After cancelled holidays, being stranded with nowhere to sleep and some having their weddings ruined, Thomas Cook customers are now being targeted by a fake refund scam.

Thomas Cook customers, and some of the general public, have received calls from an alleged ‘Thomas Cook agent’ who is offering a full refund over the phone- as long as they hand over their bank details.

Don’t fall victim to this scam. There is no refund. They do not work for Thomas Cook.

Protect yourself and your hard-earned money by being alert about how fraudsters might try to target you.

If you or anyone you know has received a call from a ‘Thomas Cook agent’, proceed with caution and immediately report the fraudulent call to your bank.

NatWest are advising customers to NEVER:

  • Provide card details following suspicious approaches. Fraudsters may try to contact you in multiple ways including over the phone, by text message, email or letter.
  • Disclose your full Online Banking PIN, password or card reader codes to anyone over the phone, by text or via email, even a caller claiming to be from your bank or a company dealing with the Thomas Cook collapse.
  • Transfer money from your account after being instructed to do so, even if that person claims to work for the bank or a company related to Thomas Cook.
  • Allow remote access to your device when someone calls you unexpectedly.

End contact with the individual immediately and contact NatWest’s or your banks scam reporting line.

If you would like any further advice, feel free to email us at