A Bank Customer Fraud Story: How Our Honey Brook Team Stopped a $20,000 Scam

*Please note: The events described are based on a real customer interaction at Bank of Bird-in-Hand. To protect the privacy of those involved, we changed names and identifying details. 

On the afternoon of August 11th around 2:44 PM, Anna* walked into the Honey Brook branch of Bank of Bird-in-Hand and approached the teller, Ellie*, about making a $20,000 withdrawal. 

Due to the large amount Anna requested, Ellie asked whether she preferred cash or a cashier’s check. Employees noticed she was on the phone and seemed frazzled and unsure how to respond. She turned to ask the caller on the other line what they preferred. Then, Anna left the branch to continue the conversation with the caller in her car. 

Inside the branch, Sarah*, another team member, began discussing the interaction. She felt something didn’t seem right. With another employee assisting a customer, Sarah asked Alex* for help. Alex then brought John* over to assess the situation. 

During this time, Anna was still sitting in her car, talking on the phone. “It was an awfully long time to ask someone whether they want cash or a check”, Ellie noted to Sarah. 

The Bank of Bird-in-Hand team decided to take precautions. Alex and John went outside to discreetly get Anna’s license plate number, just in case. 

Eventually, Anna returned and asked for the $20,000 in cash. This time, John was there to speak with her. He asked what the money was for, and Anna said it was for home renovations. When John asked if she had any proof of the renovations, she didn’t. 

John began explaining some common things fraudsters might say to someone they’re trying to scam. As he described the tactics, Anna became increasingly nervous and scared. She finally confirmed that the person on the phone had been saying the same things. It was clear that Anna was being scammed. 

When a Phone Call Turns Into a Fraud Attempt

The caller told Anna they were the Treasury and directed her to withdraw $20,000. This type of government impersonation scam is an example of how fraudsters use fear and urgency to convince people to hand over their money. 

The FBI has warned customers about scammers impersonating government and law-enforcement officials and using spoofed caller ID information to make fraudulent calls appear legitimate. 

Banking phone spoofing scams can also involve someone pretending to be a bank employee and claiming there is a problem with a customer’s account. The caller may tell the customer to move money, withdraw cash, or provide sensitive information to “protect” their funds. 

Caller ID isn’t enough to verify that a call is legitimate. Scammers can manipulate the number that appears on your phone. In Anna’s case, the bank team recognized the warning signs before she handed over the money. 

The Bank Team Steps In

After realizing Anna was being scammed, John gave her his number so she could tell the fraudster to call her “son” and speak with him instead. John stepped away to get his business card, and Sarah realized that Anna was still on the phone. The person on the other end may have been listening to the entire conversation. 

Sarah asked Anna for her phone and muted the call so the person couldn’t hear what was happening. When John returned and learned the caller was still on the line, he unmuted the phone and told the person to leave Anna alone. The caller hung up. 

John continued talking with Anna and helping her understand what had happened. She was visibly upset and distressed, so Alex got her a cup of water. Sarah helped Anna block the number and showed her how to block future calls that appear as “Potential Spam”. Anna expressed that she never really knew who to listen to. 

Sarah reminded her that when something like this happens, it’s best not to trust an unexpected phone call. Ellie also encouraged Anna to talk to people in person, such as walking into her local bank and speaking directly with someone she knows. 

Anna was sent to Jane*, who reviewed her accounts and confirmed that nothing appeared out of the ordinary. Jane stayed with her to offer reassurance and calm her down. 

Then, the fraudster called again, but this time, Jane answered. She identified herself as Anna’s banker and told the caller Anna wasn’t there. The caller hung up again. 

Because Anna had additional accounts at other banks, Jane encouraged her to check those as well to make sure there was no suspicious activity. 

Through a team effort, the Honey Brook branch identified the threat, stopped the attempted scam, and prevented Anna from potentially losing $20,000. 

Recognizing Bank Impersonation Scams

Anna’s experience reminds us that fraudsters don’t always rely on complicated technology or elaborate schemes. Sometimes, they simply create enough fear and urgency to make someone act before they have time to think. 

If you receive an unexpected phone call about your money, ask yourself:

• Is someone asking me to send money to someone I’ve never met or haven’t spoken to in years?
• Was I told to purchase gift cards?
• Did someone claiming to be a government official or bank threaten arrest, fines, prosecution, or deportation?
• Did I receive money from a stranger who now wants me to send some of it back?
• Did I receive an urgent call saying a family member is hurt, in danger, or in trouble?
• Was I told to deposit cash into a Bitcoin or cryptocurrency ATM?
• Am I making this decision because I feel threatened or afraid of what will happen if I don’t?

How to Avoid Bank Phone Call Scams

The best way to prevent scam calls and texts is to stop and take a moment to think before you act.  If someone claims to be from your bank, a government agency, or another organization you trust, hang up and contact the organization directly using a phone number on your bank card, statement, or the bank’s official website. 

The Federal Trade Commission also recommends contacting businesses and government agencies directly through information you know is legitimate rather than relying on an unexpected caller. 

Furthermore, be cautious if someone on the phone asks you to:

• Withdraw a large amount of cash
• Move money to another account for “protection”
• Share your password, PIN, or other sensitive information
• Purchase gift cards
• Send cryptocurrency
• Keep the transaction secret
• Act immediately because something bad will happen if you don’t

When in doubt, talk to someone you trust or visit your local bank branch. A face-to-face conversation allows you to slow down, ask questions, and verify what you’re being told. 

Reporting Bank Fraud in Pennsylvania

If you believe you’ve been targeted, don’t be ashamed to ask for help. Contact your financial institution as soon as possible. If you’ve already sent money or provided personal information, let your bank know what happened so they can help determine next steps. 

For reporting bank fraud in Pennsylvania, consumers can file a complaint with the Pennsylvania Office of Attorney General’s Bureau of Consumer Protection. The office accepts complaints involving scams and other potentially fraudulent or deceptive activity.

You can also report fraud to the Federal Trade Commission through its online portal. The FTC uses reports to identify scams and patterns of fraudulent activity. 

If the incident involves internet crime, phishing, or another type of online fraud, you can report it to the FBI’s Internet Crime Complaint Center (IC3). 

Need Help? We’re Here For You.

Anna walked into the Honey Brook branch intending to withdraw $20,000. Instead, she walked out without giving a fraudster money. This happened because the Honey Brook team paid attention, communicated, asked questions, and stayed with Anna the whole time. 

If something about a phone call, transaction, or request for money doesn’t feel right, don’t face it alone. Contact Bank of Bird-in-Hand or stop by a local branch. Our team is here to help you stop, think, and verify before you make a decision.