In an age where digital deception is increasingly sophisticated, it’s heartening to hear tales of vigilance that save individuals from financial ruin. Such is the story of a customer adviser’s keen eye and quick thinking that prevented a customer from falling prey to an investment scam, saving him from losing a staggering $440,000.
The banker noticed a subtle red flag, saving the customer from a huge financial loss. Read on to see how the incident unfolded.
An unsuspecting customer in his 70s, fresh from the sale of his shares, came into NAB’s Mansfield branch in regional Victoria, looking to reinvest his earnings. He was enticed by a scheme introduced by a ‘new friend’ promising a 20 per cent return on a term deposit—an offer that would make any seasoned investor’s eyebrows rise with scepticism.
At the time, Erin Browning, the NAB customer adviser, sensed something amiss the moment the customer presented his case.
The red flags were glaring: an implausibly high term deposit rate and an offer from an individual named ‘Susie,’ rather than a reputable organisation. These anomalies set off ‘alarm bells’ for Browning, prompting her to investigate further.
Upon closer examination, Browning discovered several inconsistencies: there was no direct contact with the company in question, the ABN didn’t match, and there was no publicly listed phone number. The customer’s responses to her probing questions also reportedly seemed scripted, as if he had been coached by someone to parrot certain answers—a common tactic used by scammers to prepare their victims for scrutiny.
Browning’s due diligence led her to contact NAB’s Fraud Operations team, who confirmed her suspicions: the customer was being targeted by scammers. Despite initial resistance from the customer, Browning’s explanation that the numbers simply didn’t add up eventually convinced him to abandon the transfer.
This incident serves as a stark reminder of the prevalence of investment scams, which have become the most costly type of scam for Australians, surpassing even cryptocurrency scams, fake celebrity endorsements, and online dating deceptions.
Scamwatch data shows that Australians have lost over $211 million to investment scams in 2024 and into 2025—a staggering sum that underscores the importance of vigilance.
Chris Sheehan, NAB executive group investigations and a former senior Australian Federal Police officer, warns that investment scams ‘often involve criminals impersonating banks with impressive rates and professional follow-up.’
To protect yourself from such scams, Sheehan advises to be wary of warning signs such as unsolicited opportunities, social media advertisements, claims of beating inflation, and suspiciously high rates. He also reminds that advisors should have an Australian Financial Services licence.
‘If it appears too good to be true, it probably is,’ he says.
It’s crucial to exercise due diligence by checking if the company or website you’re planning to invest in is listed on the Moneysmart investor alert list or the International Securities Commissions investor alerts portal.
To add, you must verify the legitimacy of the person you’re dealing with and ensure that the address and contact details they provided match those on publicly listed directories.
At YourLifeChoices, we encourage our readers to share their experiences with scams to raise awareness within our community. If you have a scam story or tips on how to avoid falling victim to these schemes, share them in the comments below. Together, we can help safeguard our hard-earned money and keep each other informed.
Also read: The new age of fraud: The new scams stealing millions—and how to avoid them
I can’t believe the customer used coached responses and showed initial resistance. No wonder some people are so easily scammed. They almost ask for it.
Congratulations Erin Browning on your due diligence and acting on your instincts. I sincerely hope the customer acknowleged your efforts, along with the follow up by the NAB’s Fraud Operations Team. What a devasting loss that would have been for the customer. That’s the epitome of customer service! And I’m proud to say I’m a NAB customer and the Port Lincoln Branch certainly looks after it’s customers – please don’t ever close ….