Is a call from my bank asking me to visit a branch immediately because of fraud on my account genuine?
Treat it with caution. While genuine bank fraud alerts exist, scammers use the same approach to get you to a branch where a courier awaits to collect your card and PIN.
Last reviewed: 1 August 2026
Explanation
Bank courier fraud and branch-visit fraud are well-established tactics in which a scammer posing as a bank fraud investigator — sometimes backed by convincing caller ID spoofing — asks you to visit your branch to 'cancel a compromised card' or 'withdraw cash for safekeeping'. At the branch or shortly after, a courier arrives to collect the card or cash on behalf of the 'fraud team'. Real banks never send couriers to collect your cards, cash, or PIN. If you receive such a call, hang up and call your bank directly using the number on the back of your card or 159 in the UK. Never hand your card or cash to anyone who arrives claiming to be from your bank.
A distinctive feature of this fraud is the instruction to deceive branch staff — you may be told the investigation is testing corrupt employees and that you must give a cover story for the withdrawal. This inversion is the clearest possible signal: no genuine investigation asks a customer to lie to the very bank supposedly running it. Branch staff are trained to ask questions about unusual withdrawals precisely because they intercept this scam regularly. Answering them honestly protects you; the only party harmed by the truth is the fraudster on the phone.
Common red flags
- Instruction to visit the branch and then hand your card or cash to a courier
- Caller insists you must not tell branch staff the real reason for the visit
- Caller asks you not to talk to anyone about this for 'investigation' reasons
- Courier arrives at your home shortly after the call
- Instruction to withdraw large amounts of cash for 'safekeeping'
What to do now
- Hang up and call your bank on the number on your card or 159 (UK)
- Never hand your card, PIN, or cash to a courier
- Tell branch staff the truth about any instructions you were given
- Report the call to your bank's fraud team immediately
Frequently asked questions
Does a real bank ever send someone to your home?
In very rare circumstances a bank may send a specialist representative, but they will not ask for your PIN or cash. If in doubt, contact your bank independently to verify any visit.
Why do the scammers want me to visit a branch at all?
Cash and cards collected in person avoid the transfer checks that banks apply to online payments. Involving a branch also makes the process feel official, which lowers the victim's guard.