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Zelle® Fraud

    Recently, there have been an increasing number of Zelle Fraud scams taking place.

    Zelle is a person-to-person payment service used to transfer funds to people you know and trust within minutes.
    Scammers are using this convenient service to their advantage.



    What is Happening:


    Scammers are reaching out to potential victims via text message from a spoofed phone number, posing as Independent Bank. The text asks the customer to confirm recent transaction activity with a "Y" or "N."  Regardless of whether they respond with a "Y" or "N," the customer then receives a follow-up phone call from Independent Bank's supposed "Fraud Department." 


    The person on the line asks for the customer's online banking User ID and password, which the fraudster then uses to log in to their online banking account. Online Banking initiates a one-time security code to the customer's mobile phone number for verification purposes. The fraudster then convinces the customer to provide them with the one-time security code over the phone. Independent Bank will never ask for your one-time security code. 


    Once the customer has shared this code, the fraudster has full access to the customer's account via Online Banking, and is able to enroll in Zelle to quickly initiate fraudulent Zelle payments out of the customer's account. 



    How to Avoid a Zelle Fraud Scam:


    If you receive an email, text, or phone call from someone claiming to be your Financial Institution, even if it appears to be coming from a legitimate phone number, and they ask you to provide any of the following information or do the following things, it is probably a scam.

    • User ID or Password 
    • One-Time Security Code
    • Account Number
    • Social Security Number
    • PIN
    • Birthday
    • Address
    • Click a Link or Type a URL
    • Fill Out a Form
    • Download an Attachment
    • Call Them at a New Number

    End the call, and delete the email or text immediately. If you want to confirm that it was actually a scam, reach out to your Financial Institution at a known number--not one that was provided in the email, call, or text. 


    Keep in mind that if you initiate the call to your Financial Institution, you may be asked some of the information above to verify your identity. This is safe to do, just ensure that you are calling a legitimate phone number, such as the one found on the back of your debit card or on your monthly statement. 



    If you think you were a victim of a scam, report it to the FTC at ReportFraud.ftc.gov.
    For questions or concerns, please contact our Customer Experience Hub at 800.355.0641.