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Confirming bank details by phone (script)

Channel
Phone script
Use when
You receive any message asking you to send payment to new or changed bank details.

Tip: Ask the partner to read the details to you, not the other way round. If the request was not genuine, keep the message and report it to the FBI Internet Crime Complaint Center (ic3.gov).

Fill every field before you send. Remove any line that does not apply, rather than leaving a field empty. Adjust the greeting to the time of day where your partner is.

Fill in the details

Details you enter are remembered on this device for your next template.

A phone number from your own records, never from the message asking for a change.
The partner's title, for example Mr., Mrs., Dr., Engr., Barr., Chief or Alhaji.
The partner's surname. Use first names only after the partner invites you to.
Your full name.
Your company name.
The date you received the bank detail change request.
The partner's company name, spelled exactly as they write it.

Preview

Before the call:

Call only a number already in your records: {{NumberOnFile}}.

Never use a phone number, link or contact from the message asking for the change.

Make no payment until the change is confirmed.

Greet: "Good morning, {{PartnerTitle}} {{Surname}}. This is {{MyName}} from {{MyCompany}}. I hope you are well."

Explain: "We received a message on {{RequestDate}} about a change to your bank details. As standard practice, we confirm every change by phone with all our partners before we act on it."

Ask: "Could you confirm that {{PartnerCompany}} sent this request?"

If yes: "Thank you. Could you please read me the new account details, so

I can check them against the message?"

If no: "Thank you for confirming. We will not act on that message. You may wish to tell your IT team, as someone may be using your company's name."

Close: "Thank you for your help. I will confirm what we agreed by email, to your usual address."

7 fields still to fill in.

Check this in Message Check

From DealDialect (dealdialect.com) by Ayomide Adeyeye, licensed CC BY 4.0.