SMBC Fraud: How to Report It and Stop the Money
If money left your SMBC account without your permission, or you paid a scammer, contact SMBC straight away and ask it to block the payment and your card. The first minutes matter most.
Do this first
- Call SMBC’s official line below, or use help inside the official SMBC app. Never use a number from a text, a caller or a search result.
- Give them the transaction details (amount, time, and the account or number you paid) and ask them to block your card and stop or recall the payment.
- Change your online banking password and PIN if anyone may know them. SMBC will never ask for your PIN, password or a one-time code.
- Report it to the police too: see who handles cybercrime in Japan, and keep screenshots of every message and payment.
Official SMBC fraud contacts
SMBC (三井住友銀行)
Bank- Entered details after a suspicious email: suspend SMBC Direct (menu 4, free):0120-324-310(24/7)
- Unauthorised withdrawals (free):0120-322-775(Mon–Fri 9am–5pm, closed 31 Dec–3 Jan)
- Unauthorised withdrawals, outside those hours (free):0120-956-999
- From overseas or if freephone fails (paid):03-5539-2745
Know this about Japan
- Numbers starting 0120 are free but usually cannot be dialled from abroad: use the overseas numbers listed.
- Refunds for online banking or phishing losses depend on each bank's own policy; the law only guarantees refunds for ATM withdrawals with stolen or counterfeit cards.
If SMBC won’t help
Financial Services Agency (FSA) Financial Services Users Counselling Office
Advice on a dispute with a bank or payment provider. It refers you to the right body but does not mediate.
Call 0570-016811 (from IP phones 03-5251-6811), weekdays 10am–5pm; press 1 for deposits and loans, 4 for prepaid and money transfer. 10–11am is very busy.
Official websiteJapanese Bankers Association (Zenginkyo) Consultation Centre
Complaints about a bank, and formal dispute resolution (mediation) with banks.
Call 0570-017109 or 03-5252-3772, weekdays 9am–5pm (closed 31 Dec–3 Jan). The lines can be hard to get through on.
Official websiteYour rights as a SMBC customer in Japan
- Act on the Protection of Depositors from Counterfeit and Stolen Cards (Act No. 94 of 2005). If a stolen cash card is used at an ATM, the bank must refund withdrawals made from 30 days before you told it, provided you reported promptly, explained what happened and reported to the police; the refund can be cut to three quarters if you were careless, or to nothing if you were grossly negligent. It covers ATM withdrawals with counterfeit or stolen cards, not online banking or phishing transfers. Source
- Mizuho Bank stolen-passbook compensation terms. You can claim for withdrawals made with a stolen passbook from 30 days before you told the bank, if you report promptly, explain what happened and show a police report; the amount can be cut to three quarters if you were careless. Claim within 2 years of the theft. Source
Report it to the police too
Cybercrime agencies in Japan lists who to report to, and our step-by-step guide covers the rest: How to Report a Scam in Japan (and Recover Your Money).
Common questions about SMBC fraud
- What is the SMBC fraud helpline number?
- SMBC lists these numbers on its own website: Entered details after a suspicious email: suspend SMBC Direct (menu 4, free): 0120-324-310 (24/7); Unauthorised withdrawals (free): 0120-322-775 (Mon–Fri 9am–5pm, closed 31 Dec–3 Jan); Unauthorised withdrawals, outside those hours (free): 0120-956-999; From overseas or if freephone fails (paid): 03-5539-2745. Always dial the number printed on your card or shown in the official app if you are unsure.
- How do I report fraud to SMBC?
- Call SMBC's official line. Tell them the amount, the time and the account the money went to, and ask them to block your card or the payment.
- What if SMBC will not help or refund me?
- In Japan you can complain to Financial Services Agency (FSA) Financial Services Users Counselling Office, Japanese Bankers Association (Zenginkyo) Consultation Centre. Details of what each one handles are on this page.
Other providers in Japan
These contacts were read on SMBC’s own website on 3 October 2026. If a number has changed, use the one in the official app and tell us. Ministry of Cyber Affairs is not SMBC and cannot recover money. All Japan providers are in Bank Fraud Help: Japan.