you can always tell fake emails.
Wishful thinking? I have the feeling that plenty of people fall into the trap. Otherwise the folk who send them would have given up long ago.
I agree that some 'tricks' are pretty obvious - a mail in poor English, or, as in your case,using an unusual method of contact. But almost all my normal transactions with my English bank are done through the internet. The officials are clearly concerned that their clients do not open mails, or click on links in correspondence which supposedly come from them but are in reality efforts to obtain details of their account. They repeatedly emphasize that they will never contact their clients asking for details of their codes for example. The wording can sometimes be very convincing for someone who doesn't have a suspicious mind, respects authority and maybe doesn't move in circles where folk chat about computers and their pitfalls.
It is not unknown for IT guys, who really should know better, to open something and click on a link and allow a worm into the computers in the IT firm they work for!