When care counts: An employee's quick wit saves senior Aussie from huge losses

When Kayla Doran noticed an older woman walk into her NAB branch in Adelaide clutching her phone and looking visibly shaken, she knew something wasn't right.

What happened next proves that sometimes the best protection against scammers is a caring human being who's willing to step in.

The woman had received what seemed like an urgent call from Amazon, claiming her Prime account had been hacked and money stolen.

The caller's solution? Withdraw $10,000 in cash and buy gift cards to 'recover' the funds.

It's a story that's becoming all too familiar across Australia, but this one had a different ending thanks to Doran's intervention.

How the Amazon Prime scam unfolded

The scam typically begins with an unsolicited phone call or email from someone claiming to be an Amazon representative, creating a false sense of urgency related to customer accounts or order issues.

In this case, the scammer told the Burnside customer that hackers had already accessed her Amazon Prime account and stolen money.

'She was told someone had hacked into her Amazon Prime account and they had actually taken money already so to recover those funds, she had to come in and get cash and buy gift cards,' Doran explained.

The psychological pressure is deliberate and effective. Scammers create panic by claiming immediate action is needed, then offer a 'solution' that involves the victim purchasing gift cards or providing personal information.

The bank manager who wouldn't give up

When Doran saw the distressed customer, she didn't just process the transaction and move on.

Banking staff across Australia are increasingly being trained to recognise the signs of financial abuse and scams, and Doran's quick thinking exemplified this approach.

Kayla Doran has been a staff member of the bank's Adelaide branch. Disclaimer: This photo is not an accurate representation of the people in this story. Image Credit: NAB

'We said to her, 'Look, we're not going to take out any cash today, and we're going to hang up the phone together,' Doran recalled.

The relief on the customer's face was immediate. 'You could just see the relief fall from her face basically,' said Doran.

The scam landscape in Australia today

Australians reported a record $3.1 billion lost to scams in 2023, representing an 80% increase from the previous year. The numbers are staggering, and the methods are becoming more sophisticated.

Cybercriminals are now harnessing the power of AI to make ever more effective attacks, including crafting custom phishing emails, generating malware, and automating cyberattacks.

This technological advancement means the fake calls and emails are sounding more convincing than ever before.

Amazon customers in Australia have reported that email has been the most common method through which scammers have contacted them in 2025.

However, phone calls like the one targeting the Burnside customer remain a significant threat, particularly for older Australians who may be less suspicious of unexpected calls.

Gift cards and what Amazon wants you to know

'Scammers like to get gift cards as payment as it's easy for them to sell them on secondary markets and pocket the cash quickly,' explained ACCC Deputy Chair Delia Rickard.

Gift cards are essentially untraceable cash once the codes are shared, making them perfect for fraudsters who need to move money quickly and anonymously.

Amazon consistently works to protect customers from scams by developing innovative technologies that shield accounts and detect fraudulent attempts, creating educational initiatives to help consumers recognise genuine transactions, and fostering partnerships with law enforcement.

The company has specific guidance for Australian customers.

If you receive a suspicious phone call, email, or text message claiming to be from Amazon, asking for payment, personal information, or offering a refund you do not expect, please do not share any personal information and disconnect the phone call immediately.

How banks are fighting back

NAB, along with other central Australian banks, has implemented programs to train staff to recognise and interrupt scams in progress.

These programs include:

• Training staff to identify common scam patterns

• Implementing delays and additional checks for large withdrawals

• Creating safe spaces for customers to discuss concerns

• Partnering with authorities to report attempted scams

The banking industry recognises that human intervention, like Doran's quick thinking, remains one of the most effective defences against sophisticated scammers.

The bigger picture

Scams are constantly evolving, and staying informed is one of the most effective ways to protect yourself. The story from Adelaide shows that protection often comes from unexpected places—a caring bank employee who was willing to step in when something didn't seem right.

Governments around the world are becoming more creative and focused on getting to the heart of the problem, establishing anti-scam departments like Australia's National Anti-Scam Centre.

By working together across industries and around the world, we can build a world where consumers navigate their lives confidently, so that they will not fall victim to scams.

The National Anti-Scam Centre continues to collaborate with businesses, banks, and telecommunications companies to make Australia a less attractive target for scammers.

Thanks to Kayla Doran's vigilance and quick thinking, one Adelaide customer kept her $10,000 safe.

Yet the real victory is the reminder that in our increasingly digital world, sometimes the most effective defence against sophisticated scammers is simply a caring person who's willing to say, 'Wait, this doesn't seem right.'

Have you or someone you know encountered a similar scam? What warning signs do you think more people should know about? Share your thoughts and experiences in the comments below—your story could help protect someone else.