Someone from your bank's fraud department just called. Is that real?

The problem

The phone rings and the caller says they work in your bank's fraud department. They give a name and a badge number. They already know your name and often the last four digits of your card, so it feels like they must be real.

They tell you someone has been trying to take money from your account and that they need your help to stop it. Then comes the ask. To protect your savings, you need to move them into a new account the bank has set up for you. Or you need to withdraw cash and hand it to a courier who will take it to the bank's secure office.

None of that is real. There is no safe account. Money you send goes straight to the person on the phone.

How it can happen

Scammers do not need to hack anything to sound convincing. Names, phone numbers and partial card details leak from data breaches and are sold in bulk. A caller who reads out the last four digits of your card is reading from a list.

Caller ID adds to the effect. Software lets a caller make any number appear on your screen, including the number printed on the back of your card. Seeing your bank's name tells you nothing about who is really calling.

The last piece is pressure. The caller says there is no time, that the thieves are working right now, and that you should stay on the line. Fear makes people skip the one step that would end the call, which is hanging up and phoning the bank yourself.

How to avoid it

Hang up. It is not rude, and it will not cause a problem with your account. Then call your bank using the number on the back of your card or on a recent statement. Do not use a number the caller gave you, and do not press redial.

On some landlines a caller can stay connected after you hang up. Wait at least a minute before you pick up the phone again, or use a mobile for the call to your bank.

A few habits make this easier. Never move money because someone phoned you. Never withdraw cash for anyone to collect. Tell a family member about the call so they can remind you next time. If unknown numbers ring often, a phone that screens callers gives you time to think before you answer.

Things to watch

• A call that creates urgency about your money.
• A request to move money to a new or "safe" account.
• A caller who tells you not to hang up while you check.
• A cash withdrawal for a courier or "bank agent" to collect.
• A caller who treats knowing your details as proof of who they are.

If you have already moved money or given out a code, call your bank now. Then read our guide on what to do after you shared a code or gave someone access.