How do you block a bank account and card when you suspect fraud?
The fastest order of moves to freeze your card and online banking access, then put the incident on the official record.
Short answer
Call your bank's hotline first and ask them to close both the card and your internet/mobile banking access, then cancel the card permanently from the Cards screen in the app. The same day, report it to police on 155 or to the Chief Public Prosecutor's Office, hand a written objection to your branch, and keep every reference number you are given.
What you need
Step by step
Call the hotline and ask for a block
Dial the hotline printed on the back of your card, choose "Card transactions" in the voice menu, then "Card cancellation / block". Tell the agent clearly that you want the card blocked and internet and mobile banking access closed as well. Write down the transaction or reference number given at the end of the call.
Close the card and access from the app
Open "My Cards" in the app, select the card, and use "Temporarily Freeze" or "Cancel Card" under "Card Settings". Then change your password under "Settings" and remove every saved device under "Security", so a stolen session cannot be reused.
Report the transaction to the bank in writing
Open an objection record from the "Applications" or "Requests and Complaints" menu of internet banking. State the date, channel and amount of the transaction and add that it took place without your authorization. If you can, go to the branch with a written petition and ask for its registration number.
File a complaint with police and the prosecutor
Call 155 or go to the cybercrime or public order desk of the nearest police station and have an incident report drawn up. As an alternative, submit a petition to the Chief Public Prosecutor's Office or use the e-Devlet complaint screens. Take a copy of the report or the investigation number.
Review the other permissions on your account
In "Account Transactions" at the branch or in internet banking, check standing payment orders, recurring transfers and saved IBANs, and cancel anything you do not recognize. Confirm that the registered phone number and email address are yours; if either was changed, ask for an immediate correction.
Request a new card and new credentials
Once the block is in place, order a replacement card through the hotline or branch and confirm the delivery address. Set up a new customer password and re-register your one-time password channel for internet banking. Destroy the old card by cutting through the chip with scissors.
Track the outcome of your objection
Use the reference number the bank gave you to follow the case on the "Request and Complaint Tracking" screen. If no written answer arrives or the answer is inadequate, you can apply to the Customer Complaints Arbitration Panel of the Banks Association of Türkiye. Keep all correspondence in one file.
Tips
Watch out
The most common mistake is handling the block by phone only and never filing a written objection. Without a written record the bank's review does not start and you have nothing to base the prosecutor's file on. Also, never move your money for anyone calling as the "bank security team" — that call is the fraud continuing.
Frequently asked questions
+Does blocking my card also close my account?
No. A card block only stops that card from being used. Closing the account and internet banking access is a separate request you have to make.
+What do I need to do to get my money back?
File a written objection with the bank and pass on the record of your criminal complaint. Any refund depends on the bank's review and the outcome of the investigation.
+How do I block the card if the branch is closed?
The hotline and the mobile app work around the clock, so you can place the block through either. Open the written objection on the internet banking application screen and visit the branch later.
+What can I do if the bank rejects my objection?
You can apply to the Customer Complaints Arbitration Panel of the Banks Association of Türkiye, then to a consumer arbitration committee or the courts.
+Can my salary still be paid in after a block?
An access block usually does not stop incoming money, but channel restrictions can appear. Tell your branch about your salary account and ask them to arrange alternative access.
Sources and verification
Last verified: 12 Eylül 2026. tell us. Procedures, hotline numbers and the arbitration panel referenced here apply to retail banking in Türkiye.
This content is for information only; for official procedures the relevant institution’s current announcements take precedence. Details: disclaimer.