An unexpected call that appears to come from your bank could be a real alert—or an impersonation. Caller ID cannot prove who is calling. Get the caller’s basic claim, hang up, and contact the bank through a channel you choose independently. Do not share a verification code, grant remote access, or move money to “protect” it.
Why a call that looks like it is from your bank may be a scam
Scammers impersonate banks to create urgency and get people to reveal information or send money. They may claim there is a suspicious transaction, a hacked account, or a need to verify details. They can also fake the phone number or business name shown on caller ID. The Federal Trade Commission (FTC) warns that “caller ID can be faked.”
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A caller who knows your name, address, or some account details has not thereby proved they work for your bank. The FTC says scammers may buy or steal personal information to make an impersonation more convincing. In an April 2025 alert, the FTC reported nearly $3 billion in losses to impersonators in 2024; that figure covers impersonation scams broadly, not bank phone calls alone.
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Some of the most dangerous calls say your money is at risk and instruct you to move it to a “safe” account, withdraw cash, buy gift cards, or send cryptocurrency. The FTC says a request to move money to protect it is a scam, and that bank or investment-company fraud staff will not ask you for a verification code. The Consumer Financial Protection Bureau (CFPB) likewise says real financial institutions and government agencies do not threaten people or ask them to send money to protect it.
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What to do while the caller is on the line
- Pause and get only the basic claim. Ask which bank the caller says they represent and what problem they say needs attention. Urgency is a reason to slow down, not comply.
- Hang up. Do not use a callback number supplied by the caller. You do not need to decide whether the call is genuine before ending it.
- Contact the bank independently. Open its official app or type its known website address yourself, or use the number on your card or a recent statement. Do not treat a paid search listing as a verified bank number.
- Keep your credentials and device to yourself. Do not provide a one-time code, password, or personal or account information to the unexpected caller. Do not install software or grant remote access at the caller’s direction. Ask about the alleged alert through the channel you opened yourself.
- Do not move or pay money at the caller’s instruction. Stop contact if they ask for a transfer, cash withdrawal, gift card, or cryptocurrency payment, then tell the bank using trusted contact details.
If you already shared information, access, or money
Contact the real bank promptly using its app, website, card, or statement, and explain exactly what happened: what information or code you disclosed, whether you granted device access, and whether you made a payment or transfer. If you see an unauthorized electronic transaction, notify your bank or credit union promptly.
The CFPB says banks and credit unions generally have ten business days to investigate after notification of an unauthorized electronic transaction. That is general investigation context, not a promise of reimbursement or a universal deadline for resolving every case; outcomes and timing depend on the transaction and applicable rules.
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How to report the call
The FTC accepts reports about phone scams at ReportFraud.ftc.gov, including from people who lost money or have information about a scam. Its phone-scam guidance recommends including the number that received the call, the number displayed on caller ID, any callback number the caller gave, and the date and time if known. The CFPB also lists the FBI, your state attorney general, and local police as possible contacts for scam or fraud victims.
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