PanicStation.org
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uk Money & financial emergencies bank courier scam call • courier fraud card pickup • bank impersonation phone call • card collection scam • pressured to hand over card • suspicious call about card • caller says fraud on account • spoofed bank phone number • asked for pin over phone • asked for one-time passcode • asked to cut up card • asked to keep line open • unexpected bank security call • someone coming to collect card • debit card courier pickup • credit card courier pickup • scammer posing as police • told not to tell anyone • “safe account” pressure • urgent banking call pressure

What to do if…
someone calls claiming your bank will send a courier to collect your card and pressures you

Short answer

Hang up now and do not hand over your bank card, PIN, or any codes. Then contact your bank using a trusted route (for many UK banks, dial 159 or use the number on the back of your card).

Do not do these things

  • Don’t give them your PIN, online banking password, or any one-time passcode (OTP) from a text/app.
  • Don’t agree to a “courier” collecting your card, cash, or valuables — even if they sound official.
  • Don’t stay on the line while you “verify” anything, and don’t call back using a number they give you.
  • Don’t cut up your card because they told you to (or “leave the chip intact”).
  • Don’t be talked into lying to your bank or “keeping it secret” from family.
  • Don’t assume it’s real just because they know your name/address or the number looks like your bank.

What to do now

  1. End the call. Say “I’m hanging up now” and disconnect.
    • If you’re on a landline, hang up and then wait a few minutes or use a different phone before calling your bank (so you’re not accidentally still connected).
  2. Remind yourself of the key rule: your bank and the police will not ring you to say they’re sending a courier to collect your card, cash, or valuables.
  3. If someone might come to your home: keep the door locked.
    • If anyone turns up claiming to collect your card: don’t open the door. Tell them to leave.
    • If you feel in immediate danger, call 999. If it’s not an emergency but you’re worried about someone at/near your home, call 101.
  4. Contact your bank safely (right now).
    • Dial 159 (if your bank is on it), or use the number on the back of your card / a paper statement / your banking app.
    • Tell them: “I’ve had a call saying a courier will collect my card. I think this is courier fraud.” Ask them to freeze/cancel the card, check for new payees/beneficiaries, and review recent and pending transactions.
  5. If you shared anything (even “small” details):
    • Tell the bank exactly what you shared (PIN, passcodes, login, etc.). Ask them to reset security and review for account changes (like address/phone/email updates).
    • Only change passwords or settings once you’re off the scam call and using the bank’s official app/site/number you trust.
  6. Write down the basics while it’s fresh: the number that called, what they asked for, any names/“ID numbers,” whether they used your address, and any time/place mentioned.
  7. Report it:
    • Report to Action Fraud online, or call 0300 123 2040. If you handed anything over or disclosed security details, do this as well as contacting your bank.

What can wait

  • You don’t need to decide right now whether to “press charges” or do anything complicated.
  • You don’t need to work out exactly how they got your details today.
  • You don’t need to contact every organisation at once — bank first, then report.

Important reassurance

These calls are designed to make sensible people panic and comply quickly. Hanging up can feel rude in the moment — but with banking, ending contact and calling back safely is the correct move.

Scope note

This is first steps only to stop loss and regain control. If money has gone missing or you shared security details, your bank can guide the next stages.

Important note

This guide is general information, not legal or financial advice. If you feel in immediate danger, call 999.

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