What to Do About Suspicious Transactions
Overview
Discovering an unfamiliar or suspicious transaction on your account can be alarming. Acting quickly is the best way to protect your finances. This guide explains the immediate steps you should take, how our investigation process works, what to expect regarding provisional credits, and tips for preventing fraud in the future.
Immediate Steps
If you notice a transaction you do not recognise, take the following actions as soon as possible:
- Contact us immediately -Call our 24/7 fraud hotline at 13 22 21 or use the "Report Fraud" feature in the mobile banking app. Do not delay.
- Freeze your card -You can instantly freeze your debit or credit card through the mobile app or online banking to prevent further unauthorised use while you speak with our team.
- Document the transaction -Note the date, amount, merchant name, and any reference numbers associated with the suspicious activity.
- Change your credentials -Update your online banking password and PIN as a precaution. Enable two-factor authentication if you have not already done so.
You should report suspicious transactions within 60 days for full protection under Financial Claims Scheme (FCS).
Investigation Process
Once a fraud report is filed, our dedicated investigations team will:
- Assign a case number and dedicated investigator to your report.
- Review transaction records, merchant data, and security logs.
- Contact the merchant or acquiring bank if applicable.
- Keep you informed of progress via SMS and email updates at each stage.
Most fraud investigations are completed within 5 to 10 business days. Complex cases involving multiple transactions or international merchants may take longer.
Provisional Credits
During the investigation, a provisional credit equal to the disputed amount may be applied to your account so that you are not left out of pocket. If the investigation confirms the transaction was unauthorised, the credit becomes permanent. If the transaction is found to be legitimate, the provisional credit will be reversed and you will be notified in advance.
Prevention Tips
- Enable transaction notifications so you are alerted to every purchase in real time.
- Never share your PIN, password, or one-time passcodes with anyone, including people claiming to be bank staff.
- Use strong, unique passwords for your online banking account.
- Review your statements regularly and report anything unfamiliar promptly.
- Be cautious of phishing emails, text messages, or phone calls requesting your account details.
Frequently Asked Questions
Q: Will I get my money back if I am a victim of fraud?
Yes. All confirmed unauthorised transactions are fully refunded to your account. Your deposits are protected by Financial Claims Scheme (FCS).
Q: How will I receive my replacement card?
A replacement card is automatically dispatched once your existing card is cancelled. Standard delivery takes 5 to 7 business days. Express delivery options are available upon request.
Important Information
Your account information is protected under regulations enforced by Australian Prudential Regulation Authority (APRA). Deposits are safeguarded by Financial Claims Scheme (FCS). For unresolved concerns, contact Australian Financial Complaints Authority (AFCA).
Need Help?
Our support team is available during Mon-Fri 9:00 AM - 5:00 PM AEST. For urgent matters outside business hours, please call our 24/7 line at 13 22 21.