I called a customer care number I found on Google and got scammed, who is liable?

I searched for my bank/airline's customer care number online, called the number that appeared, and the person on the call defrauded me. Specifically, I want to know how Bharatiya Nyaya Sanhita, 2023 – Section 318 applies to a situation like mine and what the cyber law position in India actually is. If there is a deadline I should be aware of, I need to know that now.

I called a customer care number I found on Google and got scammed, who is liable? is governed in India primarily by Bharatiya Nyaya Sanhita, 2023 – Section 318, Information Technology Act, 2000 – Section 66D and Consumer Protection Act, 2019. Outcomes in fake customer care scam disputes depend heavily on documentation, so check what you can actually evidence as you read.

Fake customer care numbers are typically posted on directories, forums, or fake websites by scammers exploiting search engine indexing, and calling and following their instructions (like sharing OTP or installing remote access apps) constitutes the fraud vector, not a data breach by the real company.

This is cheating by personation under Section 66D of the IT Act and cheating under Section 318 BNS, and your primary criminal complaint should be against the anonymous scammer.

The genuine company (bank/airline) is generally not liable for third-party fake listings, but you can request they issue a public advisory and verify their official contact numbers are prominently listed on their real website/app.

If the scam led to installation of a remote access app (like AnyDesk) and unauthorised bank transactions, follow the standard bank fraud reporting process for possible refund under RBI's liability circular.

Report the fake listing to Google/the platform hosting it so it can be taken down to prevent further victims, in addition to your police complaint.

In practice, in this order: 1) Uninstall any remote access app installed during the call immediately; 2) Report the fraud to your bank and dispute any unauthorised transactions; 3) File a complaint at cybercrime.gov.in citing Section 66D; 4) Report the fake customer care listing to Google/the hosting platform.

Timing matters here: Bharatiya Nyaya Sanhita, 2023 – Section 318 works on limitation periods, so a fake customer care scam claim that is right on the merits can still fail if it is brought late. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in cyber law.

Disclaimer: This information is for general awareness and does not constitute legal advice. Statutes and their interpretation change, and outcomes depend on the facts of your case. Please consult a qualified advocate before acting on it.