bank by phone as a matter of urgency, and confirm it in writing later on (by email, for example) so you have proof stating the date and time.

Save the phone numbers for your bank and Fraudstop in your contacts now. Anyone who needs to google the right number in their panic loses valuable minutes. And remember, Card Stop, Fraudstop and your bank will never call you to ask for PIN codes or passwords. If you receive such a call from someone claiming to be an employee, hang up straight away.

Step 2: Gather all the evidence

Resist the understandable reflex of deleting anything that reminds you of the fraud straight away. Your case is only as strong as the proof you have. Save and document the following information:

• The fraudulent emails, text messages or chat messages (do not delete them)
• Screenshots of the fake website, advertisement or payment request
• The phone number used to contact you, with the date and time of the call
• The account numbers to which you transferred money
• Your transaction summary showing the disputed transactions
• And more

You will need this information for the police, your bank and the ombudsman service if necessary.

Step 3: Report it to the police immediately

File a report with the local police as soon as possible. You can do so at your local police station or online. For many victims, filing a report feels like a waste of time, but that's not the case. Each report helps the police to identify and potentially dismantle criminal networks.

Step 4: Report the fraud to the relevant authorities

In addition to the police, three contact points each play a role:

• Safeonweb (verdacht@safeonweb.be): Forward the fraudulent messages to make sure the links are blocked and protect others. In 2025, less vigilant internet users were redirected to a warning page almost 200 million times (source).
• The FSMA: if it concerns investment fraud, file a report with the financial services supervisory authority. While the FSMA cannot recover lost funds, it does issue warnings and maintain lists of suspicious companies, meaning you can help to prevent others falling victim to fraud.
• ConsumerConnect (consumerconnect.be): FPS Economy's contact point for fraud in online purchases and other forms of consumer fraud. The Economic Inspectorate will investigate each report and may have fraudulent websites blocked or false advertisements removed, for example.

Step 5: Update your account security

If you've given out a password or installed software on your computer or smartphone at the request of an 'employee', change the passwords for all your important accounts straight away – starting with your email account. Remove suspicious apps and programs such as AnyDesk or TeamViewer, and scan your device for malware if necessary. Enable two-factor authentication where you haven't already done so, and consider using apassword manager to use unique passwords for all of your accounts.

And what about getting your money back?

Whether you get any of your money back – if at all – depends on the circumstances. In principle, the law stipulates that the bank should refund unauthorised transactions or payments that you did not carry out or approve. If you made the transfer or have been careless with your PIN codes or passwords, each file will be examined on a case-by-case basis.

That is precisely why the previous steps are so important. The sooner you file a report and the more complete your file is (with a police report, evidence, and dates and times), the better your bank will be able to investigate the case and the greater your chances of something being recovered.

What's more, the banking sector's recent action plan means banks are committed to processing fraud files faster to ensure victims get greater clarity faster (source). If you are unable to get an appropriate response from your bank, you can contact Ombudsfin, the independent ombudsman service for financial disputes.

Talk about it

Feeling ashamed is never a good strategy. Many victims stay silent and say nothing to their families or the authorities. Nevertheless, everyone gets caught out at some point, and fraudsters' techniques nowadays are so sophisticated that even the cautious among us can fall victim to fraud. Talking about it not only means you process the horrible event better, but also warn others around you.

Finally, you should be even more vigilant afterwards. Anyone who has already been scammed can be found on lists circulating among criminals and may be at risk of a second attempt from someone promising to recover their lost money. [CTA]

Stay safe online with Keytrade Bank

At Keytrade Bank, security is a priority. If your bank details have been listed on a suspicious website, your personal details have been shared with an unknown person over the phone or you've spotted an unknown payment that you didn't make, you can call us on +32 (0)2 679 90 00.