Remote access scams

Scammers are calling our customers pretending to be from The Co-operative Bank and convincing them into allowing remote access technology to be downloaded onto their device.

This type of software is often referred to as RAT (remote access technology).

On this page:

Spot the signs of software scams

Step 1: Scammer will contact you or get you to contact them

Scammers have two techniques for software scams - contacting you or showing fake messages on your devices so that you contact them.

If they contact you

A criminal will contact you unexpectedly, through a text or email but most commonly by a phone call, pretending to be from your bank, the police or a trusted organisation like HMRC, your broadband provider or a well-known company like Amazon.

They may say there has been suspicious activity, a security compromise or a problem with the service they provide or a problem with your account.

If they get you to contact them

A pop-up on your browser may appear when you’re using the internet, stating that your computer is infected with a virus or spyware. It might ask you to call a number, and a scammer will answer pretending to be able to help you.

A computer screen displaying a message that suspicious activity has been detected on your computer. The message encourages you to phone the number on the screen.

Step 2: Scammer will convince you into allowing remote access technology to be downloaded onto their device

The scammer may direct you to a new website which appears to be a live chat service but is a trick.

They may also send you an email containing a link that downloads software or asks you to download an app onto your device (often known as TeamViewer or AnyDesk).

The chat service, email link or app can give the scammer remote access to your device, allowing them to view your screen and access your files and programs.

A smart phone displaying a text message conversation. A message is highlighted asking the user to click on a link and enter a code.

Step 3: Scammer will take over your device

Once the software has been downloaded, it allows the fraudsters to take over your device.

They can present screens to stop you from seeing what they are doing. If you have logged into your online bank account or emails, they’ll have full access and control.

They may then start setting up payments on your online banking or mobile app without you realising.

They may ask to share your one time passcode (OTP), security code or password

Never share codes or passwords with anyone who contacts you.

If a fraudster gets it they can access your account and steal your money.

If we suspect a fraudulent payment may be about to leave your account, we may text you to ask you to confirm if it is genuine or not first, before the payment can be made.

In a software scam, the criminal may have tried to move your money and may tell you to ignore our security message and to just reply ‘yes’. By doing this, you will be authorising the criminal to steal your money. Stop and call us immediately on 159.

Top tips for avoiding software scams

  • Say no

    Say no to callers asking for personal information. A genuine organisation will never ask to move your money or to share your details over the phone or email.

  • Do not feel pressurised by the urgency

    Do not let the person on the phone pressurise you into giving your details quickly. If in any doubt, hang up and call the company back using their official number from their website.

    If the caller claims to be from your bank or the police, put the phone down and call 159 where you will be safely routed through to our fraud team.

  • Never share your OTP

    Never share an OTP or PIN with anyone who contacts you, even if they claim to be from a reputable company or the Bank.

    Banks, the police and other organisations will never ask you to disclose your codes or any other personal information.

  • Look out for alerts from us

    If we suspect a fraudulent payment may be about to leave your account, we may text you to confirm if it is genuine or not first, before the payment can be made.

    If you’re a mobile app user, we also alert you of any account changes such as a new device registering for mobile banking or a change of details so you can contact us if this was not you.

    To opt in for push notifications on your phone, go to Settings, Notifications, then scroll down to find The Co-operative Bank and tap Allow Notifications.

A smart phone displaying multiple push notifications.

Learn more

  • Take Five

    Take Five offers straightforward and impartial advice to help everyone protect themselves from fraud.

    Visit Take Five

  • Common fraud threats

    Find out more about common fraud threats and how to avoid them.

    Explore our common scam guides

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