Protecting yourself from phone scams

Have you received a phone call from someone claiming to be from your bank or credit union? While financial institutions may occasionally contact members about their accounts, scammers often impersonate banks and credit unions to steal personal information, account details, or security codes.

Knowing how to verify a caller’s identity is one of the best ways to protect yourself from phone scams and financial fraud.

How do I know if a call from my credit union or bank is real?

Before sharing any personal information, take a moment to confirm who is contacting you. A legitimate credit union employee may need to verify your identity before discussing your account, but you should always feel comfortable taking steps to confirm the call is genuine.

Remember:

• Do not share your password, PIN, or one-time verification codes.
• Do not provide personal information if you feel pressured or rushed.
• If you are unsure, end the call and contact your credit union using an official phone number.

What is KYC (Know Your Customer) and why does it matter?

KYC stands for Know Your Customer. It is a process used by financial institutions, including credit unions, to verify a member’s identity and help prevent fraud, money laundering, and other financial crimes. During a legitimate interaction, a credit union employee may ask questions to confirm they are speaking with the correct person. These verification steps help protect your account—but it’s important to know the difference between identity verification and requests for sensitive security information.

A credit union or bank representative should never ask you to provide:

• Your online banking password
• Your debit or credit card PIN
• A one-time verification code sent to your phone
• Full security details that would allow someone else to access your account

How to verify a phone call from your credit union

If someone calls claiming to be from your financial institution, follow these steps:

1. Pause before sharing information

Scammers often create urgency by saying there is a problem with your account or that immediate action is required. Take your time. A legitimate organization will understand if you need to verify the call before continuing.

2. Ask for details

Ask the caller:

• Their name
• Their department
• The reason for the call

If anything feels unusual, do not continue the conversation until you have independently confirmed the caller’s identity.

3. Hang up and call back using an official number

If you are unsure, end the call and contact your credit union directly.

Use:

• The phone number on the back of your debit card
• The official phone number listed on your credit union’s website
• A trusted contact method you have used before

Do not call back using a number provided by the caller or in a suspicious text message.

Common signs of a phone scam

Fraudsters often use similar tactics to trick people into sharing information.

Be cautious if the caller:

• Creates a sense of urgency or panic
• Threatens to close your account or freeze your funds
• Asks for passwords, PINs, or verification codes
• Requests that you transfer money to “protect” your account
• Tells you to keep the conversation secret
• Becomes frustrated when you ask questions

These are common warning signs of a financial scam.

What should you do if you receive a suspicious call?

If you believe you have received a scam call:

1. Do not share any personal or financial information.
2. End the call.
3. Contact your credit union using an official phone number.
4. Report the suspicious call so your financial institution can investigate and help protect other members.

If you shared information during a suspected scam, contact your credit union as soon as possible.

How credit unions and banks help protect you from fraud

Credit unions and banks use security measures and fraud prevention practices to help protect member accounts. However, members play an important role too.

The best defence against phone scams is awareness:

• Stay cautious when receiving unexpected calls.
• Verify before sharing information.
• Keep your passwords and security codes private.
• Review your accounts regularly for unusual activity.

Frequently Asked Questions About Credit Union Phone Scams

Will my credit union ever call me?

Yes, financial institutions may contact members for legitimate reasons, including account service, fraud prevention, or identity verification. However, you should always verify the caller before sharing personal information.

Will my credit union ask for my password or PIN?

No. You should never share your online banking password, debit card PIN, or one-time verification codes over the phone.

What should I do if someone pretends to be my credit union?

Do not provide information. End the call and contact your credit union directly using an official phone number.

Stay alert and protect your financial information

Phone scams are becoming more sophisticated, but simple steps can help keep your information safe. If something feels unusual, trust your instincts. Take time to verify the caller, ask questions, and contact your credit union if you have concerns.

When it comes to protecting your money, it is always better to pause and verify than to risk sharing information with a scammer.