Call to LloydsBankofScotland Fraud Dept was hacked and scam attempted - a regular event?

IanSkye

Hi, I was asked to call the bank fraud Dept using the number they provided (it’s also listed on the banks website).
I haven’t heard the recording myself but the branch manager had listened to it and relayed the conversation as I recalled it without me prompting. The manager was shocked by the level of questions.

it seems from the responses from this forum that this isn’t a regular event even though Complaints said today that it was. Something seriously wrong occurred and the bank does not appear to want to disclose.

I will wait another couple of weeks for a response and then if not satisfied go to the ombudsman.

AmityNeon

This is definitely an internal issue. For bank branch staff to be able to listen to the recording (presumably hearing the questions asked and the customer's voice in response), and a 'staff number' being used to make the transaction, indicates this isn't your average third-party scammer or man-in-the-middle attack.

Zanderman

IanSkye said:

Hi, I was asked to call the bank fraud Dept using the number they provided (it’s also listed on the banks website).
I haven’t heard the recording myself but the branch manager had listened to it and relayed the conversation as I recalled it without me prompting. The manager was shocked by the level of questions.

it seems from the responses from this forum that this isn’t a regular event even though Complaints said today that it was. Something seriously wrong occurred and the bank does not appear to want to disclose.

I will wait another couple of weeks for a response and then if not satisfied go to the ombudsman.

Fraudsters on a phone call pretending to be your bank are common. Fraudsters inside the bank on the actual bank's phone lines are, afaik, very definitely not.  

What, specifically, did complaints tell you was a regular occurrence? The exact situation you had discussed in branch or a more generic fraudsters on a phone call situation. The distinction is important.

nyermen

gwapenut said:

How were you asked to phone them? Did they phone you, and then you called back within a few minutes? Sometimes they keep your landline connection open.

Perhaps once you called back the scammer, the scammer called the bank simultaneously to attempt the fraud. Was it YOUR voice on the bank's recording?

This was/is my thinking.  A more "traditional" approach to the "man in the middle attack".  That way security codes etc are passed back and forth for identification, and I would think that then they sussed the person they were talking to wasn't really the OP, and thats the recording they're referring to.

I would be very surprised if the bank has admitted that their own staff or procedures could be at fault, the above seems more likely given their admission?

OR (a bit out of the box thinking ) - is the scam still ongoing?  (even the responses are part of the scam?!)

gwapenut

IanSkye said:

Hi, I was asked to call the bank fraud Dept using the number they provided (it’s also listed on the banks website).
I haven’t heard the recording myself but the branch manager had listened to it and relayed the conversation as I recalled it without me prompting. The manager was shocked by the level of questions.

it seems from the responses from this forum that this isn’t a regular event even though Complaints said today that it was. Something seriously wrong occurred and the bank does not appear to want to disclose.

I will wait another couple of weeks for a response and then if not satisfied go to the ombudsman.

How did they originally contact you?

AmityNeon

Yes, we do need further details on how the fraud department initially made contact.

Also, you mention the 'unusual' payment in December 2022 having failed. Did you re-attempt the transaction until it was successful? How long was the duration between the failed payment and the fraud department making initial contact?

AmityNeon

nyermen said:

gwapenut said:

How were you asked to phone them? Did they phone you, and then you called back within a few minutes? Sometimes they keep your landline connection open.

Perhaps once you called back the scammer, the scammer called the bank simultaneously to attempt the fraud. Was it YOUR voice on the bank's recording?

This was/is my thinking.  A more "traditional" approach to the "man in the middle attack".  That way security codes etc are passed back and forth for identification, and I would think that then they sussed the person they were talking to wasn't really the OP, and thats the recording they're referring to.

I would be very surprised if the bank has admitted that their own staff or procedures could be at fault, the above seems more likely given their admission?

What admission?
Do you think the bank staff realised it wasn't the customer's voice and made up something regarding a 'staff number' to make themselves (BoS) look bad instead of the customer?

Admiral_Barbarossa

Here’s how they hacked OP

Delhi boiler room rings up OP saying they are Fraud Department, giving correct number of bank Fraud Department. OP hangs up, but caller remains on line. OP immediately rings number in phone, but because the line has not disconnected, is actually just tapping back to boiler room in Delhi.

Second operator in Delhi boiler room feigns there the Bank Fraud Department. 

Think, did I expect that call? Wait. Check for ring tone or use another phone!

MSE_James

But in that case the bank branch would not be able to confirm the details of the call.

Zanderman

Admiral_Barbarossa said:

Here’s how they hacked OP

Delhi boiler room rings up OP saying they are Fraud Department, giving correct number of bank Fraud Department. OP hangs up, but caller remains on line. OP immediately rings number in phone, but because the line has not disconnected, is actually just tapping back to boiler room in Delhi.

Second operator in Delhi boiler room feigns there the Bank Fraud Department. 

Think, did I expect that call? Wait. Check for ring tone or use another phone!

Clearly not, as the bank have a recording