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

Zanderman

MSE_James said:

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

The big question remains, is the bank's recording the OP's call? Or a simultaneous call?  Unless the OP has actually heard it we cannot judge, all we know is that the bank have a call, discussing the same account.

gwapenut

Zanderman said:

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

Of who, though? Was it the OPs voice on the recording? My earlier post suggested someone else in the boiler room could initiate a simultaneous call to the bank, once the OP had rung back from his phone which may still have been connected to the boiler room.

It all depends on the crucial question which the OP has still not answered - via what medium did the "fraud department" initially make contact, and how soon after that contact did the OP call the number.

Zuzi

I am quite invested in this story, I find it concerning. OP please do update us on how exactly this started, how you were asked to contact the fraud team.

If I understand it correctly, there was no actual fraud committed (or attempted) BEFORE the call(s), the fraud was attempted DURING the call(s) and intercepted. The original "fraudulent transaction" which the OP seems to confirm that wasn't fraudulent was just used as an excuse to get them to get in touch.

I agree with those who think the recording is of a call between the bank and the fraudsters, who tried to impersonate the OP after receiving much of their personal details on a (parallel) call.

MalMonroe

Hi,

You may be interested to know that scammers are able to 'spoof' legitimate telephone numbers. Especially bank telephone numbers. (That is they use the number that is the official bank number/s to fool their victims.)

See info here - https://www.which.co.uk/news/article/i-had-no-idea-that-fraudsters-could-steal-bank-telephone-numbers-ao9p52W98Je0

And if you have ever watched 'Dirty Rotten Scammers' on the BBC, you will know that it's a very common scam and that scammers are not all that sophisticated. The programme was produced in conjunction with the Open University and is still on BBC iPlayer. It's a real eye-opener and should be watched by everyone, imo.

AmityNeon

Zuzi said:

I agree with those who think the recording is of a call between the bank and the fraudsters, who tried to impersonate the OP after receiving much of their personal details on a (parallel) call.

This still assumes the branch staff were perfectly willing to lie, and make themselves look worse in the process (incorrect 'staff number' used to make the transaction), instead of informing the customer it was somebody else impersonating the customer.

An official investigation would cause serious ramifications for the branch staff member(s) in question.

It also doesn't explain why, if events have been described accurately, branch staff were shocked at the intrusive level of detail in the identity verification questions asked by the fraud department.

Rob5342

Something doesn't quite add up here. Do bank branches still have managers that talk to people, and wouldn't any recording be at their main call centre rather than a branch?

MikeJXE

Crikey this sounds bad

My bank tells me they will never ask for numbers over the phone, they tell you never give your bank details to anyone even them 

They do ask for 2nd or 4th etc of the password and apparently they don't know the full password

I read somewhere in the post the account was blocked. Is that the case or is it now empty ? Has the  OP checked his account

The OP needs to use a different phone 

gwapenut

I had a genuine robot call from Santander fraud department who asked me to press a number, or say something, to be put through to someone. Or, failing that, to call them back on a number.

The number was not one I could find on Santander's website, and it stank of scam, especially with the "press to talk to someone".

To my astonishment, after raising a complaint (calling their main advertised number from a different phone), they confirmed it was indeed them ... enticing me to do everything you're told not to do.

born_again

IanSkye said:

Bank of Scotland Fraud Dept asked me to call regarding an unusual payment December 2022 (it wasn’t). The person who answered the call asked lots of detailed questions and asked me to hold for several long periods. This made nervous and I terminated the call.
Visited my local branch next day and they listened to their recording of the call and advised that an attempt was made by the scammer to take money from my account. Bank froze the account.

The bank advised that I make a formal complaint to get an answer to what happened. I am still waiting for a response. 

Called Complaints Dept today and they advised that calls to Fraud being intercepted by scammers is a regular occurrence. Is this known and communicated to bank account customers?

Care - calls to a banks Fraud Dept can be answered by a scammer. Anyone else experience the same?

As someone that works in that area. I'm really interested in how they did it. Especially as they have a call recording. 
Interesting to know how branch found call as our system will not search by customer.

No idea on what security BoS would normally ask & one reason why voice ID is so much safer.

>the scam was foiled by BofS because the person tried to use an incorrect staff number to make the transaction whilst we were on the phone.<

Makes little sense, as to make the payment they would have to actually be using BoS system, which would require them to be logged in & with a incorrect staff no they would never get in.

@Admiral_Barbarossa may well have a point. When CM rings aback to them, a 3rd party is already on the line to BoS to go through security. But that does not tie in with some of the reasons given by bank.

Intriguing.

But for a bank to admit this without resolving the complaint. Does not hold water. Especially "Fraud being intercepted by scammers is a regular occurrence" 

MikeJXE

gwapenut said:

I had a genuine robot call from Santander fraud department who asked me to press a number, or say something, to be put through to someone. Or, failing that, to call them back on a number.

The number was not one I could find on Santander's website, and it stank of scam, especially with the "press to talk to someone".

To my astonishment, after raising a complaint (calling their main advertised number from a different phone), they confirmed it was indeed them ... enticing me to do everything you're told not to do.

I'm with Santander and I would welcome that, too many people give information away then expect to be refunded which costs us all money