It is also likely a scam is underway if you are asked to use a method of payment that is not listed on the official website.
If you're asked to wire money or send a payment to prevent fraud on your account, do not fall for it. A bank will never ask for money to prevent fraud.
Scammers may threaten to cut off your service if you don't pay them immediately. Legitimate companies or government agencies won't use scare tactics.
Don't feel ashamed or embarrassed to ask for help. Contact your bank and local authorities as soon as possible.