When the 'bank' is calling, are you sure it really is your bank you are talking to?

Most people wouldn't. This is exactly why this type of fraud is recording an increasing number of victims. The development of technology has allowed scammers to use increasingly sophisticated methods to create the impression that you are talking to a legitimate institution. One of the most dangerous is the so-called spoofing – false display of a phone number, so that the number you see on your device looks like an official bank number.

We used to be able to recognize suspicious calls almost immediately, but today's technology allows scammers to display a number on your mobile phone screen that looks completely identical to the bank's official number. Not only that, but the artificial intelligence enables them to sound very convincing and professional.

Also, when we see a familiar number, we automatically trust the person on the other end, which is not the case when we take a call from an unknown number. In addition, if a sense of urgency is created—such as a warning about an alleged security threat or a claim that immediate action is required to prevent the loss of money—caution subsides and we are prompted to react.

You receive a call on your mobile and the number displayed on the screen looks like your bank's number. On the other end is a scammer posing as a bank employee, often using AI technology to create a convincingly professional voice, who asks for your card details or other confidential information pretending that is required for additional security checks or a system data update.

In addition to phone call scams, text messages and emails are also becoming increasingly common.

Scammers try to trick recipients into believing the message came from the bank by manipulating the sender's displayed phone number or email address. These types of messages often include warnings about alleged security issues, necessary information updates or identity verification, prompting the recipient to click a link or enter sensitive data.

Although the message may appear authentic and look like official communication from the bank, its purpose is to induce the recipient to disclose confidential information or to get access to the recipient's financial assets.

Before acting on a message, be aware of any of these warning signs:

• Check the sender's address, not just the displayed name. A completely different email address might be hiding behind the bank's name.
• Be alert if you receive a message that creates a sense of urgency—for example, warnings that your account will be blocked or that you must verify your details immediately.
• Do not open links or attachments from suspicious messages. Check where the link will lead before clicking it.
• Pay attention to grammatical and spelling errors, unusual phrasing, or poor-quality translation.

The most important thing is not to act out of panic or a sense of urgency. Always remember:

• The bank will never ask for your PIN, password, or one-time code.
• The bank will never ask you to install any account protection application.
• The bank will never ask you to disclose card details over the phone.

If you are in doubt about the authenticity of a call or message, the best and safest way to continue is to end the communication and contact the Bank directly via official channels. This allows you to verify whether the issue the caller or sender warned you about is real and avoid falling victim to fraud. Caution, verification, and a healthy dose of scepticism are the best protection against fraud.

In order to educate the public about various forms of fraud, Zagrebačka banka has launched the ZABAci oko na prijevare, (Beware of Scams) campaign, raising awareness about common financial scams and way to protect from them; for more details visit the bank's official website zaba.hr.