Scammers are impersonating bank call center and fraud departments to trick victims into thinking that their actual bank is calling them. Then, the scammers ask for personal data and use it to access victims’ online banking accounts.

What to Know

  • Scammers claiming to be from KeyBank may call and say there is a fraud alert regarding suspicious account activity that they need to confirm with you.
  • Oftentimes, there may be a manufactured fraudulent "pending charge" to make it seem legitimate. They may claim that unauthorized access to your online banking has occurred and they need to secure it.
  • During the call, the scammer will ask you to provide your online banking user ID, password, answers to your online banking security questions, or for the one-time authorization code (OTP) that was sent to your phone. They may even ask you to sign into your online banking account to confirm a recent charge or credit/refund. Do not ever give personal information over the phone.
  • KeyBank does make outbound service calls to our clients, when we call, we will NOT ask you to provide or verify your:
    • Full Social Security number
    • One-time password
    • Online banking user ID
    • Online banking password
    • Online banking security question answers

Scammers use this information to reset credentials and take over online banking accounts. KeyBank sends emails regarding any account level changes to your account, such as User ID and password changes. If you receive an email from KeyBank regarding these types of changes that you did not initiate, please call us immediately.

Please note, our one-time authorization code states “…Don’t share the code – we will not call you to ask for it. If you didn’t request it, call us at 800-KEY2YOU.”

What to Do

  • If you receive a call requesting any of the information above, immediately hang up and call us at 1-800-KEY2YOU® (1-800-539-2968). For clients using a TDD/TTY device, please call 1-800-539-8336. DO NOT use the number on the caller ID screen and hit Redial.
  • If you receive a suspicious call like this, begin to review your banking accounts daily. Account Alerts can be setup in online and mobile banking to monitor your account balance and any credits to your account.
  • If you discover a fraudulent transaction on your KeyBank account, immediately contact us at 1-800-KEY2YOU® (1-800-539-2968). For clients using a TDD/TTY device, please call 1-800-539-8336.

At KeyBank, we work to keep your accounts safe and secure, whether you're accessing them online, through an ATM, mobile device or in one of our branches. For more information on the latest cybersecurity issues you may encounter, visit our security alert page.

This material is presented for informational purposes only and should not be construed as individual advice.

KeyBank does not provide legal advice.