March 2025
Bank impersonations are on the rise, making it harder than ever to spot the difference between legitimate contact from your bank and scammers. In the last few months alone, 23 per cent of all scam complaints involved bank impersonation.
A common question we hear from customers is: "how can I be sure it’s really my bank calling?"
Being aware of what your bank should never ask you is crucial to protect yourself from scams.
This month, we highlight common warning signs we see, and offer helpful ways for customers to differentiate contact between scammers and legitimate bank communication.
Your bank should never:
- ask you to click on a link in a text message
- ask you for texted codes, passwords or PIN numbers
- ask you to transfer money to another account to keep it safe
- rush you into doing something unexpected or unusual
- request remote access to your device
If you get a message or a call that looks like it’s from your bank but:
- includes a link or prompts you to take immediate action?
- request for your code, password or pin?
- Do not share anything. Hang up and contact your bank directly using their publicly available phone number.
Report any suspected scams to your bank immediately.
We're here to help. If you have a complaint about your bank, you can make a complaint here. Get essential scam prevention tips from our Quick Guide on Fraud & scams or read our Scams tip sheet. You can also learn more about confirmation of payee in our Quick Guide.
What should I do if I’ve been scammed?
If you’ve been a victim of a scam, be very careful about paying someone to help you get your money back. The person may not be genuine, and you may well be at risk of further loss. Instead, talk for free to your bank, the police or us.
You can also report it to 0800 CERT NZ and 0508 NETSAFE