The phone rings. An unfamiliar number. The voice on the other end says, "Hello, this is your bank's security department." Your heart skips a beat — could something really be wrong with your account? That one moment of confusion is exactly what scammers count on. This guide explains how to tell a real call from a fake one, and what to do if you have already said something or handed something over to a scammer.
How scammers usually operate on the phone
Scammers do not choose a phone call by accident. A real person's voice, speaking confidently and quickly, is far more convincing than a text message. Here are the three scenarios that come up most often.
"The bank's security department" warns you about a suspicious transaction
Someone calls and introduces themselves as a bank employee. They say someone is trying to withdraw money from your account or take out a loan in your name. The number on your screen may even look like your bank's real number — scammers can fake (spoof) the number you see on your display. This trick is called number spoofing: a technical method that shows a different number on your screen than the one the call is actually coming from.
Pressure and urgency
A real bank never rushes you into a decision within a minute. A scammer, on the other hand, keeps insisting: "you need to act right now," "your account could be blocked any second," "there's no time to lose." The goal of this pressure is simple — to stop you from hanging up, thinking it over, or asking someone else for advice.
A request to read out a code or install an app
Eventually, the "bank employee" asks you to read out a one-time confirmation code (a short string of digits sent by text message or shown in your banking app to confirm a transaction) or to install "security software" to protect your account. In reality, that software gives scammers access to your phone and screen. A real bank never asks you to read out a one-time code over the phone — that code is meant for you, and for no one else.
Behind these calls, scammers are after exactly what matters most to you: access to your everyday account, a loan, or savings held in a term deposit. You can read more about how these products actually work — and what to watch for — in our guides to personal accounts, loans, and deposits; understanding them makes it easier to spot what a scammer is really trying to get from you.
Warning signs to watch for
- The call is unexpected, and the caller immediately claims something is "wrong" with your account.
- You are being rushed, with no time to think or talk to family.
- You are asked to read out a one-time code, your PIN, or your full card number.
- You are asked to install an app "for security" or "for remote access."
- The caller asks you to transfer money to a "safe account" supposedly to protect it.
- You are threatened with your account being blocked if you do not act immediately.
- The number on screen looks official, but something about the conversation still feels off.
What to do if a call seems suspicious
The simplest and safest rule: hang up. You will not break anything and you will not offend anyone by ending the call. Afterward, dial your bank yourself, using the number printed on the back of your card or on the bank's official website — never call back the number the caller gave you, and never use a number saved from the suspicious call itself. Ask the bank directly whether they called you. If they did not, you have just avoided a scam.
Remember: a bank never asks you to read out a one-time code, your PIN, or your full app password. That information is for you alone.
What to do if you have already shared data or money with scammers
If you realize you have already told a scammer a code, a password, or other details — or already sent money — do not feel embarrassed, and do not wait. The faster you act, the better your chances of limiting the damage.
- Call your bank immediately using the official number from your card or website, and explain what happened.
- Ask the bank to block your card, account, or app if you shared access to them.
- If you installed any app at the caller's request, remove it and, if possible, disconnect your phone from the internet until you can get help.
- Change your banking app and online banking passwords, if you can safely do so from another device.
- Report the incident to the police and file an official statement — you will likely need it both for the bank and for any further investigation.
- Write down every detail you remember: the number that called, the time of the call, and exactly what was asked for. This helps both the bank and the police.
Do not blame yourself. Scammers are skilled at creating exactly the kind of alarm and confusion that stops people from thinking clearly. Anyone can receive a call like this — what matters is what you do next.