Freeze FAQs

There are 3 types of freezes:

• Debit freeze– Debit transactions such as cash withdrawal, payments through internet banking or mobile banking, UPI payments, ECS debits, etc. will not be allowed. Debits affecting your CIBIL score like EMI or credit card payments will also not be allowed.

• Credit freeze– Credit transactions such as cash deposits, IMPS/RTGS/NEFT inward, etc., will not be allowed.

• Total freeze – No credit or debit transactions will be allowed.

Any such transaction attempted from the account shall be declined or reversed in 24 hours.

Common reasons include:

• Instruction / Notice from Law Enforcement Agency.

• Fraudulent or suspicious activity.

• Internal monitoring and investigations.

• KYC non-compliance such as pending Re-KYC, submission of OVD etc.

• Return of welcome kit return for reasons such as no such address, consignee shifted etc.

You would receive:

• Intimation from the bank regarding the freeze marked on your account via various modes of communication such SMS, WhatsApp, Email, Notification on the Mobile Banking application. If you do not see the email in your inbox, please check your spam or junk folder.

• Error message while trying to use net banking, ATM, etc.

• Direct information from customer support or branch

Steps vary depending on the reason of freeze:

• Instructions / Notice from Law Enforcement Agency:

You need to get in touch with the concerned authority as stated in the communication from the bank and get a revocation letter for removal of freeze.

• Fraudulent or suspicious activity / internal monitoring and investigation:

You may contact the Bank and provide clarification regarding the transactions conducted in the account. You may also have to submit documents to support certain transactions carried out in your account.

• KYC non-compliance:

You may submit or update required KYC documents at the branch.

For Instructions / Notice from Law Enforcement Agency:

Timeline depends on the nature of the case and the issuing authority.

For suspicious activity issues/internal monitoring and investigation:

Usually requires investigation by Bank’s monitoring team and may take 1-2 days after due diligence is completed successfully.

For KYC related issues:

Typically, within 1-2 days after successful document verification.