Bank Windhoek has urged customers and the broader public to remain vigilant as fraudsters continue to use increasingly sophisticated tactics to manipulate individuals into sharing confidential banking information or authorising fraudulent transactions. The warning forms part of the Bank’s continued commitment to strengthening customer awareness and protecting customers against financial crime.
Fraudsters are also adapting their methods, often using fake SMS alerts, emails, social media messages and phone calls to create panic, build false trust and pressure customers into acting quickly. Bank Windhoek said the most effective defence remains simple but powerful: customers must never share their Personal Identification Numbers (PINs), passwords, card details, usernames, One-Time Passwords (OTPs) or any other confidential banking information with anyone, including someone claiming to be from the Bank. Customers should treat any request for a “reverse code”, “access code” or similar authorisation detail as a serious warning sign, as these are often misleading terms used by scammers to obtain access to accounts or approve fraudulent transactions.
“Fraudsters do not always attack banking systems; they often attack trust,” said Bank Windhoek’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack. “They create fear, urgency or false reward to make people act before they think. Our message to every customer is clear: stop, think and verify. Your Bank would never ask you to share your PIN, password or OTP.” Common fraud attempts include phishing emails that appear to come from trusted institutions, phone calls from criminals pretending to be bank employees, fake SMS alerts designed to create panic, social media messages requesting confidential information, and scams offering prizes, loans or urgent account assistance.
The Bank cautioned customers against installing or granting access through legitimate remoteaccess software, such as AnyDesk and similar applications, when instructed to do so by someone claiming to assist them. “Fraudsters misuse these tools to gain control of customers’ devices and capture online banking usernames, passwords or authorisation details without customers realising that they have compromised their accounts. In many cases, fraudsters sound convincing because they use personal details, professional language and pressure tactics to gain the victim’s cooperation,” said Pack. Bank Windhoek also encouraged customers to verify any suspicious call, email or SMS before responding. The Bank shared that customers should end suspicious calls immediately, avoid clicking unknown links, ignore requests for confidential banking information, and contact the Bank directly through official channels if they are uncertain.
Customers should also be wary of callers who keep them on the line for extended periods, as fraudsters often try to keep victims engaged for as long as possible while transactions are being initiated or funds are being moved. Customers who suspect that they have been targeted or have fallen victim to fraud must report the incident immediately to the Bank Windhoek Customer Contact Centre at 083 299 1200. Time is critical, as quick reporting improves the chances of restricting affected accounts, tracing suspicious transactions and supporting recovery efforts. Bank Windhoek continues to invest in secure banking platforms, fraud-prevention capabilities, customer education, and internal awareness initiatives. Through its “Your Bank Would Never” fraud awareness campaign, the Bank is reinforcing safer banking behaviour across branches, digital channels and public communication platforms. “Protecting customers is a shared responsibility,” Pack added. “Bank Windhoek will continue to strengthen its systems and educate customers, but awareness must become action. If something feels suspicious, do not respond, share or authorise. Contact the Bank first for more information.” Pack concluded by calling on all customers and members of the public to treat every unexpected request for banking information as a warning sign. “Fraud prevention begins with one decision: pause before you respond.”