Stay ahead of scammers with Trust Call
No need to second-guess if it’s really us when we call. With Trust Call, you can identify and manage unknown incoming calls to determine whether it might be a scam or not.
How it works
- When you’re on a call with someone from Standard Bank, a pop-up message will inform you that you are speaking with a verified agent of the bank.
- When you’re on a call that can’t be verified, an awareness prompt will pop up to notify you that we can’t verify the call, and the prompt will provide educational information on common tactics used by scammers to persuade customers.
- The awareness prompt provides you with options to contact the Fraud Centre, sign out of the Banking App or select “I know this caller” if you know the person calling you.
How to get it
- Ensure you have the Standard Bank App installed on your mobile device
- Allow the Banking App to access the call signals by enabling permission
- You’ll know that you need to grant permission when you receive the following on the Banking App:
- A prompt upon successful sign-in
- An indicator on the “More” menu to navigate to device details to enable Trust Call
- A message in the Message Centre
- If you have previously selected “Do this later”, you can activate Trust Call by:
- Signing into your Banking App
- Selecting “More” on your dashboard and then tapping “View all devices”
- Selecting your device on the Linked Device screen
- Toggling the “on” button on the Device Detail screen for Trust Call
NB: Granting permission is a once-off exercise unless you opt out of this feature.
-
How it works
-
How to get it
- When you’re on a call with someone from Standard Bank, a pop-up message will inform you that you are speaking with a verified agent of the bank.
- When you’re on a call that can’t be verified, an awareness prompt will pop up to notify you that we can’t verify the call, and the prompt will provide educational information on common tactics used by scammers to persuade customers.
- The awareness prompt provides you with options to contact the Fraud Centre, sign out of the Banking App or select “I know this caller” if you know the person calling you.
- Ensure you have the Standard Bank App installed on your mobile device
- Allow the Banking App to access the call signals by enabling permission
- You’ll know that you need to grant permission when you receive the following on the Banking App:
- A prompt upon successful sign-in
- An indicator on the “More” menu to navigate to device details to enable Trust Call
- A message in the Message Centre
- If you have previously selected “Do this later”, you can activate Trust Call by:
- Signing into your Banking App
- Selecting “More” on your dashboard and then tapping “View all devices”
- Selecting your device on the Linked Device screen
- Toggling the “on” button on the Device Detail screen for Trust Call
NB: Granting permission is a once-off exercise unless you opt out of this feature.
Frequently asked questions
What should I do if I receive a pop-up indicating that a call cannot be verified?
When a call cannot be verified, the pop-up message provides several options:
- Contact Fraud: You’ll need to hang up the call first to directly initiate a call to the Fraud Team. You can also visit the Help Centre on the Banking App to initiate a chat
- Sign Out: Signs you out of the Banking App
- I Know This Caller: Closes the pop-up message without taking any additional action so you can continue banking
How do I initiate a chat through Help Centre if the call seems suspicious?
- Sign into your Banking App
- Select the “Help” icon at the top-right of the screen
- Select “Chat with Us”
- Select “Start a chat” to initiate a chat with our Fraud Team
How do I activate Trust Call when I have previously selected “Don't Allow”?
- Upon selecting “Manage Permissions”, you’ll be redirected to your device settings screen on the app information screen
- Select "Permissions" and then select "Phone”
- On the Phone Permission screen, select "Allow" or "Don't Allow”
- Tap on the back arrow on the top-left of the screen to navigate back to the Banking App
How do I opt out of this feature?
Banking scams are on the rise, so we don’t encourage you to opt out as this can make you vulnerable to potential scams. However, if you do wish to opt out, you can:
- Select the “More” menu upon landing on the Banking App dashboard
- Select “View All Devices”
- Select your device on the Linked Device screen
- Toggle the “off” button on the Device Detail screen for Trust Call
Why do I have to give the Banking App permission to make and manage phone calls?
To detect incoming calls on your cellphone to help avoid banking call scams.
Will the bank be recording or listening to my calls?
No. We’ll never record or listen to your incoming or outgoing calls.
Is this data used for marketing?
No, this feature is not used for marketing purposes.
Will scam callers or numbers be blocked once I activate this feature?
We won’t block any numbers. Instead, we’ll send pop-up notifications to ensure you’re cautious while you’re using the Banking App while on a call.
Why was I signed out of the Banking App while being on a call with the Fraud Department?
We’ll sign you out of your app after pro-longed inactivity to prevent your banking from being compromised.