Imagine receiving repeated phone calls telling you that your money is at risk and you need to act immediately. It can be easy to panic, which is exactly what scammers are counting on. When a customer reached out to Jennifer with concerns about a suspicious caller, she was able to help them slow down, recognize the red flags and take immediate steps to protect their accounts. Here, Jennifer shares what happened and what others can learn from the experience.
Can you talk about the situation where you helped a customer recognize a potential scam?
Jennifer: A customer reached out to me because they were concerned that someone may have gotten ahold of their debit card information. A family member was receiving repeated phone calls from someone claiming to be from their card provider and saying their accounts were being compromised.
What was the caller telling them to do?
Jennifer: The caller was creating a sense of urgency and telling them they needed to move money between accounts to keep it safe. They even knew the last four digits of a debit card, which made the call seem more convincing, and were trying to get additional information.
What made you realize this was likely a scam?
Jennifer: One of the biggest red flags was the pressure to act immediately and move money. Scammers often try to create fear and urgency so you don’t have time to stop and think. Once the money is moved, they may ask you to “verify” account information or provide other details that could give them access to your money.
What did you tell the customer to do?
Jennifer: The first thing I told them was to hang up and stop communicating with the caller. I also recommended blocking the phone number, not providing any additional information and taking steps to protect their debit cards and accounts.
Were they able to take action right away?
Jennifer: Yes. Because they had access to online banking, they were able to temporarily block the affected debit cards and closely monitor their accounts.
What’s the biggest lesson customers can take away from this experience?
Jennifer: Don’t let urgency or fear influence your decisions. If someone calls claiming there is a problem with your account and pressures you to move money or provide personal or account information, hang up and contact your bank directly using a trusted phone number. It’s always better to pause and verify before taking action.
Tips to Remember
Scammers want you to act before you have time to think. If something doesn’t feel right, pause, hang up and verify before taking any action.
- Don’t let urgency pressure you. Be cautious if someone says you need to act immediately to protect your money.
- Never move money at a caller’s direction. A request to transfer funds to “keep them safe” is a major red flag.
- Keep your information private. Never provide account numbers, card details, online banking credentials, passwords or verification codes to an unexpected caller.
- Don’t trust caller ID alone. A call may appear to come from a familiar or legitimate number.
- Hang up and call your bank directly. Use the phone number on the back of your debit card or another trusted bank contact rather than a number provided by the caller.
- Use your digital banking tools. If you’re concerned about your debit card, use available card controls to temporarily lock it and monitor your account for suspicious activity.
- When in doubt, ask for help. Taking a few extra minutes to verify something could help protect you and your money.
Remember: It’s okay to hang up. It’s okay to slow down. And it’s always okay to verify before you act.