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I have a message from the fraud team, what do I do?

When our systems recognise activity on your account that is similar to known fraud trends your card usage may be blocked as a precaution. We know that this may cause you some inconvenience however we do this to keep you and your funds safe.

When we place a restriction on your card, you may receive text messages, automated calls & voicemails from our dedicated fraud team to try and contact you as quickly as possible to check your recent activity.

If you have received one of the above forms of contact from the dedicated fraud team then please follow the instruction given on the form of contact that has been made. If we do not hear from you we may send an email or a letter asking you to contact us but until you have contacted our dedicated fraud team the block will remain on the card.

If you are unable to respond to the contact made then please contact us on the number on the back of your card.

The Royal Bank of Scotland will NEVER ask for your full PIN or Password when identifying you on the phone or online, and will NEVER ask for Card Reader codes on the phone or when logging in.

The Royal Bank of Scotland will NEVER ask you to click on links through a Text or an Email to log into your Online Banking or Mobile Banking App.

Fraudsters may claim to be the bank to try and access security information. If you receive a call or email from The Royal Bank of Scotland that you are suspicious about, cease the call immediately, or forward the email to phishing@rbs.co.uk. Visit our Security Centre for more information and advice.

For more information, please visit our 'Report a fraud' (opens in a new window) page.