Hang Up and Call Back: A Simple Script for Suspicious Calls
Sometimes a call claims to come from your bank or Social Security and says something is wrong. You don't have to figure out on the spot whether it's real. You can hang up, look up the number yourself, and call back. A real bank or agency will still be there when you call.
What you'll need
- A few minutes. There's no rush.
- Your bank card or a recent bank statement. The phone number on it is a number you can trust (FTC).
- For Social Security: the official site, ssa.gov, or your local office's number.
- Optional: a trusted friend or family member you can call afterward.
Steps
1. Notice the warning signs
Caller ID can be faked. It can even show your bank's name or "Social Security Administration" (FTC, FCC). A caller may also know your name, your address, or details about your accounts. That doesn't mean they're real (FTC). Be careful if the caller:
- Tells you to move your money to "protect" it
- Asks for a verification code, your account details, or your Social Security number
- Asks you to pay with gift cards, a wire transfer, cryptocurrency, or a payment app
- Tells you to keep the call a secret
- Asks for remote access to your phone or computer
- Says they're transferring you to Social Security, its Inspector General, or the police. Real companies and agencies can't transfer your call to Social Security (SSA OIG)
- Reads off a badge number or texts you a photo of an ID to "prove" who they are (FTC, SSA)
(FTC)
A voice or even a live video call can be faked with AI to sound or look like a family member, a boss, or an official. A familiar voice or face isn't proof on its own. Hanging up and calling back on a number you already know works here too (FBI IC3, FBI IC3).
2. Say this, then hang up
You can read this out loud. Keep it short and polite:
"Thanks for letting me know. I don't handle this over the phone. I'll call back using the number I have. Goodbye."
Then hang up. You don't need their permission and you don't need to explain. If it's a robocall, don't press any numbers (FTC).
Before you hang up, you can ask which company they're calling from and what the problem is. Don't give them anything (FTC).
3. Look up the official number yourself
- Bank or card company: Use the number on the back of your card, on a recent statement, or in the bank's official app or website (FTC).
- Social Security: Go to ssa.gov, or call your local office directly (FTC). Social Security's national number is 1-800-772-1213 (TTY 1-800-325-0778), weekdays 8 a.m. to 7 p.m. local time (SSA). To check your account online, type ssa.gov/myaccount into your browser instead of tapping a link in a message (SSA OIG).
- Don't use a number the caller gave you, a callback number from a text, or the top result in a web search. Scammers pay for search ads with fake numbers (FTC). If you do search, scroll past results marked "Ad" or "Sponsored" (FTC).
4. Call back and ask
When you reach the real bank or agency, you can say:
"I just got a call that said it was from you, about [the problem they mentioned]. Can you tell me if there's really an issue with my account?"
5. What to know about bank calls
- Never share a verification code with someone who calls you, even if they say they're your bank. Your bank's fraud department won't ask for one. If a caller asks, it's a scam (FTC, FTC, FTC).
- Never move money to "protect" it. Your money is fine where it is. Anyone who says you have to move it is a scammer (FTC, FTC).
- A common pattern: a text that looks like a fraud alert from your bank, then a call from someone who says they're the bank and walks you through "reversing" a payment, often with Zelle or another payment app. Your bank will never ask you to send money to yourself to fix fraud, and won't ask you to send money by Zelle to any account. Hang up and contact your bank using the number on your card or in its app (Zelle, OCC HelpWithMyBank, FTC).
6. What to know about Social Security calls
- The real Social Security Administration won't threaten you, suspend your Social Security number, or call to ask you to pay (FTC).
- No government agency will ask you to pay with gift cards, a wire transfer, cryptocurrency, or a payment app (FTC).
- If a call from a store, bank, or another agency gets "transferred" to someone from Social Security or its Inspector General, it's a scam every time. Hang up, and don't press any numbers or stay on the line (SSA OIG).
- The FTC also won't call to threaten to shut off your phone number, ask you to send money, or tell you to keep a call secret (FTC).
- See current warnings at SSA's scam page and the SSA Office of the Inspector General.
7. Talk it over with someone you trust
A real fraud department won't tell you to keep a call secret. Telling a friend or family member is always fine (FTC).
While you're talking, you might agree on a family safe word or phrase. If someone calls sounding like a relative in trouble, you can ask for it (FBI IC3).
If something looks off (or if you already shared info)
It happens to careful people. Here's what to do:
- If you shared a code or account details, or moved money: Call your bank using the number on your card or statement and tell them what happened (FTC).
- If you gave out your Social Security number or other personal details: Visit IdentityTheft.gov for a step-by-step recovery plan.
- Report the call: Report it to the FTC at ReportFraud.ftc.gov. If the caller claimed to be from Social Security, you can also report it to the SSA Office of the Inspector General.
- If someone offers to help you get lost money back: Be careful. The FBI's Internet Crime Complaint Center (IC3) won't contact you by phone, email, or social media, and never charges to recover money. Type www.ic3.gov into your browser rather than using a search result (FBI IC3).