Right questions, right time: How a NAB banker stopped a $100,000 scam

Published on 28.08.2025

A NAB banker’s quick thinking stopped a customer from losing $100,000 to an in-person investment scam promising a 15% return.
The scammer used pressure tactics and fake documents to try and rush the transaction through, but red flags were spotted in time.
New NAB data shows customer scam losses dropped 27% in the past six months, with investment scams still causing the highest financial losses.

When Bruce* walked into his local branch in Melbourne’s south-west one Saturday morning with another man NAB banker Sharon immediately knew something was off.

“Bruce has come in before. He’s usually relaxed, chatty. But, this time, he seemed tense and almost unsure,” Sharon said.

Simon*, a criminal posing as a business associate, visited the Hoppers Crossing branch with Bruce as he planned to withdraw $100,000 from his retirement account and then invest it with a promised return of 15%.

The trio stepped into a private room at the branch and Simon laid out documents, including a ‘contract’, and urged Bruce to sign them.

The red flags were starting to pile up for Sharon.

“When I asked about their relationship, Simon brushed it off and insisted, ‘it’s strictly business’,” Sharon said.

“Simon did all the talking. He wouldn’t let Bruce speak. That was another red flag.”

Sharon – on high alert, and armed with the knowledge of how to spot scams – felt a responsibility to act given Bruce’s life savings were at stake.

“I asked more questions, like whether Bruce had Internet Banking set up, which he didn’t. He also didn’t have a driver’s licence with him, which we need for this type of transaction. Two more red flags,” she said.

Sharon told Bruce and Simon that they “couldn’t proceed because the legitimacy of the transaction couldn’t be verified” which led to Simon becoming agitated and leaving.

Three weeks after the event, Bruce returned to the branch to thank Sharon for her vigilance.

It comes as new NAB insights reveal total customer scam losses have decreased 27% in the past six months.

NAB Executive, Group Investigations Chris Sheehan, said investment scams often promised quick, high returns with minimal risks.

“While most scams start with a phone call, text message or on social media, there are rare instances, like this where the scammer is physically present. This reflects just how far these organised criminals will go to rip people off,” Mr Sheehan, a former Australian Federal Police executive, said.

“When something like this occurs with a criminal coming into a branch to pressure a customer, we may refer it for further investigation. This can include sharing information with law enforcement agencies.

“While the number of investment scams customers reported to us between 1 July 2024 and 30 June 2025 reduced by 21% compared to the previous year, they remain the top scam impacting customers by dollar amount.

“About 52% of these scams involve a social media or online marketplace, an increase from 46% the previous year and re-iterating the need for a co-ordinated, national approach across businesses, social media organisations, governments and the community, to stop the crime before it happens.

“While actions we’ve taken to protect customers are having an impact, we can, and will, do more.”