Don’t fall victim to fraudsters pretending to be police or bank staff during the holidays
The festive season is meant to be a time for family, celebration, and well-earned rest. However, with criminals becoming bolder and more active, it can also be a period of heightened financial risk. While many South Africans are distracted by year-end commitments that come along with this period, fraudsters also take advantage of unsuspecting and vulnerable people by impersonating various officials through phone calls and even home visits.
“Their goal is simple,” says Chris Boxall, FNB’s head of Card Transact, Industry and Fraud Detection. “They want to confuse, pressure, and mislead customers into handing over personal information, bank cards, or money.”
These scams often target people who feel unsure about banking processes. Fraudsters use convincing language, as well as fear and urgency, to push victims into acting quickly. “Knowing how these scams work and understanding what a legitimate bank representative will never do can help customers protect themselves and their families,” Boxall says.
How phone-based vishing scams usually work
Most vishing scams begin with a surprise call claiming there is a problem on the customer’s account. Scammers create panic and insist that action must be taken immediately. They ask for sensitive information or instruct customers to move money for supposed safety.
Boxall warns that legitimate FNB staff will never ask for a PIN, password, CVV or OTP. They will also never ask customers to move money to protect it. “If the call feels rushed or suspicious, hang up and call the bank using the number on the back of your card or on the FNB Banking App,” he says.
How in-person impersonation scams work
Criminals also visit homes pretending to be bank employees or other officials. “These visits often target the elderly, the sickly, or people who may feel obligated to open the door,” says Ettienne Fourie, Head of Fraud for Retail at FNB.
Scammers typically claim they need to check a bank card, resolve an account problem, collect a card for security reasons, or ask to use your phone. None of these actions are part of any legitimate banking process.
Fourie explains that bank staff only visit customers in person in very limited, controlled circumstances. “Branch Advisors may visit vulnerable customers at home, in old-age homes, or in hospital, but only in exceptional cases and never without prior arrangement.”
He adds that the bank will never send a Branch Advisor to a customer’s residence without a formal request from the customer, their caregiver, or legal guardian. Any approved visit is arranged in advance, confirmed with all parties, and conducted under strict operational and security protocols, with some visits requiring branch management approval.
“Anyone arriving unannounced, requesting entry, bank cards, PINs, or access to a customer’s phone should be treated as a scammer,” Fourie says. “This impersonation is not limited to banks. FNB has also seen criminals pose as police officers, SARS officials, and courier companies.”
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