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The Hidden Dangers of Sharing Complaints on Social Media

RBL Bank Oct 06, 2025

 

The Rise of Online Complaints

Until a few years ago, customers largely depended on branches, helplines, or emails to resolve banking issues. Today, the landscape has shifted. With the growing influence of social media, many people in India conveniently raise complaints publicly on platforms such as X, Facebook, or LinkedIn. The expectation is simple: public visibility will bring faster resolution.

This shift has indeed helped companies across industries notice and address problems more promptly. However, it has also opened a new window of opportunity for cybercriminals. Fraudsters are increasingly scanning social media platforms, waiting for customers to post complaints which they can exploit.

Before you type out your next concern online, here’s why you should pause for a moment and think twice.

How Fraudsters Trick Customers on Social Media

Fraudsters are skilled at blending in. They create profiles that look strikingly similar to official bank accounts, complete with bank names, logos, and display pictures. Once a customer posts a complaint, these fake accounts are often the first to respond. Their approach is designed to look helpful, but their real intention is to trick customers into revealing sensitive information.

Some of their common tactics include:

  • Mimicking official handles: Fraudsters design profiles that resemble genuine accounts, making it difficult to spot the difference.
  • Immediate responses: By replying faster than official teams, they catch the customer’s attention before the bank can respond.
  • Direct messages with links: Customers are asked to click on links or share personal information such as account details, card numbers, or OTPs.

This deceptive approach makes it challenging for unsuspecting customers to distinguish between genuine assistance and fraudulent attempts.

Read More: 8 Types of Bank Frauds Everyone Should Know

Real vs Fake: Spotting the Difference

The safest way to avoid being misled is to understand how real bank responses differ from fraud. Let’s look at an example:

  • Authorised bank response:
    “We’re sorry to hear about that. Please reach us through our official helpline/email ID/website so we can resolve your query.”
  • Fraudster’s fake response:
    “We’re sorry to hear about that. We’ve sent you a DM to help solve your query. Please share your complaint along with banking details.”

Notice the difference?

  • A genuine bank directs you to official helplines or emails.
  • Fraudsters attempt to move the conversation to private messages, asking for confidential information.

Always remember: a genuine bank will never ask you to share passwords, OTPs, or card details on social media, over the phone, or via email.

The Risks of Falling for Fraud

At first glance, replying to what seems like an official message may feel harmless. But the risks are severe:

  • Financial loss: Fraudsters can misuse your account details to make unauthorised transactions.
  • Identity theft: Personal data such as your Aadhaar, PAN, or mobile number may be misused for other fraudulent activities.
  • Emotional stress: Victims often spend months recovering lost money and securing their accounts again.

A moment of carelessness on social media can create long-term difficulties.

How to Keep Away from Fraudsters

Protecting yourself is simple if you stay alert. Follow these Do’s and Don’ts whenever you use social media to raise complaints:

Don’ts

  • Don’t share personal or banking details (account number, card details, passwords, OTPs) on public forums.
  • Don’t click on suspicious links or messages from unknown accounts.
  • Don’t respond to phone calls from people claiming to be bank staff unless the number is verified.

Do’s

  • Contact the official helpline of the organisation.
  • Send queries only to the official customer care email ID listed on the company’s website.
  • Use verified platforms such as the official website, mobile app, or authorised service centres/branches for complaint resolution.

By sticking to these practices, you cut down the chances of falling prey to fraud.

Read More: 10 Cybersecurity Tips to Stay Safe Online in India

Smarter Ways to Raise Complaints

Social media is useful for drawing attention, but it should never be the sole channel for solving problems. Instead:

  • Use the official mobile banking app to raise service requests.
  • Lodge complaints through the official website where your details are secure.
  • For sensitive matters, call the customer care helpline directly.
  • If needed, visit your nearest Bank branch for in-person support.

This ensures that your concerns are addressed safely without risking exposure to fraudsters.

What to Do If You’ve Been Targeted by a Fake Support Account

If you have accidentally shared personal or banking information with a fraudulent social media account, take action immediately:

If you are an RBL Bank customer:

You can also report cyber frauds to national authorities:

  • Visit the National Cyber Crime Reporting Portal: cybercrime.gov.in
  • Call the Cyber Crime Helpline: 1930

Fraudsters sometimes follow up with calls pretending to be from the bank. If you receive such calls:

  • Report them via the DoT Sanchar Saathi portal: sancharsaathi.gov.in
  • Alternatively, call the toll-free helpline: 1800 11 0420 or 1963
National Cybercrime Reporting Portal
sancharsaathi

Final Word of Caution

Social media offers speed and visibility, but it is not always safe for resolving banking concerns. Fraudsters are quick to imitate support teams, and even a small lapse can cause significant loss. Always reach out to official helplines, banking apps, or branches for complaint resolution to stay secure.

The next time you feel the urge to post a complaint online, pause and think. Ask yourself: Am I reaching out through the right channel?

Disclaimer:
Articles published on the website are merely indicative and suggestive in nature and do not amount to solicitation. The contents do not guarantee the desired returns and/or results. Reader is advised to exercise discretion and consult independent advisors for achieving desired result.

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