Is a call from my telecom provider saying I was overcharged and they need me to open my banking app to process a refund a scam?
Yes. Unsolicited refund calls that ask you to open your banking app are a well-known fraud format used to steal money.
Last reviewed: 1 June 2026
Explanation
Telecoms refund scams begin with a caller who claims to be from your broadband, mobile, or TV provider, saying you are owed a refund due to overcharging or a service fault. They ask you to open your banking app so they can 'transfer the refund'. Instead, they guide you through authorising a payment to themselves, or they install remote access software to access your accounts directly. Real telecom providers issue refunds as bill credits or by cheque — they never call you to process a refund that requires you to operate your banking app over the phone. If you believe you may have been overcharged, hang up and call your provider directly using the number printed on your bill.
Common red flags
- Unsolicited call about a refund you did not request
- Caller asks you to open your banking app or online banking
- Request to install remote access software or allow screen sharing
- Urgency — refund must be processed today or will be forfeited
- Caller knows your approximate bill amount
What to do now
- Hang up and call your telecom provider using the number on your bill
- Never open your banking app during an inbound call you did not initiate
- Do not install any software at a caller's instruction
- Report the call to your national fraud reporting service
Frequently asked questions
What if the caller already knows my account number?
Account numbers and partial billing details are commonly obtained from data breaches. Knowing your details does not make the caller genuine.