Don’t let fraudsters posing as police officers or bank staff turn your holidays into a financial nightmare.
By: Lonwabo Mtyeku – Community Newsroom Pictures: Supplied
As South Africans shift into festive mode—travel plans, family gatherings, and year-end rest—criminals are also gearing up. December has become peak season for impersonation scams, with fraudsters exploiting distraction, goodwill, and urgency to steal money and sensitive information. Increasingly, these criminals pose as bank officials, police officers, SARS representatives, or couriers, using fear and authority to manipulate their victims.
“Their objective is always the same,” explains Chris Boxall, Head of Card Transact, Industry and Fraud Detection at FNB. “They aim to confuse, pressure, and mislead customers into handing over personal information, bank cards, or money.”
Understanding how these scams work—and knowing what legitimate institutions will never ask of you—can be the difference between a safe festive season and devastating financial loss.
The Rise of Impersonation Scams
Impersonation fraud thrives on psychological pressure. Scammers deliberately create panic, often claiming that an account has been compromised, a suspicious transaction has occurred, or urgent action is required to prevent financial loss. Their tactics are designed to override rational thinking and force immediate compliance.
“These scams often target people who are unsure about banking processes or who feel intimidated by authority,” Boxall says. “Awareness is the strongest defence.”
How Phone-Based ‘Vishing’ Scams Work
Most impersonation scams begin with an unexpected phone call. The caller claims to be from your bank or another trusted institution and insists there is a serious problem with your account.
Victims are then instructed to:
- Share confidential information,
- Approve transactions they did not initiate, or
- Move money to a so-called “safe account”.
Boxall is unequivocal:
“Legitimate FNB staff will never ask for your PIN, password, CVV, or one-time password (OTP). They will also never ask you to move money to keep it safe.”
If a call feels rushed, threatening, or suspicious, the safest action is to hang up immediately and contact your bank using a verified number—such as the one on the back of your card or via the official banking app.
The Growing Threat of In-Person Impersonation
Alarmingly, impersonation scams are no longer limited to phone calls. Criminals are increasingly visiting homes, posing as bank staff or officials.
“These visits often target the elderly, the sick, or those who feel socially obligated to open their doors,” says Ettienne Fourie, Head of Fraud for Retail at FNB.
Fraudsters may claim they need to:
- Collect a bank card for security reasons,
- Resolve an account issue,
- Inspect a card, or
- Use your phone to ‘verify’ details.
None of these actions form part of legitimate banking procedures.
Fourie clarifies that in-person bank visits are rare, tightly controlled, and always pre-arranged.
“Branch Advisors may visit vulnerable customers only in exceptional cases, and never without prior approval, confirmation, and strict security protocols. Any unannounced visit should immediately raise red flags.”
Essential Safety Rules to Remember
For Phone-Based Scams
- Never share your PIN, password, OTP, or CVV—ever.
- Be suspicious of anyone demanding immediate action.
- Never move money to a ‘safe account’.
- Do not download remote access software at anyone’s request.
- If you receive an OTP you didn’t request, do not share it.
- A genuine bank representative will never prevent you from ending a call.
For In-Person Scams
- Treat unannounced visits as scams.
- Never hand over your bank card or withdraw cash for anyone.
- Do not allow strangers to use your phone.
- Verify any request directly with the institution involved.
- If the individual refuses to leave, seek help immediately—contact neighbours, security services, or the police.
Protecting Elderly and Vulnerable Loved Ones
Families and caregivers play a critical role in preventing fraud. Regular check-ins, saving trusted contact numbers on phones, and encouraging open conversations about unusual calls or visits can significantly reduce risk.
“Criminals rely on secrecy and fear,” Boxall emphasises. “Slowing the process down and talking about it removes much of their power.”
If You Suspect a Scam
Report suspicious activity immediately via the Security Centre on the FNB Banking App or by calling 087 575 9444. Early reporting not only protects you but helps prevent others from becoming victims.
Stay Alert, Stay Informed
The festive season should be a time of joy, not financial distress. By staying informed, trusting your instincts, and remembering that no legitimate institution will ever pressure you into secrecy or urgency, you can protect yourself and your loved ones.
This December, the most powerful gift you can give yourself is vigilance.
