Do not trust an unexpected call just because the caller ID looks familiar or the caller knows details about you. Hang up, then contact the bank or other organization yourself through its official app or website, or a number on a recent statement or the back of your card. Never give the caller a verification code, password, remote access, or money to “protect” your account.
Use a trusted channel to verify the caller
Caller ID can be spoofed, and scammers may have obtained real personal or account details. Neither the displayed number nor the caller’s knowledge proves who they are. The Federal Trade Commission (FTC) and Consumer Financial Protection Bureau (CFPB) advise checking the claim independently rather than relying on the incoming call.
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- Ask who is calling and what the issue is. You do not need to answer account-security questions or follow instructions during an unexpected call.
- End the call. Do not use a callback number, link, or other contact detail the caller provides.
- Initiate contact yourself. Open the organization’s official app or website, or use the number on a recent statement or the back of your card. Do not assume a top search result is safe: scammers can buy search ads, the FTC warns.
- Ask whether the claim is real. Describe what the caller said and let the institution tell you what, if anything, you need to do.
You can say: “Which organization are you calling from, and what is the issue? I’m going to end this call and contact the organization using the number on my statement or in its official app.”
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Recognize requests that should end the conversation
A legitimate-sounding story does not make an unsafe request safe. Treat the following as warning signs, then verify the claim through a channel you initiate.
- A demand to act urgently: Claims of suspicious activity, a hacked account, arrest risk, or a payment deadline can be designed to rush you. Pause and make the independent callback.
- A request to move or withdraw money to keep it safe: The FTC identifies this as a scam pattern. Do not transfer money because an unexpected caller tells you to.
- A request for a verification code or password: A code can help someone authenticate as you. The FTC says, “No caller — especially someone from your bank or investment company’s fraud department — will ever ask for the verification code.” (Consumer Advice, June 2024.) Keep codes and passwords private.
- A request to take control of your phone or computer: Do not grant remote access to an unexpected caller.
- A demand for secrecy: The FTC advises involving a trusted friend or family member; a legitimate fraud department will not ask you to keep the call secret.
Read the FTC’s advice on calls about supposed fraud on a bank account and what verification codes are and why someone might ask for one.
What to do if you already shared information or sent money
- Contact the institution immediately through its official app or website or a trusted number on a statement or card. Tell staff whether you shared a code, password, account number, granted remote access, or made a transfer.
- Follow its account-protection steps. The right response depends on what was exposed and the institution; ask specifically how to secure the account and address any transfer.
- Report suspected fraud to the FTC at ReportFraud.ftc.gov.
Act promptly, but do not assume a payment can be reversed or recovered. The result depends on the payment method, timing, and institution.
Why caller ID and personal details are not proof
Impersonation scammers may fake a phone number or use information that has been bought, stolen, or otherwise obtained. The FTC reported that people said they lost nearly $3 billion to impersonators in 2024; that figure covers reported losses to impersonators, not phone scams alone or all unreported losses. The FTC’s impersonation-scam guidance explains how to report these incidents. USA.gov also provides an overview of imposter scams.
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