Can you trust a call from your bank?

Cybercriminals use Caller ID Spoofing to call you simulating your bank’s phone number to steal money from your account.


Police reports to the Mossos d’Esquadra and the National Police are multiplying from victims of a telephone scam that has become popular in recent months. Using the technique of Caller ID spoofing, cybercriminals simulate the telephone numbers of customers’ banks and gain their trust until they obtain all the information they need to access their accounts or make transfers to fraudulent accounts.

The ID Spoofing method is analogous to SMS Spoofing and consists of changing the caller ID or phone number. Cybercriminals use virtual switchboard software easily available on the internet to spoof bank phone numbers and impersonate bank staff.

From here on, there are different variations of the same scam. As a general rule, criminals pose as agents of the bank’s fraud department investigating fraudulent transactions and pressure customers to block their accounts if they do not follow the given instructions. From communicating that the client has misconfigured one of the options on their current account and could be the victim of a scam, to alerting them that they have been the victim of a fraudulent operation and that they have to block the account or authorise a transfer.



♬ sonido original – Laia

How to protect yourself from these scams

The key to protecting yourself from any kind of scam is caution. Banking institutions insist that we should be wary of any unexpected call from the bank and not provide confidential information such as electronic banking credentials, card details or other means of payment or information (name, ID card number, date, and place of birth, etc.) that would allow anyone to impersonate us.

In the specific case of a suspicious request via a phone number that supposedly belongs to the bank, it is recommended to hang up and contact the bank’s customer service number to confirm that it was a legitimate call. On the other hand, you are urged to access electronic banking exclusively from the bank’s app, but never from links in text messages or e-mails.

Likewise, do not trust offers or promotions that seem too good to be true. If in doubt, you can always contact the bank or company through their official channels.

How to make a complaint

In case of unauthorised transactions on your bank account. First, change your passwords for all online services and make a complaint to the financial institution’s Customer Service or Customer Ombudsman. You can do this using the official complaint form or by calling the free telephone number for incidents and complaints, asking for the reference number corresponding to your complaint.

At the same time, you can file a complaint at a Mossos d’Esquadra police station. Still, there is little chance of finding the person directly responsible for the crime because it is often a matter of criminal groups or criminals outside the national territory.

If you have yet to receive a response from the bank within 30 days, or if the response is not satisfactory, contact the consumer office in your municipality. If the bank does not reimburse you for the amount fraudulently withdrawn or the mediation is unsuccessful, you can go to the Bank of Spain or to the courts. Remember that if the amount of the claim does not exceed 2,000 euros, you do not need a lawyer or solicitor. You can find more information here.

11Onze is the community fintech of Catalonia. Open an account by downloading the app El Canut for Android or iOS and join the revolution!

If you liked this news, we recommend:


Eurozone banks lose millions mismanaging IT

3 min read

The European Central Bank identifies fundamental...


How to protect ourselves from online scams

4 min read

Every year, there are millions of people around the...


Virtual cards for secure purchases

4 min read

Virtual cards are the main method of online...

Equip Editorial Equip Editorial

    Leave a Reply

    App Store Google Play