Hacker News Board Hacker News, browsed like a classic message board
Live data from Hacker News

When banks call to verify your details how do you know the call is legitimate?

news.ycombinator.com

Post reply on HN
Print view View original

1–10 of 39 posts

When banks call to verify your details how do you know the call is legitimate?

#1

Post by blurr »

I got a call from my bank claiming that they're discontinuing physical credit card statements and asking for my email to send statements via email. Then they proceeded to also ask for my date of birth and home address to "verify details" after making the unsolicited call. It felt off but the call came from within the bank. When I said I don't want to give the information over this call, they implied that I'll be inconveniencing myself and will have to go to a physical branch to verify my details and be able to receive credit card statements via email.

If the bank is actually initiating this, they shouldn’t be asking for personal info like DoB or home address over unsolicited calls. To the person receiving the call, it sounds like a phishing or social engineering attempt.

My assumption is that the bank's process is flawed and this wasn't a phishing attack. Can anyone recommend what best practices banks can follow to ensure safety for both customers and banks in such cases?

Re: When banks call to verify your details how do you know the call is legitimate?

#4

Post by blurr »

dv_dt wrote: post #2

For info exchanges like this, you should always insist on calling them back at a number listed on their card or website. If they cannot do that then its a scam or you should change banks

Yes, I asked the caller to give me a bank number to call back, to which she replied that they don't have a dedicated line for that purpose (???) and that I had to physically go to a bank to get it done. I'll be changing banks for sure :/

Re: When banks call to verify your details how do you know the call is legitimate?

#5

Post by blurr »

TowerTall wrote: post #3

A bank will never call you regarding this. They will send you a letter asking you to call them. In my case when the bank want to get in contact with me they send me a message through their online banking app.

It's quite possible that they do this for their online customers— it's a reputed bank here. I'm just using the bank's credit card and don't have a bank account with them, so I don't have access to their banking app.

Re: When banks call to verify your details how do you know the call is legitimate?

#6

Post by pwg »

blurr wrote: post #4
dv_dt wrote: post #2

For info exchanges like this, you should always insist on calling them back at a number listed on their card or website. If they cannot do that then its a scam or you should change banks

Yes, I asked the caller to give me a bank number to call back, to which she replied that they don't have a dedicated line for that purpose (???) and that I had to physically go to a bank to get it done. I'll be changing banks for sure :/

> Yes, I asked the caller to give me a bank number to call back

Don't do this either. If the caller was a scammer, they can give you a number that would call them back, and now they have you "hooked" because you think you've called your bank, when you really called the scammer back.

Call them back on a number printed on your statements or a number you retrieve, independent of this caller, from the bank's website.

Re: When banks call to verify your details how do you know the call is legitimate?

#7

Post by JojoFatsani »

blurr wrote: post #5
TowerTall wrote: post #3

A bank will never call you regarding this. They will send you a letter asking you to call them. In my case when the bank want to get in contact with me they send me a message through their online banking app.

It's quite possible that they do this for their online customers— it's a reputed bank here. I'm just using the bank's credit card and don't have a bank account with them, so I don't have access to their banking app.

That seems strange. There should be a portal for the credit card somewhere.

Anyways. Remember, you are in charge. You can always say you need to hang up and call the branch. If the service issue is serious, it can be handled at the branch or via an officially published bank phone number.

Trust no inbound call.

Re: When banks call to verify your details how do you know the call is legitimate?

#8

Post by k310 »

Here's what's on the Patelco site. It's good advice. Since the contact numbers are theirs, just go to the home page of your bank and look for info on phishing and Financial Institution Spoofing.

Their contact info should be easy to find.

https://www.patelco.org/financial-wellness/fraud-center/fina...

Biggest take-away:

3. Don’t share your personal information when you didn’t initiate the conversation

Whether by text, email, or phone, WE will never call you for personal information like:

  • Your online banking password
  • One-time Passcodes for transactions, registrations, or logins
  • Your card PIN, security code, or full card number
We may call you to verify something, but we won’t ask you for the information above unless you initiate the conversation or request we contact you.

Re: When banks call to verify your details how do you know the call is legitimate?

#9

Post by blurr »

k310 wrote: post #8

Here's what's on the Patelco site. It's good advice. Since the contact numbers are theirs, just go to the home page of your bank and look for info on phishing and Financial Institution Spoofing. Their contact info should be easy to find. https://www.patelco.org/financial-wellness/fraud-center/fina... Biggest take-away: 3. Don’t share your personal information when you didn’t initiate the conversation Whether by text,…

Appreciate the insight, thanks!

Re: When banks call to verify your details how do you know the call is legitimate?

#10

Post by blurr »

JojoFatsani wrote: post #7
blurr wrote: post #5

Earlier quoted context omitted.

It's quite possible that they do this for their online customers— it's a reputed bank here. I'm just using the bank's credit card and don't have a bank account with them, so I don't have access to their banking app.

That seems strange. There should be a portal for the credit card somewhere. Anyways. Remember, you are in charge. You can always say you need to hang up and call the branch. If the service issue is serious, it can be handled at the branch or via an officially published bank phone number. Trust no inbound call.

>That seems strange. There should be a portal for the credit card somewhere.

Yeah, they don't. The bank seriously needs to up their game.

> Trust no inbound call

This needs to get on their website :)

Post reply on HN