Phone calls from a fake bank agent or fake police officer

Key rules

• Codes: Never read out an SMS code, PIN or card details to anyone who calls you.
• Caller ID: A call showing your bank's real number can still be a scammer.
• Safe account: No bank or police officer will ask you to move money to a safe account.
• Police numbers: Call 091 or 062 yourself to check anyone claiming to be an officer.

The short answer

If a caller says they are from your bank or the police and asks for a code, a PIN, card details or a transfer, it is a scam. Hang up. Give nothing. Then check using a number you find yourself.

How the scam works

Scammers can make your phone show your bank's real number, or a number you know. This is called caller-ID spoofing. Fake texts can even appear inside your bank's genuine message thread. So a familiar number proves nothing.

The call usually follows the same steps:

1. A "fraud department" agent says there is a suspicious charge or an attempt to access your account.
2. They quote your name, some of your details or a recent purchase, so you trust them.
3. They ask for codes, ask you to install an app, or tell you to move your money to a "safe account".
4. They press you to act now and not to hang up.
5. They use your codes to authorise transfers, Bizum payments or new cards in a digital wallet.

What your bank never asks

A real bank will never ask you, by phone, SMS or email, for:

• your full PIN or online banking password
• your full card number with the CVV
• one-time codes sent by SMS
• a code to confirm or cancel an operation. A code is for authorising an operation, never for cancelling one.
• installing a remote-access app such as AnyDesk or TeamViewer
• a click on a link to unblock your account

What real police never ask

The Policía Nacional and the Guardia Civil never ask, by phone, message or at your door, for bank cards, PINs, passwords, cash or transfers. They never ask you to hand over money or valuables to be "checked" or "protected".

Typical stories are:

• A caller says your account is compromised, or a relative has been arrested. They ask you to move money or give your card to a courier.
• A fake officer stops you in the street and asks to inspect your wallet. Ask to see the badge, give them nothing, and call the police.

How to hang up and check safely

1. Hang up. Give no data and no codes.
2. Wait a minute, or use a different phone. Scammers can keep the line open so that your call to the "bank" reaches them. You can also call someone you know first, to check you get a dial tone.
3. Call the number printed on your card, shown in the bank's official app or on its website. Never use a number the caller gave you.
4. Ask whether there is a real alert on your account.
5. If you already gave any data, ask the bank to block your card and change your passwords.
6. Report the case to the police.

For a caller who says they are police, ask for their ID number. Then call 091 (Policía Nacional) or 062 (Guardia Civil) yourself.

The checklist and the questions below go through these steps again.

Choosing between options

What should you do with a call that says it is from your bank or the police?

• Hang up and call the bank back: The caller says they are from your bank's fraud team, or asks for codes, a card, a link or an app install.

• Hang up and call 091 or 062 yourself: The caller says they are a police officer, claims a relative was arrested, or wants a card, cash or a transfer.

• Stay on the call and answer: Never, if the caller asks for a PIN, password, card number with security code, one-time code or a transfer.

Banks and police never ask for PINs, passwords, codes, cards, cash or transfers by phone. If the caller asks for any of these, hang up and use a number you found yourself.

Checklist

• Hang up as soon as the caller asks for a code, a PIN, card details or a transfer, and give no data.

• Wait a minute or use a different phone before you call anyone, so a scammer cannot keep the line open.

• Report the case to the police.

What to watch out for

• The script builds trust, then pressure: The caller quotes your name or a recent purchase, claims a suspicious charge, then pushes you to act at once, give codes, install an app or move money to a safe account. The codes are used to authorise transfers, Bizum payments or new cards in a digital wallet. Do not give any code or install anything. Hang up even if the caller tells you not to.

• Calling back can reach the scammer: Scammers can keep the line open, so the number you dial after hanging up may still connect you to them.

Frequently asked questions

Can a call really show my bank's own phone number?

Yes, scammers can make your phone display your bank's real number, because internet telephony lets them choose the caller ID. Fake texts can even land inside your bank's genuine SMS thread.

What if I already gave a code or card details on the call?

Call your bank straight away on the number printed on your card and ask them to block the card and change your passwords. Then report the case to the police. Do not wait to see whether any money moves.

Why should I wait a minute or use another phone before calling my bank back?

You should wait because scammers can keep the line open, so your call to the bank would still reach them. Wait a minute, or call a friend first to check you hear a dial tone. Using a different phone also works.

Which number do I call if someone claiming to be police asks for my card?

Call 091 for the Policía Nacional or 062 for the Guardia Civil yourself, never a number the caller gives. Hang up first and hand over nothing. If a person stops you in the street, ask to see the badge before anything else.