AI video call fraud is becoming a serious banking risk. A caller may appear on video, use a professional background, speak like a bank officer, or even use an AI-generated face and voice. If someone claims to be from Punjab National Bank and asks you to complete KYC, update account details, verify debit card, or unlock Net Banking through an “AI video call,” you should verify it carefully before doing anything.
At present, PNB officially lists PIHU: AI-Powered Banking Assistant as a digital banking initiative, but that does not mean every “AI video call” in the name of PNB is genuine. PNB’s own security alerts clearly say that the bank never asks for user ID and password, and customers should not share such details with anyone, including call centre or branch staff.
First Understand the Risk
A fake video call may look real. Fraudsters can use deepfake video, copied bank logos, fake employee ID cards, edited office backgrounds, and official-looking scripts. Their main aim is usually to collect OTP, debit card details, Net Banking password, UPI PIN, Aadhaar OTP, or remote access to your phone.
A genuine bank verification process will never ask you to reveal secret banking credentials on a video call.
Check Whether You Started the Request
The safest rule is simple: if you did not request any service, be suspicious.
If the caller says your account will be blocked, KYC will expire today, your ATM card will stop working, or your money is at risk, do not panic. Fraud calls often create pressure so that you act quickly.
End the call and verify directly through PNB’s official contact channels.
Verify Through Official PNB Numbers
Do not trust the number shown on caller ID because numbers can be spoofed. Instead, contact PNB yourself through official numbers.
PNB lists customer care numbers 1800 1800, 1800 2021, and +91 120 2490000 for global users. It also lists care@pnb.bank.in for support.
If the video caller is genuine, PNB support should be able to confirm the service request, complaint number, or KYC requirement.
Genuine Video KYC vs Fake Video Call
RBI allows Video-based Customer Identification Process, also called V-CIP, for customer identification. It is a regulated process involving live interaction, facial recognition, and customer due diligence by the regulated entity.
But a normal WhatsApp video call, Telegram call, Zoom link, random app link, or unknown “AI KYC call” should not be trusted automatically. Genuine video KYC should happen only through the bank’s official process, official app, official website, or authorised channel.
Red Flags of Fake PNB AI Video Calls
Be careful if the caller:
- Asks for OTP, UPI PIN, ATM PIN, CVV, Net Banking password, or debit card PIN.
- Sends an APK file or asks you to install an app.
- Asks you to share your screen.
- Says your account will be frozen immediately.
- Uses WhatsApp or Telegram for urgent KYC.
- Refuses to provide a proper complaint or service request number.
- Asks you to transfer money for “verification.”
- Says the call is confidential and you should not contact the branch.
These are strong warning signs.
Never Install Any App During the Call
Many banking frauds happen when the customer installs an APK file or screen-sharing app. Once installed, fraudsters may read OTPs, control the phone, or access banking apps.
Do not install AnyDesk, TeamViewer, screen recorder, unknown KYC app, or any APK file sent by the caller. PNB’s advisory page also highlights KYC cyber scams and cyber fraud prevention material for customers.
Ask for Written Confirmation
If the caller says the video call is official, ask them to send the request through official PNB channels or ask you to check it inside Internet Banking, PNB One, or the branch.
Do not accept screenshots, fake ID cards, or unofficial WhatsApp messages as proof. A genuine banking request should be traceable through official records.
What to Do During a Suspicious Call
Cut the call immediately. Do not argue for long. Do not show your Aadhaar, PAN, debit card, cheque book, passbook, or OTP on camera.
Then check your account through official PNB channels. If you shared anything sensitive, change passwords, block cards if needed, and call PNB customer care quickly.
How to Report Fake PNB Video Call Fraud
If you received a fake call or lost money, report it immediately. PNB’s complaint page mentions customer care numbers 1800 1800, 1800 2021, and 0120-2490000, and also says cyber crime incidents can be reported at the official cybercrime portal or by calling 1930.
Keep screenshots, caller number, video call time, transaction details, UTR number, SMS alerts, and any chat messages as proof.
Safe Verification Checklist
Before trusting any PNB video call, check these points:
- The call was expected because you requested a service.
- The process is happening through official PNB channel.
- No OTP, PIN, password, CVV, or UPI PIN is asked.
- No APK or remote access app is requested.
- You can verify the request through PNB customer care or branch.
- The caller does not create panic or pressure.
If even one point feels wrong, stop the call.
FAQs
Q1. Does PNB offer AI video calls?
A: PNB lists PIHU as an AI-powered banking assistant, but customers should not assume that every “AI video call” claiming to be from PNB is genuine. Verify through official PNB channels.
Q2. Can PNB ask for OTP on a video call?
A: No. You should never share OTP, PIN, password, CVV, UPI PIN, or Net Banking details on any call.
Q3. Is WhatsApp video KYC from PNB safe?
A: Do not trust a random WhatsApp video call. Use only official PNB app, website, branch, or verified bank process.
Q4. What if the caller shows a PNB employee ID?
A: Do not rely only on video ID cards. Fraudsters can fake ID cards and backgrounds. Verify through PNB customer care or branch.
Q5. What should I do if I installed an app sent by the caller?
A: Disconnect internet, uninstall the app, change banking passwords from another safe device, block cards if needed, and contact PNB immediately.
Q6. Where can I report cyber fraud?
A: You can call 1930 or report through the official cybercrime portal. Also inform PNB customer care as soon as possible.
