Scams where fraudsters are claiming to be from BT
We're aware that some customers are being contacted by individuals fraudulently claiming to be from BT or acting on behalf of BT. This type of fraud is an industry-wide problem that we're actively working to tackle. For the latest information please check BT.com/scams
Please be very careful as criminals are always looking at ways to trick consumers into giving out their personal, banking or BT account details.
Fraudsters sometimes 'spoof' the number they're calling from so if you dial 1471 you might see a fictitious number that masks the real destination numbers. They may also offer you a call-back number to confirm the legitimacy of their call and will then answer as if you're calling BT.
Remember, BT will never call you from an ‘unknown’ number.
You can always check your account online to see if there are any problems. Just go to www.bt.com/mybt >
If you're unsure about the caller
Here's what you can do:
If you suspect you've been a victim of a scam or are concerned about the security of your accounts, the easiest way to report this, is to Action Fraud. They are the UK’s national fraud and internet crime reporting centre - use the Action Fraud reporting tool. If you don’t have internet access call 0300 123 2040. Also, contact your Bank immediately to look out for any suspicious activity on your account.
Additional security advice is given on our scams website, including links to CIFAS – who in conjunction with 300+ financial organisations help prevent people falling victim to Identity Theft – sign up to their Protective Registration Scheme.
We constantly monitor the network to safeguard our customers. If we detect suspicious account activity, which makes us believe that your account may be compromised or at risk, we'll act to secure the account immediately. We'll prompt you to change your password when you next log in. We never charge for support of this kind.
We also have preventative measures available such as free BT Call Protect. Simply put, BT Call Protect is our network service that will send nuisance and unwanted calls to a junk voicemail as well as providing customers the control to block other unwanted calls. There are a small number of customers who cannot have BT Call Protect – instead they can benefit from our BT nuisance call blocker phones that block up to 100% of nuisance calls. Here’s some advice on how we can help you deal with unwanted calls.
Fraudsters impersonating your bank (or other respected organisations)
An increasingly common fraud is where criminals call you and try to persuade you they're from your bank, internet service provider or even the police. They'll try to convince you that a fraud has been committed against you and persuade you to hand over your card details including your PIN. This information is then used to get access to your personal details and finances.
You'll often be asked to call the company back so that you can verify the caller as genuine. You may even hear a recorded dial or ring tone and then the caller will answer pretending to be your bank.
We strongly recommended that you always call the caller back, but that you do it from a different phone line or mobile. If you can't do this, take five. Take 5 minutes to think through why you are following their instructions – take time to check with a family member, friend or carer if they feel the actions may be suspicious. Here's how to be more security conscious:
Criminals may already have basic information about you such as your name and address or even your account details, so never assume a caller is genuine just because they have these. Never give out any personal information over the phone.
If you have been the victim, or attempted victim of this type of scam you should also report it to Action Fraud on 0300 123 2040, or online at www.actionfraud.police.uk. Not only does this help raise awareness and create a self-supporting network of consumers – it also helps build a bigger and better picture geographically and your story could help someone in a similar position.
There's also more information on our scams advice page .
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