Your phone rings. The caller ID says Stellar Bank.
You answer, and the person on the line tells you there's a suspicious charge on your account. They sound calm and professional. They know your name. They may even know the last four digits of your card.
They can block the charge, they say. They just need to verify your phone first. All you have to do is dial a short code.
It feels like a small step. You want the problem solved. That code is the scam.
Fraudsters are calling bank customers and tricking them into dialing star codes that send incoming calls to the fraudsters' phones. Once that happens, calls meant for you go straight to them, including verification calls from your bank.
Here's how the call forwarding scam works, how to undo it if you've already dialed, and which related scams to watch for.
How The Call Forwarding Scam Works
The caller says they're from the bank, and the number may be spoofed* to look like it's coming from Stellar Bank. They create a sense of urgency, usually around a suspicious or unauthorized transaction. To "secure your line," they tell you to dial a star code such as *72, *71, *21* or *61, followed by a phone number they provide. Some fraudsters describe the code as an extra security step or a case number.
Once you dial it, your incoming calls are silently rerouted to the fraudster's phone. Then they try to log in to your online banking. When the bank's security system calls you with a Secure Access Code (SAC) to confirm it's you, that call goes to the fraudster instead. With that code, they can get into your account, move your money and steal sensitive information.
Learn more about caller ID spoofing from the FTC here.
Why These Codes Are So Dangerous
Star codes like *72 and *21* aren't bank codes. They're standard phone carrier shortcuts that turn on call forwarding. Dialing one of these codes gives control of your incoming calls to whoever owns the number you entered after the code
Remember: Stellar Bank will never ask you to dial a star code to secure your account.
Already Dialed a Code? Turn Call Forwarding Off Now
If you think you've dialed one of these codes, act right away. Codes depend on your cell phone provider, so if the ones below don't work, call your carrier directly or check your phone settings.
- Verizon, Spectrum, and landlines (if you dialed *72 or *71): Dial *73 and press call. You'll hear a tone or recording confirming forwarding is off.
- AT&T, T-Mobile and other GSM networks (if you dialed *21* or *61): Dial #21# or ##002# and press call to clear active forwarding.
- In your phone settings, find Call Forwarding (often under Supplementary Services or Calling Accounts) and make sure the option is turned off.
Contact your carrier to confirm call forwarding is disabled and call Stellar Bank at 713.499.1800 to let us know what happened.
Related Scams to Watch For
Call forwarding fraud isn't the only threat. Most of the scams below follow a familiar pattern: an unexpected call, a believable story, and a push to act fast.
"We just sent you a code" scams: Some scammers skip the star codes. Using details they already have, they try to log in to your account, which sends a verification code to your phone. Then they call, posing as your bank or phone company, and ask you to read it back. Once they have that code, sometimes called a Secure Access Code, they can take over your account.
Family member scams: Not every scammer claims to be from a bank. Some pretend to be a relative, often a grandchild, calling with an urgent problem like an accident, an arrest or being stranded without money. They may ask you to keep the call secret or send money right away. The goal is to get you to act before you stop to check the story.
Merger-related scams: Fraudsters may use Stellar Bank’s recent merger with Prosperity Bank as an opportunity to exploit customers. Watch for calls asking for your online banking login, texts claiming your account has been locked, emails urging you to act before the transition, and websites designed to look like Stellar Bank or Prosperity Bank
Other impersonation scams: Some fraudsters impersonate law enforcement or federal government officials. Beware of callers who ask you to move or withdraw money to give to law enforcement or the US government for safekeeping, or tell you to act quickly because they threaten you with arrest, legal action or jail time. These scammers may even call from a legitimate looking phone number.
Scammers count on change and uncertainty to make their stories sound believable. Learn more about how scammers use news headlines here.
What We Will Never Ask For
Whether we contact you by phone, email or text, Stellar Bank and Prosperity Bank will never ask for:
- Your online banking password
- A one-time passcode or security code
- Your debit card PIN
- Your full debit card number
We may need to verify your personal information when you call us directly, but not the other way around.
How To Protect Yourself from Phone Scams
- Don't share sensitive information with anyone who calls you unexpectedly, even if the Caller ID looks right.
- Never dial a *star code because a caller told you to.
- If you're sent a Secure Access Code you didn't request, don't share it.
- Ask for the caller's name, hang up and contact Stellar Bank directly at 713.499.1800.
- If something doesn't feel right, it probably isn’t. Don't click and don't reply.
Frequently Asked Questions
What happens when you dial *72 or *21*? On many carriers, dialing *72 or *21* followed by a phone number turns on call forwarding. From then on, your incoming calls ring at that number instead of your phone.
Will Stellar Bank or Prosperity Bank ever call and ask for my security code? No. Stellar Bank and Prosperity Bank won't ask for a one-time passcode or Secure Access Code by phone, email or text. If someone does, hang up and call us at 713.499.1800. Stellar Bank and Prosperity Bank may need to verify personal information when you call us directly, but NOT the other way around.
Does a scam alert mean the bank had a data breach? No. They aren't a sign of a data breach. They’re a proactive measure we undertake for our customers. Scam alerts go out when we see a rise in certain scams, such as fraudsters posing as bank employees, law enforcement or government officials, so customers know what to watch for.
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Hang Up and Verify
Scammers count on speed and pressure. One of the simplest ways to protect yourself is to hang up and call the bank yourself, using the number on the back of your card or on our official website.
For more tips on keeping your accounts safe, visit our Fraud Protection page.