Bank impersonation and 'safe account' scams

How it works

The call, text or email says there’s suspicious activity on your account. The person sounds professional, knows some of your details (often from data breaches), and may make the caller ID look like your bank’s real number. Then they ask you to do one of these:

• read out a code your bank has just texted you (that code authorises a payment or a new device)
• install a remote access app so they can “secure” your computer
• log in to internet banking while they talk you through it
• move your money to a new “safe account” while they investigate

Every one of these hands control of your money to the scammer.

The rule

Your bank will never ask you to move money to a safe account, read out a security code, or install remote access software. If a call makes you anxious, that’s the scam working. Hang up.

What to do

1. Hang up, then call your bank yourself on the number on your card or in your app. Use a different phone if you can, because some scams keep the line open.
2. If you’ve moved money or shared a code, tell your bank immediately that it was a scam. Ask it to stop or recall payments.
3. If you installed an app, disconnect the device from the internet and don’t use banking on it until it’s been checked.
4. Ask about reimbursement. New Zealand banks adopted strengthened scam protection commitments in the Code of Banking Practice from 30 November 2025. Reimbursement isn’t automatic, but ask directly, and keep notes of every call.
5. Report it to Police (105), Netsafe (0508 638 723) and the National Cyber Security Centre (0800 114 115).

Protect yourself in advance

• Agree a family rule that no one moves money because of a call they didn’t start.
• Turn on any extra protections your bank offers, such as payment delays or confirmations for new payees.
• See how scams work on New Zealanders for the patterns behind every version.