Fraud guide

Fake telephone calls

What is telephone fraud?

Also known as vishing is where fraudsters will call and encourage you to give out your personal details, such as your card, PIN, Mobile Banking App activation/passcodes or card reader codes.

Things to look out for

They may sound like they know you

A fraudster may have researched you to make you believe it’s a genuine call: “Is that John Smith speaking? Just going to confirm your personal details. Your address is … and your number is …”

Creating a false sense of urgency

So you have less time to think about what’s going on: “We want to get this sorted for you as quickly as possible, so if you can follow these instructions immediately...”

Fraudsters want to appear trustworthy

They may show empathy on a call to make the call feel more legitimate. This is so that you’ll follow their instructions.

They may ask for passwords and pin numbers

Never share your online banking login details, card reader codes or mobile app passcodes. 

They ask you to transfer money to keep it safe

A common tactic is that they ask you to transfer money to a 'safe account. This safe account can’t be trusted – you could be transferring your money straight to them: “We’ve set up a safe account where you can transfer your money.”

You might be asked to install software

This could give the fraudsters access and control over your computer screen, so they can see you enter your financial details, like your card number or your Online Banking passcode.

Steps to protect yourself

  1. 01

    If you receive a call from a trusted source call back 

    If you are unsure the call is genuine hang up and call back using a trusted number

  2. 02

    Take your time

    • Don't be rushed on a call. When you're forced to act quickly, it can be easy to misjudge a situation
    • Don't be afraid to hang up if you feel you're under pressure
  3. 03

    Never share personal info

    • Never give out personal or financial information and never share your any card reader codes or app codes.
    • Tell us straight away if you've given any details out or think you may be the victim of fraud or a scam.

Think you have been caught out?

It can happen to anyone, and it's better to be safe than sorry. We're here to help, whether you see a transaction you don't recognise, or accidently gave personal details to someone you don't trust.

More like this

Social engineering

Social engineering is the way fraudsters manipulate people so that they hand over personal information.

Fake emails

Fraudsters send emails pretending to be from a trusted organisation but they’re asking you to give away personal information.

Security centre

Our hub for all things fraud and scam related. Find out the latest trends