Searching Google for a bank’s customer care number may seem like the quickest way to resolve a transaction failure, blocked ATM card or refund issue. However, that simple search could expose customers to cyber fraud.
The State Bank of India has warned customers against relying on unverified customer care numbers found online, as fraudsters increasingly use fake helpline listings to impersonate bank officials and steal money.
The warning is part of SBI’s National Cyber Security Month Special Campaign 6.0, aimed at promoting safer digital banking practices.
In an advisory posted on X, the SBI urged customers to obtain customer support numbers only from the official websites of the organisations concerned.
The fraud often begins when a customer searches online for a bank’s customer care number. Scammers may place fake contact details on websites, online directories, social media pages or sponsored search listings.
When customers call these numbers, fraudsters pose as bank representatives and offer to resolve their complaints.
They may ask for account details, ATM PINs, card CVVs or one-time passwords (OTPs). In some cases, victims are instructed to install unfamiliar applications or transfer money under the pretext of resolving a banking issue.
Such tactics can give fraudsters access to sensitive financial information or lead to unauthorised transactions.
SBI has advised customers to take a few precautions before contacting a bank or responding to someone claiming to represent a financial institution.
Use official websites: Visit the bank’s verified website and check its 'Contact Us' section for customer support details.
Avoid unverified listings: Do not blindly trust phone numbers appearing on third-party websites, sponsored search results or social media posts.
Never share confidential information: Banks do not ask customers to disclose OTPs, ATM PINs, internet banking passwords or card CVVs to resolve complaints.
Beware of suspicious applications: Avoid downloading APK files or remote-access applications suggested by unknown callers.
Watch for pressure tactics: Fraudsters may threaten account suspension, claim that KYC verification is pending or demand immediate payment.
Verify suspicious calls: Disconnect and contact the bank using a number obtained directly from its official website or other verified banking channels.
Customers who suspect that they have been targeted should contact their bank immediately and request appropriate measures to protect their accounts.
If money has been transferred fraudulently, the incident should be reported without delay through the national cybercrime helpline, 1930, or the National Cyber Crime Reporting Portal at cybercrime.gov.in.
Customers should also change compromised passwords, block affected cards or banking access where necessary, and retain transaction details and other evidence.
Prompt reporting is important because the Reserve Bank of India's customer liability framework provides protections in certain unauthorised electronic banking transactions, depending on the circumstances and how quickly the incident is reported.
From failed UPI payments to ATM card issues, many banking complaints begin with a quick online search for a support number. Fraudsters exploit this behaviour by making fake helplines appear legitimate.
SBI's warning highlights a simple precaution: finding a customer care number online does not necessarily mean it belongs to the bank.
Verifying the number through an official source before calling can help customers protect both their savings and personal information.