Bank help desk fraud

If you receive a phone call from someone claiming to be an employee of your bank or Bitvavo, warning you about suspicious activities or transactions and offering to help secure your funds, this may be bank help desk fraud. Below, you’ll find more information on this type of scam and how to recognize it.

How do I recognize bank help desk fraud?

  1. Spoofed phone numbers
    You receive a call from a phone number that appears to belong to your bank, but the call is actually coming from a different number. This is called spoofing. Scammers may also call from a foreign number and play a recorded message asking you to confirm an action. Another method is sending a phishing SMS asking you to call a specific phone number regarding alleged fraudulent activity on your Bitvavo account.
  2. Fake employee identities
    Fraudsters conduct research and often impersonate real bank or Bitvavo employees. When you search for the provided name online, it appears legitimate. Scammers exploit this and may even ask you to verify their identity through LinkedIn.
  3. Creating a sense of urgency
    During the conversation, the scammer creates a sense of urgency, claiming that suspicious activity has been detected and immediate action is required. In some cases, the fraudster may have initiated the suspicious activity themselves, making their story seem more credible. They might also threaten fines or account closures if you do not comply.
  4. Requesting you to download software
    To appear more credible, the scammer may ask you to install a virus scanner, such as AVG. The scan will then produce a result indicating your device is compromised with malware, according to the fraudster.
  5. Manipulating crypto withdrawal settings
    The scammer guides you through enabling crypto withdrawals but phrases it differently so you don’t realize what is happening. Enabling crypto withdrawals includes activating two-factor authentication (2FA) and making a small deposit (e.g., one cent). For more details on enabling crypto withdrawals, see this support article.
  6. Proposing fraudulent solutions
    The scammer may offer a 'solution' in various ways:
      • Remote access to your device: They may suggest taking control of your device via software like TeamViewer or AnyDesk to "secure" your funds. Granting access allows the fraudster to control your bank account, Bitvavo account, and email.
      • Fake login websites: They may instruct you to log in via a fraudulent website. Once logged in, they gain full access to your Bitvavo account. These sites may also have an option to link your email—do not do this, as the scammer can then reset your password and send fraudulent emails.
      • External wallet setup: They may ask you to download an external wallet like Trust Wallet or Exodus and provide a seed phrase (12 words). The scammer claims this is a safe wallet, but it is controlled by them.
      • Transferring funds to a scam wallet: They might instruct you to send funds to a wallet address shared during the call, falsely claiming it is a secure destination.
      • Phishing for seed phrases: They may direct you to a fake website where you are asked to enter your external wallet’s seed phrase. Once entered, the scammer gains full control of your crypto wallet.

The scammer will keep you engaged until they have successfully completed a fraudulent transaction without your knowledge.

What does Bitvavo or a bank never ask you to do?

A legitimate bank or Bitvavo employee will never call you without an appointment and will never ask you to:

  • Provide passwords
  • Log in (especially on a fraudulent website)
  • Sync your email address (on a fraudulent website)
  • Share seed phrases (12 words) or enter them on external websites
  • Share security codes
  • Enable crypto withdrawals
  • Install software
  • Create an external wallet
  • Allow remote access to your device
  • Make euro payments or crypto transactions
  • Call or email Bitvavo

How do scammers get my details?

Fraudsters likely obtained your details illegally, such as through a data breach or hack. Your exposed information may include:

  • Your bank account number
  • Your phone number
  • Your name and address
  • Your email address
  • Your transaction history

Since scammers already have this information, their stories seem convincing. You can check if your data has been leaked in the past using this website.

Important: This type of fraud is often linked to phishing emails or SMS messages.

After entering your details on a phishing website, you may receive a call claiming there is suspicious activity on your account. This is false—the scammers are referring to their own phishing attempt.

You may also receive a phishing SMS urging you to call a specific number. This is not us. Do not call the number and report it immediately via fraud@bitvavo.com.

If you suspect you've received a phishing email but are unsure, read this article and check for examples on FraudeHelpdesk.nl. For more details on phishing SMS messages, see this support article.

Voicemail and recorded messages

Scammers are constantly developing new methods to deceive you. A recent technique involves leaving voicemails or automated messages asking you to call back, schedule an appointment, or press a button. Beware: this is an attempt at fraud. Do not respond—hang up immediately and report the voicemail to us at fraud@bitvavo.com. Your security is our top priority, and together we can stay ahead of fraudsters.

What should I do if I am contacted by a scammer posing as a bank or Bitvavo employee?

  • Do not share any information
  • Hang up immediately
  • Report the fraud attempt to your bank and Bitvavo

You can reach us via email at fraud@bitvavo.com.

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