1. Overview of the Call Merging Scam

In early 2025, a new type of financial fraud known as the Call Merging Scam emerged in India, prompting warnings from authorities like the National Payments Corporation of India (NPCI). This scam exploits the call merge feature on smartphones to deceive victims into revealing sensitive information, particularly One-Time Passwords (OTPs), leading to unauthorized financial transactions.

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2. Modus Operandi (How the Scam Works)

The fraudsters employ a sophisticated method to trick victims:

A. Initial Contact

• Scammers call the target, often posing as a bank representative or customer service agent.
  
• They inform the victim of an urgent issue, such as a suspicious transaction or the need to update account details.
  

B. Request to Merge Calls

• The scammer requests the victim to merge the current call with another call, claiming it’s necessary to resolve the issue.
  
• Unaware of the deceit, the victim uses the call merge feature, connecting the scammer to an automated service or another bank representative.
  

C. Extraction of OTPs

• During the merged call, the scammer initiates a transaction requiring an OTP.
  
• The victim receives the OTP and, believing it’s part of the verification process, shares it aloud.
  
• The scammer captures the OTP and completes the unauthorized transaction.
  

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3. Real-Life Incident

In February 2025, a resident of Mumbai received a call from someone claiming to be a bank official. The caller warned of a potential fraudulent transaction and requested the victim to merge the call with another department to secure the account. During the merged call, the victim was asked to verify their identity by sharing an OTP received on their phone. Trusting the caller, the victim complied, resulting in a loss of ₹1.5 lakhs from their bank account.

News Source: Times of India

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4. Investigation and Response

A. Awareness Campaigns

• Following multiple reports, the NPCI issued warnings to the public about the call merging scam, advising caution when merging calls or sharing OTPs.
  
• Banks and financial institutions initiated awareness campaigns to educate customers on recognizing and avoiding such scams.
  

B. Law Enforcement Actions

• Cybercrime units began investigations to trace the origin of these fraudulent calls.
  
• Several arrests were made in connection with call center operations involved in the scam.
  

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5. Preventive Measures

To protect against call merging scams:

A. Verify Caller Identity

• Always authenticate the caller’s identity by contacting the organization directly using official contact information.

B. Avoid Sharing Sensitive Information

• Never share OTPs, passwords, or personal details over the phone, especially during unsolicited calls.

C. Be Cautious with Call Merging

• Avoid merging calls with unknown numbers or at the request of unsolicited callers.

D. Report Suspicious Activity

• Immediately report any suspicious calls or unauthorized transactions to your bank and local law enforcement.

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6. Conclusion

The call merging scam highlights the evolving tactics of fraudsters in exploiting technological features to commit financial crimes. Vigilance, public awareness, and prompt reporting are crucial in combating such fraudulent activities.