Kenya: How to Report Bank Fraud
If money left your account without your permission, or you were tricked into sending it, contact your bank or payment provider straight away. The faster they hear from you, the better the chance of stopping or recovering the money. Below are the official fraud and card lines for 4 providers in Kenya.
Do this first
- Call your bank’s fraud or card line now. Use a number from this page, the back of your card, or your bank’s official app. Never use a number from a text, an email, a caller or a search ad.
- Block your card or freeze your account in the app if you can, and change your online banking password.
- Ask the bank for a reference number, and write down the time you reported it.
- Report it to the police as well: see who handles cybercrime in Kenya.
- Keep everything: messages, call logs, screenshots and transaction IDs. Your bank will never ask for your PIN, password or a one-time code.
Know this about Kenya
- M-PESA reversals only work for Safaricom-to-Safaricom transfers: forward the original M-PESA message to 456 within 24 hours.
- If someone calls saying they sent you money by mistake, don't send it back yourself. Tell them to request a reversal through Safaricom.
Bank and payment fraud lines
Safaricom M-PESA
Mobile money- Customer care (free from a Safaricom line):100
- Customer care from other networks (charged):+254 722 002 100
- Postpay customer care (free):200
Phone code: Forward the fraudster's number or message by SMS to 333
Email: [email protected]
Airtel Money Kenya
Mobile money- Customer care (from an Airtel prepaid line):100
- Customer care (from an Airtel postpaid line):200
- From other networks (charged):0733 100 100
- From abroad:+254 733 100 100
Email: [email protected]
KCB Bank Kenya
Bank- Contact centre:+254 711 087 000
- Card support:+254 711 087 222
- Contact centre:+254 732 187 000
- Contact centre:+254 20 228 7001
- WhatsApp:+254 711 087 087
Email: [email protected]
Co-operative Bank of Kenya
Bank- Call centre:020 277 6000
- Call centre:0703 027 000
- WhatsApp:+254 736 690 101
Email: [email protected]
Not listed here
We could not confirm contact details on the official website of: Equity Bank (Kenya). Rather than risk a wrong number, we leave them out. Use the number printed on your card or shown in the provider’s official app.
If your bank won’t help
Central Bank of Kenya: complaint about a licensed bank
Unresolved complaints against a bank, including fraud-related service failures, after the bank has responded.
Official websiteYour rights
- CBK Prudential Guideline CBK/PG/22 on Consumer Protection. Banks must have a documented complaints procedure. The Central Bank of Kenya's guide cites acknowledgement within 48 hours and resolution within 7 days. Source
Report it to the police too
Banks often ask for a police report before they investigate. Cybercrime agencies in Kenya lists who to report to, and our step-by-step guide covers the rest: How to Report a Scam or Cybercrime in Kenya (and Recover Your Money).
Every number on this page was read on the provider’s or regulator’s own website on 3 October 2026. Banks change numbers, so if one doesn’t work, use the number on your card or in the official app, and tell us so we can fix it. See every country in the Bank Fraud Help directory.