'Hi, it's your bank'

Lesson 3 of 14 in our free Scams & Fraud guide: a 5-minute money game with the key points below.

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The story so far

Ronnie Rugpull: Hello, this is your bank's fraud team. Your account is under attack. Move your money to a SAFE account now. I'll stay on the line.
Mo: He sounds SO professional though. And he knew my name and my bank.
Nana: No real bank will ever ask you to move money to a 'safe account'. Ever. Hang up.
Chip: Then call your bank yourself on the number on your card — from a different phone if you can. Or dial 159, which connects you to many UK banks.

Ask you to move money to a 'safe account' → Real bank NEVER. Never. This is the number one bank impersonation scam.
Ask for your full PIN or online banking password → Real bank NEVER. Never.
Ask you to confirm a payment in your banking app → Real bank might. Real — but only for payments YOU made. If you didn't, call them.
Send a courier to collect your card → Real bank NEVER. Courier fraud. Banks don't collect cards.
Freeze your card if they spot odd spending → Real bank might. Normal fraud protection.
Red flag: “Hi mum it's me, dropped my phone in the toilet (ugh) this is my new number.” — New number + family member claim, with no way to check.
Red flag: “Can't log into my banking app” — Excuse for why they can't pay themselves.
Red flag: “can u pay this bill for me today, I'll pay u back tmrw” — Urgent money request.
Red flag: “pls don't call I can't talk rn” — Stopping you checking by voice. Huge red flag.
Myth: “If the caller ID shows your bank's real number, it must be your bank.” — Numbers can be spoofed. Hang up and call back yourself.
Fact: “You can hang up on anyone claiming to be your bank, police or HMRC.” — A real one won't mind you checking.
Fact: “Asking a family question only the real person knows can expose a 'Hi mum' scam.” — Or just phone their old number. Scammers hate voice calls.