In short
- Fraudsters pose as customer support, bank fraud teams, police, tax offices and regulators because people trust those roles.
- Caller ID, sender names and profile badges can all be faked or copied.
- Hang up, find the official number yourself and call back; a real organisation will never mind.
Why impersonation works
Most of us are taught to cooperate with support staff, bank employees and officials. They sound calm and organised, they often know something about us, and they usually call about a problem we would want solved. Impersonation scams borrow that trust. The fraudster does not need to invent a new story; they only need to sound like someone you already rely on.
Fake customer support
When people have a problem with an app or a service, they often post about it publicly or search for a help number. Fraudsters watch for both.
- Social media replies. Within minutes of a complaint, an account with a support-style name and the company logo replies: "Sorry to hear that, please message us." The account is fake.
- Search adverts and fake help pages. A paid search result or a look-alike page lists a "24-hour helpline". The number goes to the fraudsters.
- Help groups. In forums and chat groups, "moderators" or "support agents" message people who asked questions.
Fake support agents typically ask you to install a remote-access app "so we can take a look", to read out a code, to "synchronise" or "validate" a wallet using your recovery phrase, or to move funds to a "secure" address while the issue is fixed. Genuine support teams ask for none of these.
Fake bank fraud teams and "safe accounts"
A caller says they are from your bank's fraud department. They may know your name, address and part of your card number, and the call may even appear to come from the bank's real number. They tell you your account is under attack and that you must move your money to a "safe account" right away, or convert it into crypto and send it somewhere for protection. Banks do not do this. Any request to move money for safekeeping is a scam.
Fake police, tax officers and regulators
Another version uses authority and fear. The caller claims to be a police officer investigating fraud at your bank, a tax official chasing an unpaid bill, or a regulator who has "frozen" your crypto. You may be told not to tell anyone because the investigation is confidential. Real officials do not ask you to pay fines in crypto or gift cards, do not ask you to help with an investigation by moving your own money, and do not threaten instant arrest over the phone.
What genuine organisations actually do
It helps to know what normal contact looks like. A bank may call to ask whether you made a particular payment, but it will not ask for your full password, a code you have just received, or a transfer to another account. Support teams answer through their own app or website and do not open conversations in private messages on social networks. Tax authorities generally contact people by letter first, and a genuine police officer will never ask you to move money or pay anything over the phone. Anything outside these patterns deserves a pause, however official it sounds.
Why caller ID and sender names prove nothing
Phone numbers can be spoofed, so the screen shows whatever number the caller chooses. Text messages can appear in the same thread as genuine messages from your bank. E-mail sender names can be set to anything. On social media, profile names, logos and even verification badges can be copied or bought. Treat all of these as decoration, not evidence.
The safe way to check
- End the conversation politely. Say you will call back. You do not need to argue or explain.
- Find the number yourself. Use the number printed on your card, on an official letter, or on the organisation's website typed in by hand.
- Use a different phone if you can. Some fraudsters keep a line open after you hang up, so the next call you make reaches them again. If you only have one phone, wait several minutes or call someone you know first.
- Ask about the call. Tell the real organisation what happened. If it was genuine, they will be able to see it.
In the UK, you can also dial 159 to be connected to the fraud line of many banks. Elsewhere, use the contact details on your card or in your bank's own app.
Do and don't when someone claims to be official
| Do | Don't |
|---|---|
| Hang up and call back on a number you found yourself | Use a number, link or app the caller gives you |
| Contact support only through the official app or website | Reply to "support" accounts that messaged you first |
| Tell your bank about any call claiming to be from them | Move money to a "safe account" or "secure address" |
| Keep one-time codes to yourself | Read a code out to anyone on the phone |
| Talk to someone you trust before acting | Accept "this investigation is confidential, tell no one" |
If it already happened
Stop sending anything and end contact with the person or platform, whatever they promise or threaten. If you paid from a bank account or card, call your bank straight away using the number on your card. Change the password of your e-mail account first, then of any other account you may have exposed. Keep every message, website address, wallet address and transaction reference. Then report it: our reporting page lists official channels in the EU, UK and US, and the first-hour checklist puts the steps in order.
Printable checklist
Is this message a scam? — If you tick even one box below, stop and check through a channel you choose yourself.
Sources
This guide is general safety education. It is not financial, legal or security advice for your individual situation, and it does not recommend acquiring, holding or disposing of any crypto-asset. If you think you are dealing with fraud, contact your bank and the police.