How Do I Know If a Phone Call is Really From the Bank?

Fraudsters may call pretending to be bank “support” or fraud agents. Thanks to caller ID spoofing, the incoming call might even display your bank’s name or official number. Don’t be fooled – banks rarely call customers without notice, and there are clear signs of a scam call.

They Ask for Sensitive Information

This is the biggest red flag.

A real bank will NEVER call and ask for:

• Your account password or PIN
• Verification codes sent to your phone
• Your full Social Security number
• Your debit card number (the full number)
• You to log in to your account while they’re on the line

Remember:

• Bank employees never ask you to provide a one-time code sent to your phone – those codes are private and only for you
• If a caller asks for any of this information, hang up immediately – it’s a scam
• Never share information with someone who called you unexpectedly

They Pressure You to Move Money or Make a Payment

One common scam involves creating panic and urgency.

Common tactics:

• The caller claims there’s fraud on your account
• They instruct you to transfer money to a “safe account” to protect it
• They ask you to send money via Zelle, wire transfer, or gift cards
• They claim you need to make a payment to “verify” your identity or “secure” your account

Important: Banks will NEVER ask you to transfer or send money to resolve fraud. Your bank can secure your account without you moving money anywhere.

Other warning signs:

• No legitimate company or government agency will demand payment in gift cards or cryptocurrency
• Real fraud departments don’t need you to send money to fix the problem
• Legitimate callers won’t pressure you to act immediately without thinking

What You Should Do

If you receive a suspicious call:

1. Don’t trust caller ID – it can be faked to show any name or number
2. Hang up immediately if something feels off or they start asking for personal information
3. Don’t call back using a number they provide
4. Contact your bank directly using the number on your statement, the back of your card, or the bank’s official website
5. Ask if there was a legitimate issue – in almost all cases, you’ll find out there wasn’t, and it was a scammer

Special Warning About Verification Codes

If you receive a text with a verification code that you didn’t request:

• Do NOT share that code with anyone
• A real bank never asks for a code that was sent to you
• Scammers might be trying to log in as you, and they need that code
• Keep it secret – delete the message if you didn’t request it

Take Your Time

Taking a moment to independently verify a call can save you from fraud. There’s no legitimate reason for a bank representative to rush you or make you feel like you must act immediately. Real banks understand that you need time to think and verify.

The Bottom Line

When in doubt, hang up and call your bank back using a number you know is real. We would rather you check with us a hundred times than fall victim to a scam once.

Need Help?

If you’ve received a suspicious phone call, contact Bank of Marin directly at (866) 626-6004 to verify its authenticity.