How do I spot a fake call from my bank?

Authorised push payment (APP) fraud often starts with an unsolicited call from someone claiming to be your bank's fraud team. They tell you that your account has been compromised and that you must urgently move your money to a 'safe account' they provide. They may also say they are sending a courier to collect your card and PIN. Both requests are fraudulent.

Real banks never instruct customers to transfer their own money to another account for security. If fraud has occurred on your account, the bank freezes the compromised account and issues a new one — they do not ask you to move money yourself. A bank would also never send a courier to collect your card. These are scripts unique to criminals.

Caller ID spoofing allows fraudsters to display your bank's genuine phone number on your phone. This makes the call feel authentic. Some fraudsters stay on the line while you hang up — if you call back immediately on the same handset, you may remain connected to the fraudster rather than reaching a new line. Always wait a few minutes and call from a different phone, or use a different line.

Banks use a variety of legitimate ways to contact you — text alerts about specific transactions, in-app notifications, and letters. But all of them give you time to verify. No genuine banking contact demands that you move money in the next few minutes.