Thanks to Jessa’s quick thinking and our layered security approach, a fraud attempt was stopped before any harm occurred. While the request seemed routine, subtle inconsistencies signaled something wasn’t right. Acting swiftly, Jessa ensured the account remained secure and guided the customer on best practices to prevent future fraud.
How did the fraud attempt begin?
Jessa: Someone impersonating our customer contacted us through the chat feature, requesting to have their debit card unblocked.
What initial steps were taken to verify the individual?
Jessa: I followed standard verification steps, but something still felt off.
What raised suspicion during the interaction?
Jessa: Although the individual claimed the transactions were theirs, the activity seemed unusual. I noticed inconsistencies that raised red flags.
What action did you take when you became uncomfortable?
Jessa: I informed them that additional verification was required. They responded that they had poor signal, which made me more suspicious.
How did you confirm the fraud attempt?
Jessa: I called our actual customer, but she didn’t answer. I then reached out to her husband, who is also on the accounts. They were already on the phone with someone claiming to be from our Fraud department. When I asked for the name of the caller, they said “Charles,” and I informed them that the caller was not from our institution.
What advice did you give the customer?
Jessa: I told them to hang up immediately and reminded them that we would never ask for personal information such as debit card numbers, Social Security numbers, or usernames with passwords.
What steps were taken to secure the accounts?
Jessa: I assured them we would help secure everything. We took immediate steps to secure the account.
How do you prevent fraud?
1. Never share sensitive information
Your bank will never ask for debit card numbers, Social Security numbers, usernames, or passwords through phone, email, or chat.
2. Verify who you’re speaking with
If someone claims to be from your bank or fraud department, hang up and call the official number on your card or statement.
3. Be cautious with urgent requests
Fraudsters often create a sense of urgency. Take time to verify before acting.
4. Don’t trust caller ID alone
Scammers can spoof phone numbers to look legitimate.
5. Enable multi-factor authentication (MFA)
Use MFA for online banking to add an extra layer of security.
6. Monitor your accounts regularly
Check for unusual transactions and report them immediately.
7. Avoid sharing verification codes
Codes sent by your bank are for your use only. Never give them to anyone over the phone or chat.
8. Be alert to unusual circumstances
Poor signal excuses, reluctance to verify identity, or pressure to act quickly are red flags.
9. Keep your contact information updated
Ensure your bank has your correct phone number and email for secure communication.
10. Report suspicious activity immediately
If you suspect fraud, contact your bank’s phone number right away.