A call from a "bank employee" or a "grandchild in trouble" — how to safely end a suspicious call
The phone rings. Someone says they are calling from your bank — or that it's your grandchild and they're in serious trouble. Your heart starts racing. This is exactly the moment scammers count on. This guide will show you, step by step, what to do during such a call. You can handle it calmly — I promise. You don't need to be an expert with phones. You just need a few simple rules.
How is this different from a fake text message?
In another guide I wrote about fake text messages and emails, known as phishing. This is something different — a live phone call. The technical name is vishing (from "voice" and "phishing"), but the name doesn't matter. What matters is that a real person is on the line, trying to upset or scare you so you act quickly, without thinking. That's their only weapon.
The two most common scenarios
The first is the "fake bank employee" scam. The caller introduces themselves as a security consultant from your bank. They say something worrying is happening on your account, and ask you to "for safety" transfer your savings to another, "safe account", or read out a code you're about to receive by text message.
The second is the "grandchild in trouble" scam — sometimes also "the police officer" version. The caller speaks in an upset voice, claiming to be your grandchild, saying they've had an accident and urgently need cash. Sometimes they hand the phone to a supposed "police officer" who confirms the story. It is still the same scammer, or their accomplice.
Important note: the number shown on your phone screen can look like your real bank's number. Scammers can "spoof" a number — make a different number appear on your screen than the one they're actually calling from. So the number on the screen alone proves nothing.
What to do when you pick up such a call — step by step
- Listen calmly, but do not give out any details — not your card number, not a code, not a password.
- Ask the caller for their name and the branch number they claim to work at.
- Say out loud: "I'll call you back shortly."
- Hang up — either put down the receiver or tap the red icon on your screen that ends the call.
- Wait a full minute before dialling another number — sometimes the scammer does not hang up on their end and waits with a fake dial tone.
- Find the helpline number printed on the back of your payment card.
- Call that number and ask whether the bank really tried to contact you.
If the caller pushes you, raises their voice, or threatens that "you'll lose all your money if you hang up" — that is the clearest sign of a scam. A real bank employee never reacts this way to a request to call back.
What if a "grandchild" calls in trouble?
The rules are similar, but one important extra step is checking whether it really is your grandchild.
- Do not send or hand over any money during this call.
- Ask a question only your real grandchild would know — for example, the name of their first teacher.
- Say that you will call them back on the number you already have for them.
- Hang up.
- Call your grandchild's saved number, or call their parents.
What such a fake call sounds like in practice
A scammer might say: "Good morning, I'm calling from the bank's security department. We've noticed an unauthorised transaction on your account. To protect your money, you need to transfer the funds to a technical account right now." This is always a scam. No real bank employee will ever ask you to transfer money to a "safe account" or to read out an SMS code over the phone.
The "grandchild" version sounds different but has the same goal: "Grandma, it's me, I had a car accident, I need two thousand zloty right now, please don't tell my parents." Urgency, strong emotion, and a request for secrecy — these three warning signs should make you stop.
One rule that beats every scammer
Remember one thing, and you'll be safe in almost any situation: hang up and call back yourself, using a number you already know — from the back of your card, or your saved contacts. Never use a number the caller gave you, even if it sounds very convincing.
What to do if you already gave out details or sent money
If you've already given out an SMS code, a password, or your card number — there's no shame in that. Scammers are well prepared and can fool even careful people. Call immediately on the helpline number from the back of your card and ask them to block your card and account. In an urgent situation, also call the emergency number 112 and report the matter at your nearest police station. Never blame yourself — the scammer broke the law, not you. And remember, always: never read an SMS code out loud to anyone over the phone — not to a "bank employee", not to a "police officer", not to anyone.
If you're thinking about an account with real-time notifications for every transaction, you can compare personal account offers at BankSorter.com — an extra layer of protection, since you'll spot a suspicious transaction right away.