Scam & Fraud Awareness
Awareness helps you protect your identity, your money, and stay safe online. Keep reading to learn how to spot scams and what to do if you suspect that you've been scammed.
Personal information you must never share
Your MyCasaBank password, passcode, and transaction PIN.
Your card PIN and CVV (the three–digit number on the back of your debit card).
Your Pay ID.
How may we contact you outside of your MyCasaBank app
Emails
1. Transaction alerts: These include debit and credit alerts, savings alerts, gift card codes, electricity meter tokens, and other service notifications.
2. Announcements: These include app update announcements, promotional messages, new feature alerts, downtime updates, and maintenance updates.
3. Device change: We send you this message as an update whenever you sign in to your MyCasaBank account on a new device.
4. Password change: You receive this when you request a password change on your MyCasaBank app or mycasabank.com.
5. Account statement: When you request your account statement using the MyCasaBank app, we will send it in the form of a spreadsheet or a PDF document.
SMS
1. Phone number confirmation: We send you a code to confirm that the phone number you're adding to your MyCasaBank profile is yours.
2. BVN confirmation: We send you a code to confirm that the BVN (Bank Verification Number) you're linking to your MyCasaBank profile is yours.
3. Card payment confirmation: We send you a code to confirm any card payment you’re trying to make.
4. Overdraft marketing and repayment reminders: We may send you messages if you’re eligible to take an overdraft, and messages reminding you about repayment if you take an overdraft.
Please note that every SMS we send you will have a clear and consistent sender name – MyCasaBank.
Phone Calls
We may call you to follow up on a complaint or transaction dispute, to give you essential information about your MyCasaBank account, to share a survey with you, or to check up on you.
If you receive a call from us, we'll tell you who is calling and why we're calling, and we'll never ask you for confidential account details like your password, passcode, transaction PIN, card CVV, or your Pay ID.
Social Media
We may send you a message on social media to follow up on a question, complaint, or
transaction dispute. These are our official social media accounts:
@mycasabank
@casabankhelp
facebook.com/mycasabank
Please be cautious of spam social media accounts that pretend to be MyCasaBank.
Common payment scams
A text or WhatsApp message, a tweet, or an email warning that your account will be
closed unless you click or tap a link to update your account information.
A text or WhatsApp message, an email, or a phone call asking you to pay to get a
MyCasaBank Overdraft.
A text, email, or phone call asking you to share confidential account details like your password, passcode, card PIN, CVV, or Pay ID.
A merchant or vendor you’ve never done business with, asking you to pay before receiving your order.
How to spot a scam email
Generally, any text message, email, or phone call about your MyCasaBank account that you cannot confirm is from us is definitely dangerous and must be ignored.
If you are in doubt about any text message, email, or phone call, please call +234 902 416 6584 or send an email to fraud@mycasabank.com or enquiries@mycasabank.com before taking any other action.
How to identify a scam
Spelling errors in a text, WhatsApp message, or email claiming to be from your bank.
A strange link in a text, WhatsApp message, or email, e.g. nameofbank.agent.direct-link.com.
The sender ID of a text message is a random phone number (instead of your bank’s name).
A text, WhatsApp message, email, phone call, or social media post urging you to make a payment or investment quickly.
What to do if you suspect that you’ve been scammed
If you’re not sure about any transaction on your account or you suspect you have been
scammed, please call +234 902 416 6584 or send an email to fraud@mycasabank.com or
enquiries@mycasabank.com immediately.
Do not post details of suspected scams or suspicious transactions on social media because we will not be able to respond to you there for security reasons. Instead, reach out to us directly by phone or email, or chat with us on your MyCasaBank app.
If you report a suspicious transaction or a suspected scam, we may restrict your account
temporarily to protect your money while we investigate your report.