Let's talk fraud and scams

• Watch out for phone calls, texts or emails that look and sound like they are coming from us, asking you to take action. Phone and text numbers can be spoofed. If you are not certain you are dealing with the Bank, contact us immediately.
• We’ll NEVER ask you to provide us with activation codes or one-time passcodes.
• We’ll NEVER direct you to a website or live chat or ask you to download software or an application. Fraudsters can set up fake websites, designed to steal your personal or banking information.
• NEVER allow anyone to remotely access your devices.
• We’ll NEVER contact you to authorise, re-authorise or reverse payments. If someone does, it’s a scam and you should hang up and call us directly.
• We’ll NEVER ask you for a Token 3 response. Token 3 responses are only used to authorise payments. At times, we may ask you for a Token 1 response to verify your identity.
• We’ll NEVER ask you to add a code to your landline or mobile phone. Codes starting *21* are used to set up call forwarding which could direct your calls to a fraudster. You can find out more here - All about Call Diversion | BT Help. Link opens in a new window

Fraudsters can call you and pretend to be from the fraud team at Virgin Money. They’ll say there’s been an issue on your account and you need to follow some simple instructions to reactivate your account.

They then coerce you into sharing one-time passcodes and sometimes activation codes and direct you to the app or online banking to approve a new device registration. If this happens, the fraudster can get access to your accounts and make payments.

There is a list of devices which are registered to your account in the app. It’s really important to check this on a regular basis to prevent fraud. It’s quick and easy to do.

Log into your app, tap ‘More’ at the bottom of the screen, then ‘Login, access and security’ and ‘Mobile app access’. Here you will see a list of all the devices that have access to your banking app. If you no longer have one or more of the devices listed, you can remove it by tapping on the recycling bin. If you don’t recognise a device, please take a note of the details, delete it and give us a call immediately. We’d then strongly recommended that you check your device for any potential malware.

It’s not hard for criminals to investigate business invoice details (even down to payment dates) and then pose as regular suppliers. If a supplier contacts you to make a formal request for bank account details to be changed, always verify with that supplier using their on-file details. It’s important that everyone inside a business is warned of the dangers of invoice fraud, and that everyone knows to always check invoices to identify potentially fraudulent transactions as soon as possible.

If you believe you have been the victim of Invoice Fraud and have issued a payment, please report it to us immediately. Alternatively you can contact us via email at report.fraud@virginmoney.com.

If you receive an email from your CEO or some other senior member of staff asking you make an urgent payment outside of normal procedures, don’t automatically follow their lead. It’s become very easy for fraudsters to manipulate the characteristics of an email, including the sender address, so that it looks genuine, but when you transfer the money, it goes straight to an account controlled by a criminal. Keep an eye out for any emails that might be written in a different style to usual, and always check any unusual payment requests directly, ideally in person or by telephone, to confirm the instruction is genuine.

If you believe you have been the victim of CEO Spoofing and have issued a payment, please report it to us immediately. Alternatively you can contact us via email at report.fraud@virginmoney.com.

1. Never disclose security details, such as your PIN, full banking password or one time pass code to anyone, even bank staff.
   A genuine bank or organisation will never ask you for these in an email, on the phone or in writing. Before you share anything with anyone, stop. Then pause to consider what you’re being asked for and question why they need it. Unless you’re 100% sure who you’re talking to, don’t disclose any personal or financial details whatsoever.
2. Don't assume an email, text or phone call is authentic.
   Just because someone knows your basic details (such as your name and address or even your mother’s maiden name), it doesn’t mean they are genuine. Be mindful of who you trust – criminals may try and trick you into their confidence by telling you that you’ve been a victim of fraud. Criminals often use this to draw you into the conversation, to scare you into acting and revealing security details. Remember, criminals can also make any telephone number appear on your phone handset so even if you recognise it or it seems authentic, do not use it as verification they are genuine.
3. Don’t be rushed – a genuine organisation won’t mind waiting.
   Under no circumstances would a genuine bank or some other trusted organisation force you to make a financial transaction on the spot; they would never ask you to transfer money into another account for fraud reasons. Remember to stop and take time to carefully consider your actions. A genuine bank or some other trusted organisation won’t rush you or mind waiting if you want time to think.
4. Listen to your instincts – you know if something doesn’t feel right.
   If something feels wrong then it is usually right to question it. Criminals may lull you into a false sense of security when you are out and about or rely on your defences being down when you’re in the comfort of your own home. They may appear trustworthy, but they may not be who they claim to be.
5. Stay in control – don’t panic and make a decision you’ll regret.
   Have the confidence to refuse unusual requests for personal or financial information. It’s easy to feel embarrassed when faced with unexpected or complex conversations. But it’s okay to stop the discussion if you do not feel in control of it.