The Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan has published a step-by-step guide for consumers who believe a bank loan or microcredit has been taken out fraudulently in their name, covering immediate actions with the creditor, evidence preservation and reporting to the police. It also clarifies that a fraud allegation does not automatically result in a debt write-off and explains the conditions under which a write-off may be available. The guide instructs consumers to promptly contact the creditor to block cards, accounts and app access and to ensure their request is formally registered, while preserving call records, messages, codes, screenshots and account extracts. It sets out how to file a police report via eGov, e-Otinish or in person, and notes that registration triggers a pre-trial investigation under Criminal Code Article 190. Once a victim recognition order or a police submission is obtained, and it specifies the loan amount, origination date and creditor name, the creditor must stop debt collection and credit-claim work within three calendar days; if the loan has been assigned to collectors, they should be informed about the criminal case and procedural document. If the creditor or collector is inactive, complaints can be filed to the Agency via e-Otinish. On debt write-offs, the Agency states these are possible only where fraud is confirmed and creditor breaches are identified, with an out-of-court route for clear violations and a court route where violations must be established judicially. Examples include granting online credit without mandatory biometrics, lending despite an eGov borrowing ban, failing to meet age-related requirements (under 21 or over 55 without confirmed consent), issuing a first unsecured consumer loan online without biometrics or in-person verification above set limits, and breaching the “decision-making period” (up to 8 hours for bank loans of 150 to 255 AEK and up to 24 hours for bank loans above 255 AEK and microcredits above 75 AEK) without borrower confirmation, subject to listed exceptions such as direct payment to a seller, repayment within the same bank or microfinance organisation, card operations within 150 AEK limits, and payment of taxes, fines and enforcement debts. Where a court orders a write-off, the creditor must write off the debt, return any withheld amounts and amend the borrower’s credit history once the court decision enters into force.

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