Thanks to the quick thinking of multiple team members—and strong communication between branches—Texas Regional Bank recently helped stop a tech support scam that nearly cost a longtime customer and her family $30,000.
This incident highlights just how convincing today’s social engineering threats can be, and how critical our roles are in protecting the people and communities we serve.
Incident Summary
A customer’s computer froze, displaying a fake tech support alert. She called the number on-screen and was told her financial accounts were compromised.
The scammer, posing as Microsoft’s fraud department, instructed the customer to withdraw $30,000 in cash and deliver it to a local “support representative” at a remote location.
Kerrville: Customer requested $30K withdrawal to “purchase property.” Alisyn Powers felt uneasy and contacted Aleigh Wessels, the account officer. After reviewing account activity, the withdrawal was denied.
Fredericksburg: Customer tried again, this time saying it was for “home updates.” Angela Egli previously communicated with the Kerrville team, denied the transaction again, and instructed the customer to visit with their account officer.
Johnson City: When the customer arrived at the Johnson City branch, Branch Manager Aleigh Wessels was prepared. Through a coordinated effort with BSA, Fraud & Security, and Regional Admin. officers, Aleigh processed the transaction due to the customer’s insistence but also used the opportunity to educate them. Aleigh shared recent fraud cases and common red flags, which would ultimately help the customer recognize the scam before any funds were lost.
Resolution
The customer left the branch with the funds—but also with critical information and a clearer understanding of how fraud schemes operate.
Later, when the scammer instructed her to deliver the cash to a remote gas station, she immediately recognized the warning signs. The fraud examples Aleigh had shared during their conversation gave her just enough pause to question the situation and ultimately avoid disaster.
She and her family returned to the branch shortly after and redeposited the full amount. That timely education helped prevent disaster. The scam was stopped. The funds were recovered. And a customer who had fallen victim to a sophisticated fraud scheme was ultimately protected.
Key Takeaways
This story is a powerful reminder of the importance of staff vigilance, inter-branch communication, and community connections in protecting customers, especially the most vulnerable, from increasingly sophisticated fraud attempts.
- Frontline awareness played a vital role in recognizing something wasn’t right.
- Inter-branch communication helped prevent the scam from succeeding early on.
- Coordination with Regional Admin., Fraud & Security, and BSA provided timely education that prepared customers for what they faced.
- Personal relationships with customers and their families allowed our team to recognize and intervene just in time.
Help Keep Our Customers Safe
Identify Red Flag Warnings in this Cautionary Tale:
- Inconsistent explanations for the withdrawal at each location
- Customer’s urgency and persistence to multiple locations
- Withdrawal was far outside of normal account activity
- Customer was coached not to involve family
Remember, you are the first line of defense against fraud. Review and share these reminders with your teams:
- Ask follow-up questions if a transaction is inconsistent with a customer’s normal behavior
- Use your resources—your branch team, your managers, and TRB’s internal communication network to coordinate with Fraud & Security, BSA, and Regional Officers
- Always verify account and activity details when something doesn’t seem right
- Never hesitate to speak up—before, during, or after
Thank you to the Kerrville, Fredericksburg, and Johnson City teams for your commitment to Safety and Soundness and to relationship banking in the communities we serve. You are setting a strong example for Team TRB across the state!
