Damage due to help desk fraud amounts to 47 million euros

According to deputy director Aleid van der Zwan of the Dutch Banking Association, online fraud often has an enormous emotional impact on victims: ‘We therefore continuously take measures to prevent fraud and we help customers to arm themselves against it. This works well with forms of fraud such as phishing, where criminals try to gain access to the customer’s banking environment. But if customers are persuaded to transfer money themselves, it is more difficult for the bank to recognize fraud. We are therefore launching a new publicity campaign later this year to help customers identify fraud earlier. Pending a government-coordinated approach, banks are also seeking cooperation with the police, telecom providers, social media platforms and other parties that can help prevent these forms of fraud.’

Bank help desk fraud

In the case of bank help desk scams, a scammer calls victims allegedly on behalf of the bank. The scammer poses as a bank employee and tells the victim that his or her bank account is no longer safe. The victim can then be misled, among other things, to ‘secure his entire bank balance in a safe-deposit box’ with one or more transfers. Moreover, they often manage to convince the victim to also hand over the debit card with which money is immediately withdrawn.

What to do against bank help desk fraud

The bank never asks on the phone or in a text message to transfer money to other accounts, even in an emergency. So our message to customers is: hang up, click away and call your bank! As a victim of fraud or fraud, it is always important to report it to the police in addition to reporting to the bank. Detailed information about bank help desk fraud and other forms of fraud can be found on the websites of banks and on

Compensation from leniency

Although banks are not liable for the damage if a payment is made by the customer himself, banks decided at the end of 2020 to compensate the damage in case of bank help desk fraud under conditions of leniency. The reason for this decision is that this form of fraud abuses the trust that customers have in their bank, because the telephone number or name of the bank is misused. In 2021, the damage caused by bank help desk fraud was compensated in 92% of the cases. It is important that victims report fraud to the police.

Working together against fraud

The increase in digital crime is a broad social problem. This can only be tackled together with all the public and private parties involved, under the direction of the government. Over the past year, the banks have actively sought cooperation with other parties. For example, cooperation with the telecom sector has ensured that bank telephone numbers can no longer be misused by fraudsters. We are also looking at ways to give customers certainty that they are talking to a bank employee. In addition, as a result of cooperation with the police, successes have been achieved in tracing and prosecuting perpetrators.

New campaign

Banks continue to warn their customers about all forms of digital fraud. They do this directly through channels such as the internet and mobile banking, but also through joint campaigns on The Dutch Banking Association will therefore launch a new anti-fraud campaign later this year to help consumers identify fraud earlier.

Damage due to help desk fraud amounts to 47 million euros
Source link Damage due to help desk fraud amounts to 47 million euros

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