Online Fraud: What to do if you’re a victim

At BBVA Compass, we hope you never need this information. However, just in case you do, we want you to know exactly what to do to protect your banking and personal information online.

Stop using and isolate

Immediately stop using the computer or computer system that may be compromised. If the computer or system is connected to other computers, even if by a shared Internet connection, make sure you unplug all connections and isolate the machine or system. Viruses and dangerous software can spread quickly through a system, so it’s essential to isolate immediately to minimize damage.

Contact Us

Once an irregularity is detected, contact us immediately so we can take the necessary actions to protect your accounts. These include immediately disabling online banking access, changing all online banking passwords, and possibly closing the existing account(s) and opening new ones. If you would like us to, we can also review all recent transactions and electronic authorizations for irregular activity. It’s also a good idea to make sure no one has recently made any requests regarding the account, like changing the address, ordering checks, changing PIN numbers, ordering new cards, or asking account documents be sent to a different address.

File a police report

Contact your local police and file a police report about the incident. Include as many details and information as possible, and make sure you get a copy of the report. This is important for several reasons. First, electronic fraud is a serious crime, and law enforcement needs information if they hope to identify, arrest and prosecute the offenders. In addition, having a police report will make dealing with financial institutions, insurance companies and other entities much easier as you try to recover losses.

You are also encouraged to contact your local FBI field office to report online fraud, or file a complaint online at

Document, document, document

Recovering from fraud can be a complicated, time-consuming task. To make it somewhat easier, and to protect yourself, keep complete records of all action taken after the fraud occurred. Carefully document what phone calls you make — who you called, when you called them, who you talked to, and what information was given.

Don’t forget your personal accounts

If you do your personal banking from an affected work computer, your personal accounts could be vulnerable. Immediately take steps to protect your accounts including reviewing accounts for fraudulent activity, contacting financial institutions, and possibly even closing the accounts. For more information about protecting your personal accounts, visit the Federal Trade Commission’s Identity Theft website.

Get a system checkup

To help prevent being victimized again, it’s a good idea to have your computer systems reviewed by a qualified computer forensic/information security professional.

If you have any questions about this information, please don’t hesitate to contact us. We’re here to help.

  • 1-800-273-1057
  • Visit a branch near you.