Bank helpdesk fraud
What it is and how to recognise it
In bank helpdesk fraud, scammers pretend to be bank employees. They call you and say that something is wrong with your account, that your money is at risk or that your debit card is no longer safe. They pressure you to act quickly to keep your money secure. Would you recognise this if it happened? Read on to learn how bank helpdesk fraud works and how you can prevent it.
How the scammers operate
The scammer calls pretending to be from your bank and uses all kinds of tricks to convince you to transfer money, share your codes, install screen-sharing software or hand over your debit card. Sometimes scammers mention personal details such as your address, account number or date of birth. That can make them seem trustworthy, but this information is often obtained through phishing, social media or data leaks. The things they say are meant to make you feel you need to act fast. And that is exactly what they want. It’s a trap so that scammers can access your account and your money. Always follow the 5 safety rules and what we would never, ever ask you!
We asked people in the street: “What do you do if ‘your bank’ calls to say your money is at risk?” Learn from our fraud expert how to recognise and prevent bank helpdesk fraud.
Tips on how to protect yourself and avoid bank helpdesk fraud
- Our most important advice: always check whether you are really talking to an ABN AMRO employee. Even if you have no doubts. You can easily do this by asking the caller for a Call Check. A real ABN AMRO employee will then send you a message in the ABN AMRO app or via Internet Banking. Scammers cannot do this.
- We will never ask you to share your security codes, to confirm payments or to transfer money. Not even to another account such as a so-called ‘vault account’ or ‘safe account’. Such accounts do not exist.
- We will never ask you to install software (such as AnyDesk, TeamViewer or LogMeIn) that would allow us to remotely control your computer, tablet or smartphone. Scammers will ask this.
- We will also never say that a bank employee, courier or police officer will collect your debit card. And we will never ask you to send it to us. Because it is about to expire, for example. If your card is about to expire, we will automatically send you a new one. Is your debit card no longer working properly? Then you can request a new one here.
- Your bank may ask you questions about an unusual transfer. They do this because the payment differs from your normal spending pattern. This is how the bank tries to protect your money and prevent fraud. If someone tells you how to answer questions from your bank, you are dealing with a scammer.
- Scammers call using a fake number. But due to a trick (spoofing), it looks on your phone as if your bank is calling. Ask the caller for a Call Check. Or hang up, look up the bank’s phone number yourself and call that number.
- Sometimes scammers mention personal details such as your address, account number or date of birth. That can make them seem trustworthy, but this information is often obtained through phishing, social media or data leaks. So be alert to phishing emails and be cautious about sharing your details on social media.
- You may receive a text message with a link instead of a phone call. We will never send you links to log in directly to Internet Banking or the ABN AMRO app. Read more about what we would never, ever ask you.
What to do if you fall victim to a scam
- Report it to the police and always notify us about the fraud.
- Report it to the Fraud helpdesk.
- Block the phone number
- Gather evidence: save any information relating to this type of bank helpdesk fraud, such as SMS texts, messages and bank statements.
- If you’d like to talk to other people who’ve been affected by scams, Victim Support Netherlands has an online support group (only in Dutch).
