Phone scam: what you can do

How the call usually starts

The call opens with a routine-sounding problem. A courier says a parcel could not be delivered, a bank asks about a transaction you do not recognise, or a telco warns your number is being suspended. This first call rarely asks for money directly.

Instead, you are told the matter needs to be handled by another department and the call is “transferred”. The next voice sounds more serious and official, and the story escalates from there.

By the time money is mentioned, you have already spent several minutes believing you are speaking to a real organisation.

Why they keep you on the phone

Once the story escalates, usually to a claim involving your bank account or an investigation, the caller works to keep you on the line and isolated. You may be told this is a crime you need to clear your name of. You may also be told not to hang up, not to tell family, or not to discuss it with your bank.

Some victims are told to move to a hotel, buy a new phone, or stay on a video call while they follow instructions. Every one of these steps exists to stop you from getting an outside opinion before it is too late.

A real investigation never depends on you staying on a single phone call without telling anyone.

Why the “safe account” is never safe

At some point you are told your money is at risk and must be moved to a “safe account” for verification or protection, often described as government-linked or supervised. This account belongs to the scammer, not any authority.

No police unit, bank, or government agency asks the public to transfer money into a separate account for safekeeping. Once funds reach that account, they are moved onward within minutes, through several other accounts.

If you are ever asked to move money for your own protection, treat that instruction itself as the clearest sign of a scam.

If you or a relative are on a call like this now

Ending the call is the safest first step, even if it feels rude or the caller becomes insistent. You can always call the organisation back later using a number from their official website or the back of your bank card.

If an older relative is on such a call, avoid arguing about whether it is real while they are still on the line, since this can make them defensive. Gently help them end the call, then talk through what was said once they are off the phone.

What to do next

If a transfer has already been made, contact your bank immediately to ask about a bank recall. Then call the National Scam Response Centre on 997, especially if it happened recently. Read about the first hour after a scam for the order to follow.

Report to the police, including the Commercial Crime Investigation Department, with the phone numbers used and anything you remember from the call. A calm, factual report helps even if the caller’s identity was never clear.