Online security

24 June 2020

When fraudsters call using your bank’s phone number

The phone rings, you recognise your bank’s phone number, you pick up ...

Fraud often starts with phishing

Fraudsters don’t know which bank a particular person is with. To identify their victim, first of all, they send phishing e-mails or text messages purporting to be from a bank, knowing that the people who will be taken in are definitely a customer with the bank whose name they have used. By clicking on the link in the e-mail or text message, their victim goes to a fake bank website where they will provide their identification codes to their bank online.

Your bank’s phone number comes up on the phone, but these are fraudsters

Some websites offer this type of service in return for payment. They call from their platform and they choose the phone number that will come up on the screen of the person they are calling. In this case, fraudsters use these services to make people believe that the bank is calling their customer, to make their contact more believable. 

Sometimes, they have already made a transfer from their victim’s account using codes obtained during phishing

When fraudsters contact their victim, they always have an unusual and frightening story to tell, to force their victim to do what they ask:

- “your bank account is in the hands of fraudsters”

- “you risk losing all your money”

- “look at this payment, it was made by fraudsters, you need to react immediately”


This last point is important. As we explain above, fraud starts with phishing. If the victim has provided their bank codes, fraudsters will sometimes make a first transfer; this makes their call believable, because their victim doesn’t recognise the transfer.


Fraudsters ask for bank codes or make a transfer

The fraudsters’ aim is to obtain other bank codes in order to make transfers from their victim’s accounts. Sometimes, they will also ask the victim to transfer their money to a so-called “secure account”, in order to put their funds out of harm’s way whilst the bank takes the necessary measures. The victim then sends their money themselves to the fraudsters’ accounts.

The bank will never ask its customers for bank codes or ask them to transfer money. To avoid falling into the fraudsters’ trap, you must remember that:

  • ING will never ask you for your bank codes or ask you to transfer money to an account that you don’t know.
  • If you have any doubt, hang up and call the number that can be found on the back of your bank card. Using this number, you will always get through to your bank. Fraudsters cannot intercept your call.
  • We update our web page www.ing.be/fraude on a daily basis with new phishing messages. Keep yourself up-to-date; visit our web page www.ing.be/fraude.