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“Let’s hang up together”- NAB banker foils $10k scam at Adelaide branch - NAB
25 October 2025
Scams
Customer protected from scam through banker intervention
Elderly customer targeted in a gift card scam
Scammers posed as Amazon workers
NAB urges customers to hang up and check before paying
A quick-thinking NAB banker has prevented an Adelaide customer from losing $10,000 to an impersonation scam.
Earlier this month, Judy* aged in her 80s, walked into the Burnside branch asking staff to withdraw cash to buy gift cards.
Kayla Doran, NAB Burnside Branch Manager
NAB Burnside Branch Manager Kayla Doran immediately sensed something wasn’t right.
“Judy was very flustered and talking on the phone when she asked for the cash. She wouldn’t say what it was for and stayed on the call the entire time,” Kayla said.
Recognising several red flags and suspecting a scam, Kayla discreetly invited Judy into a private room.
“I offered her a seat and a glass of water, but she kept clutching her handbag. I noticed her phone was sitting on top of it - still connected to the call.
“I quietly asked if she’d like to step into another office and leave her handbag behind. That’s when I saw the relief wash over her.”
Once in the room, Kayla helped Judy calm down and uncovered what was happening.
“Judy said she had been on the phone to who she thought was Amazon and they needed her to take out $10,000 and go to the supermarket to get gift cards for someone who had hacked her account.
“There were so many red flags pointing to this being an impersonation scam.”
Kayla and her team took action, helping Judy change her passwords and secure her accounts.
“We told Judy, ‘You don’t need to take out cash today. Let’s hang up the phone together.’”
Kayla said while she had dealt with many scams in her job, it was the first she had witnessed it happening in real time.
“A lot of people who come into the branch get frustrated when we ask questions about large transfers, but we do it to protect your money,” Kayla said.
“We’re here to keep you safe.”
How to avoid impersonation scams
NAB Executive, Group Investigations, Chris Sheehan, said, impersonation scams continued to have a devastating impact on Australians.
“Impersonation scams are among the most distressing we see, because they prey on people’s trust and sense of urgency,” Mr Sheehan said.
“We encourage everyone – if something feels off, stop and check with your bank. If you aren’t 100% sure who you are on the phone to, hang up and call the organisation back using a phone number on their website.”
“Finally, never share your banking or personal details over the phone. If you aren’t sure, speak to someone you trust about it.”
Visit NAB’s Security Hub to learn more about recognising scam red flags and protecting yourself.
Notes:
*Name changed for privacy.
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