Respond to a Suspected Wire Transfer Scam

A customer who suspects a wire scam may be frightened, embarrassed, and receiving urgent messages from the person who requested payment. A branch banker should slow the conversation down without investigating the transaction at the desk. Start with empathy: “You were right to contact us promptly.” Then gather only the facts needed for the bank's approved escalation process, including when the wire was sent and what new information caused concern.

Do not promise that funds can be recovered, that a recipient is fraudulent, or that a recall will succeed. Sofia says a caller claiming to be her title company gave her new instructions after she sent a wire. Her banker tells her not to use the caller's number and explains that the bank can route her concern through the official process. The banker also encourages Sofia to independently contact her known contact at the title company using a trusted number.

Be precise about ownership. The branch banker can initiate or connect the customer to the appropriate team for fraud or wire support; that team reviews the transaction. Explain how Sofia will receive updates and what confirmation she should retain. Never request a password, a code that can be used only once, or sensitive information that an official process does not require in that setting.

End by separating confirmed actions from possible outcomes. “Today we recorded your concern and connected you to the right review path. The team will assess the transaction and provide the next factual update.” Ask Sofia to repeat the safe contact route before she leaves. This conversation gives a worried customer a clear response while avoiding claims that could make a difficult situation worse. In coaching, listen for accidental guarantees and replace them with accurate escalation language.