ANZ flags scam coaching as criminals script victims' responses

Victims are armed with well-rehearsed stories or coached responses, ANZ warned.

ANZ has issued a warning against scam coaching, where criminals give victims scripts, cover stories, and instructions on how to respond to bank staff, with the goal of bypassing bank security measures.

Offenders will build trust over days or weeks and prepare their victims to lie, ignore warnings, or hide the real purpose of a transaction, the Australian bank said in a statement.

ANZ observed scam coaching in cases when victims are pressured into moving substantial sums of money into another account for a fake “investment opportunity”.

Scammers may isolate victims, creating distrust in their bank and encouraging secrecy, ANZ warned.

“They might say things like ‘the bank doesn’t want you to make money with crypto’ to pressure customers into hiding the truth,” said Ben Verhoef, scams lead at ANZ.

In cryptocurrency investment scams, scammers may tell victims to lie to the bank and say that there is no third party helping them with their investment, that they have done their own research, and that they know what they’re doing, they said.

“We used to see simple scams, but now we’re serving customers armed with well‑rehearsed stories and coached responses. Some customers even walk into our branches with headphones in or their phone tucked into a pocket, receiving real‑time instructions on exactly what to say,” an ANZ service consultant was quoted saying.