Every day, fraudsters are finding new ways to create urgency and confusion – often targeting customers at moments of transition, like moving to a new home or opening a new account. In this real-life scenario, a routine request to wire funds quickly uncovered several red flags that could have resulted in a significant financial loss. Through thoughtful questions, careful observation, and a commitment to protecting the customer, Kelly was able to slow the situation down and guide the customer toward the truth. Here’s a closer look at how the situation unfolded and the key questions that helped prevent a costly scam.
What initially brought the customer into the branch?
Kelly: The customer came in requesting a wire transfer of over $30,000 to a new account she had recently opened online with another financial institution. She explained that she was moving out of town and wanted to transfer funds to her new bank.
Were there any concerns with the wiring instructions?
Kelly: Yes. The wiring instructions were handwritten and showed multiple corrections, with numbers scratched out and rewritten. When I asked if she had verified the instructions with the receiving institution, she said the account number had been given to her over the phone and had not been independently confirmed.
Did the customer have any official documentation to support the account details?
Kelly: No, she did not. She mentioned she might receive something in the mail but had not yet received confirmation. When I asked if we could check her email on her phone for verification, she said she does not keep email on her phone.
When did she open the account, and did anything seem unusual about the timing?
Kelly: I explained we would need to wait until the next day to process it. I encouraged the customer to pause and take time to verify the request before moving forward.
Did she explain the urgency of the transfer?
Kelly: Yes. She said she had already started her move and needed to send a deposit for a new place, or she risked losing it.
Why did she choose this particular financial institution?
Kelly: She said she found the bank by searching online for institutions near where she planned to move and selected one from the results.
How did the conversation about potential fraud unfold?
Kelly: I explained my concerns and the risks involved, including that once a wire is sent, it is very difficult to recover the funds. Her response was, “I hope you’re wrong,” but she still wanted to proceed, so I prepared the wire to be sent the next day.
What steps were taken the following day?
Kelly: We asked the customer to return to the branch to review the situation and verify the information through trusted sources. I advised her not to use the phone number she had been given and provided the official number. We encouraged her to contact the financial institution directly using verified contact information from its official website.
What happened when she contacted the financial institution directly?
Kelly: The automated system could not verify her information, and representatives also had difficulty confirming her identity. After multiple attempts, a representative informed her that the account number did not belong to her and that she did not have any accounts with them. She was told she was being scammed and should not send any money.
How did the situation ultimately unfold?
Kelly: After further discussion, she shared that the situation began when her iPad was “acting up.” She had contacted what she believed was Apple support and was told her device had been hacked, which ultimately led to this scam attempt.
Tips to Help Protect Yourself from Scams
- Slow down – Scammers create urgency to pressure you. Take your time before sending money.
- Verify before you trust – Contact the company directly using a phone number from their official website – not one you were given.
- Be cautious with wiring money – Wire transfers are often irreversible if sent to the wrong account.
- Watch for red flags – Handwritten instructions, last-minute changes, or unclear details are warning signs.
- Don’t share personal information – Legitimate companies won’t pressure you to provide sensitive details quickly.
- Ask for help – Talk to your bank or a trusted person before making large or unusual transactions.