Reporting Fake or Suspicious Emails

Reporting Fake or Suspicious Emails

It's important to stay vigilant anytime you receive an unexpected email, even if the message appears to be from a service you trust. Read on for help identifying and reporting this activity.

 

How do I identify and report a fake email or website pretending to be Onit?
We continuously work to address fake, phishing, or “spoof” communication including emails, websites, and text messages. We review all submissions sent to us and work with law enforcement around the world to stop online criminals.

If you're unsure about or don't trust a communication claiming to be from Onit, check to see if the message does any of the following: 

  • Uses impersonal, generic greetings, such as “Dear user” or “Dear [your email address]”
    Emails from Onit typically address you by your first and last names or by your business name. We never say things like "Dear user" or "Hello Onit member.”

  • Asks you to click on links that take you to a fake website
    Always check links in an email before you click them. A link could look perfectly secure like www.Onit.com/SpecialOffers. If you’re on a computer, make sure to move your mouse over the link (hover, don't click) to see the true destination. If you aren’t certain, don’t click on the link.

  • Contains unknown attachments
    Only open an attachment if you're sure it’s legitimate and secure. Be particularly cautious of invoices from companies and contractors you're not familiar with. Some attachments contain viruses that install themselves when opened.

  • Conveys a false sense of urgency.
    Phishing emails are often alarmist, warning you to update your account immediately. They're hoping you'll fall for their sense of urgency and ignore warning signs that the email is fake. If there’s an urgent need for you to complete something on your account, you can find this information by logging into Freebank or by opening your Freebank app.

 

Reporting Suspicious Communications
Emails/Websites

Phishing emails often lead you to fake websites to steal your private, sensitive data. These websites could look unusual or they could appear genuine but have a suspicious URL.

If you receive a suspicious email or website link: 

  1. Don’t click on any links inside of the email or on the website, and don’t download any attachments

  2. Don’t enter any information

  3. Don’t change the subject line and don’t forward the message as an attachment.

  4. DO forward the email and/or website to support@freebank.africa.com

  5. DO delete the email from your inbox

  6. If you notice any unexpected activity on your Freebank account, please also contact our support team

SMS/Text Messages
If you receive a text message with a link inviting you to visit a website:

  1. Don’t click on any links inside of the SMS text message

  2. DO screenshot the message 

  3. DO make sure that the message shows the full telephone number 

  4. DO contact our Support team and attach a screenshot of the activity

Phone Calls

If you receive a suspicious telephone call:

  1. Don't provide any of your personal information to the caller

  2. Don't repeat any account information to the caller

  3. DO take a screenshot of your phone log showing the telephone number

  4. DO contact our Support team and attach a screenshot of the activity

  5. DO include details of the telephone call, including what the caller stated or asked from you

If the caller left a voicemail, and you’re able to view a transcript on your mobile device, include a screenshot of it in your message.