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. I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

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. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

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.

What to do next: 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.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under Bharatiya Nyaya Sanhita, 2023 – Section 318 carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. 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 this practice area.

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.