An elderly member recently visited our branch to request a large cash withdrawal to pay a contractor for home construction. As our representative spoke with him, it became clear something was not right. The person claiming to be the contractor had actually driven the member to the branch and was waiting outside, which immediately raised concerns. Sensing the request was unusual, our representative looped in a supervisor.
We informed the member we could not issue that amount of cash, and he left. He soon returned, sharing the contractor would accept a cashier’s check. The member also presented an invoice that appeared to be fabricated. The representative realized the member was under pressure and researched the company, discovering reports of suspicious activity.
With care and patience, the supervisor met privately with the member to walk through the findings and explain the contractor was attempting to defraud him by taking his money for work that would never be completed. What began as confusion soon turned into relief. The member expressed deep gratitude for the support and guidance he received. Our supervisor ensured he returned home safely and notified Adult Protective Services to provide additional protection. Thanks to the quick thinking of our branch staff, we protected a member from falling a victim to a scam. Moments like this reflect our ongoing commitment to safeguarding our members.
