An 84-year-old customer was saved from a potential scam by the vigilance of staff at an NAB branch in East Maitland, New South Wales. The incident unfolded when Stella, the elderly customer, requested to increase her internet banking limit significantly, raising suspicions among bank employees.
Customer advisor Tiffany Bailey noticed that Stella was on a phone call while making the request. "The phone line went dead as soon as the caller heard my voice," Bailey said. Recognizing this as a red flag, she investigated further and discovered that the number was linked to a known scam.
Stella revealed she had been threatened by someone claiming to be from a major tech company, pressuring her into transferring $50,000 under false pretenses. Her son, unaware of the situation, waited outside the branch.
The scammer had also gained remote access to Stella's computer and coached her on what to say to bank staff. When he called again, branch manager Vanessa Kruger took action. "I told him that we were from NAB and we were on to him," Kruger stated. The caller hung up immediately.
The bank team blocked Stella's accounts temporarily and reassured her no money had been lost. They also advised cleaning her computer for security reasons. "She was instantly relieved," Bailey commented after assisting Stella through the ordeal.
NAB Executive Chris Sheehan emphasized the importance of recognizing scam tactics like urgency or unexpected contact: "Remote access scams often start with a phone call or computer pop-up." He urged individuals to verify any suspicious contacts independently using reliable sources.
Sheehan noted that combating scams requires constant vigilance: "Stopping scams is like playing whack-a-mole."