Consumers continue to lose money to scams. According to the FTC, impersonation scams were the most reported fraud category in 2025, and bank impersonation scams recorded the highest losses within that category. We all like to believe we would never fall for a scam, but today’s fraudsters use sophisticated tactics that make their schemes appear legitimate. The good news is that understanding how these scams work can help you recognize the warning signs and protect yourself.

What Is a Bank Impersonation Scam?

A bank impersonation scam usually begins with a phone call, text message, or email that appears to come from a trusted financial institution. These imposters pose as bank employees and pressure victims into revealing sensitive information such as passwords, account details, or verification codes. In some cases, they may even try to convince you to transfer money to an account they control.
One tactic commonly used in these scams is phone spoofing.

What Is Phone Spoofing?

Phone spoofing is a fraud tactic that allows scammers to disguise the number they are calling from. They may alter the number to appear local or may even fully copy the number of a business you trust. The call appears to come from a legitimate company when, in reality, a scammer is on the other end.
In the case of bank impersonation scams, the caller may claim to work in a specific department within the bank. Even if the caller ID displays the bank name, be cautious if the caller creates a sense of urgency and pressures you to act immediately.

Warning Signs to Watch For

If you receive an unexpected call from someone claiming to be from your bank, hang up and contact the financial institution directly using the phone number listed on your statement or the bank’s official website. If you receive a suspicious text message, do not click on any links and report it to your bank.

1. Be cautious of unsolicited contact.

Be cautious of unexpected calls, texts, or emails from anyone claiming to represent a financial institution, business, government agency, or other authority figure. You can always hang up and verify the call’s legitimacy by contacting the bank through a trusted form of communication.

2. Watch for urgent messaging.

Scammers want you to act quickly without thinking about the legitimacy of their request. They may threaten you with serious consequences unless you act immediately.

3. Avoid sharing sensitive information.

Scammers may claim that they need your account information, PIN, or password in order to protect your account. They may also ask you to share a one-time verification code sent to your phone. Never share these codes, as doing so may give scammers access to your account. Real banks never ask for that information.

Protect Yourself

If you receive a phone call that pressures you to act quickly, hang up, even if the caller ID appears to be correct. Then contact the business through a trusted means of communication.
If you receive an unexpected call or text from an unfamiliar number, proceed with caution. Let the call go through to your voicemail. If it is legitimate, most callers will leave a message.

Reporting Scams

West Bank will never call, email, or text you to ask for sensitive information such as authentication tokens, usernames and passwords, or account information. Remember to never give out your personal or financial information unless you initiate the communication and are confident in the legitimacy of the request.
If you believe you may have fallen victim to a scam, please contact West Bank Customer Service at 1-800-810-2301. You can also file a complaint with the FBI’s Internet Crime Complaint Center (IC3).
Many scams go unreported, which allows criminals to continue targeting new victims. Reporting suspicious activity can help protect others from scams.