Bank helpdesk fraud: 'your account isn't safe' — real or scam?

This is one of the most damaging forms of fraud around. You receive a text or email saying there's a "suspicious transaction" on your account, or that your account is "no longer secure". Shortly after, a calm and friendly "bank employee" calls. They calmly guide you through moving your money "somewhere safe". In reality, you're handing it to the scammer.

It works because it sounds composed and helpful. That's exactly why knowing the pattern in advance makes all the difference.

What does bank helpdesk fraud look like?

It typically starts with a message (invented example):

Text from "ING-Alert": "We detected a suspicious attempt on your account. For your safety, our fraud team will call you shortly. Please pick up."

Then someone calls — they know your name and speak in a calm, measured tone:

"Good afternoon, you're speaking with the fraud department. We're seeing suspicious activity. Don't worry, I'm here to help. To secure your balance, please transfer it to a temporary safe account. I'll stay on the line and guide you through every step."

Sometimes the call even appears to come from your bank's real phone number — a technique called spoofing. It's still fake.

The signals that give it away

1. Someone asks you to transfer money to a "safe" or "vault" account. A real bank never does this. Your money is already safe where it is.
2. They ask for your codes, PIN, or ask you to log in while they're on the line.
3. They want you to install an app so they can "watch along" or "help you" — screen-sharing software.
4. The number appears to be from your bank, but remember: even a convincing number can be faked.
5. Calm combined with urgency: perfectly relaxed, yet "it has to be now, or you'll lose your money".

What to do

• Hang up. Even if it seems genuine. The rule is: hang up, close the message, call your bank.
• Call your bank yourself, using the number printed on your debit card — not any number they give you.
• Never transfer money at a caller's request, and don't install any app they suggest.
• Unsure about a related email or text? Forward it to check@islegit.email for a free verdict in under a minute.

What you should NOT do

• Don't transfer money to a "vault account" or "safe account".
• Don't share codes, a PIN, or login credentials.
• Don't install screen-sharing software (such as AnyDesk or TeamViewer) at a caller's request.
• Don't call back on a number included in the message.

If you already transferred money or cooperated

Call your bank immediately using the number on your card, block your account, and ask them to stop or reverse the transfer. Remove any screen-sharing apps from your phone or computer. Report the fraud to your country's fraud service (in the Netherlands, the Fraudehelpdesk on 0800-2117) and file a police report. Speed matters — the sooner you call, the better the chance of recovering the money.

This is a safety aid, not a guarantee. We don't store your emails, and personal details are stripped before anything looks at them.

Read next:

• ING phishing email: how to spot it
• DigiD and tax refund phishing
• Tikkie payment request scam

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