A Taranaki woman has been spared a major financial loss after a phone scam was stopped by TSB’s fraud team.
The customer had spent hours on the phone to a scammer who convinced her to grant remote access to her computer and begin transferring money from her accounts.
Behind the scenes, TSB's fraud monitoring systems detected unusual activity and immediately flagged the transactions as suspicious.
Stepping in and taking action
TSB's fraud specialists tried to phone the customer but couldn’t reach her as she was still on the phone with the scammer. They contacted the Stratford branch to see if they could help. Knowing the long-time local customer personally, members of the branch team went to her house to check on her and get her to hang up the phone.
In the meantime, TSB’s fraud specialists worked to stop the payments and began trying to recover the money. Their quick action meant every dollar was successfully recovered, preventing the customer from losing a life-changing amount of money.
The customer said she was grateful for the support she received.
"Thanks to the TSB team, I really appreciate what they have done for me at this time.”
Scams can happen to anyone
For TSB Fraud Manager Erin Read, the case is a reminder that anyone can become the target of a scam.
"Scammers are becoming increasingly convincing. They create urgency, build trust and keep people on the phone for hours."
"Our message is simple: if someone unexpectedly calls claiming to be from your bank, hang up. You're not being rude - you're protecting yourself. Then call your bank back using the number on its official website."
Erin says one of the hardest parts of her job is seeing the emotional impact scams can have on victims.
“It isn't just the financial loss – it's what it does to people's confidence. Many victims feel embarrassed or blame themselves afterwards. They start questioning their judgement and wonder how they could have fallen for it. The reality is these scams are incredibly sophisticated, and they can happen to anyone. That's why it's so important people know they're not alone and ask for help as soon as something doesn't feel right.”
As for the TSB team involved in the case, Erin says they were ‘absolutely buzzing’ afterwards.
"Protecting a customer from losing a life-changing amount of money was incredibly rewarding. Knowing we'd helped keep one of our customers safe from what could have been a devastating financial loss is exactly why we do what we do."
Steps to stay safe from scams
TSB is encouraging customers to remember these simple steps:
- Hang up if you receive an unexpected call claiming to be from your bank.
- Never share one-time security codes or passwords.
- Never download software or allow remote access to your device because someone asks you to.
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If you are sent a link to login to your banking app, don’t click. Go to the official banking app or website and log in from there.
- If something feels urgent, take a moment to pause and verify it's genuine.
- If you think you've been scammed, contact your bank immediately.
At TSB, your security matters to us. Learn more about how we protect your money and the simple steps you can take to stay safe on our Security hub page.