Mobile phone porting
Mobile phone porting is when someone transfers your phone to another carrier, or obtains a second SIM, so that they can receive all of your messages and phone calls. It can occur when your personal details from been compromised, and can mean that a fraudster can transfer funds out of your account or steal your identity.
How do you know if your phone has been ported or cloned?
- You have no service somewhere you usually would have service
- Your service carrier symbol may disappear from your phone and reset to SOS mode so you can only make emergency calls
- You receive an SMS confirming a porting request, or advising you of a new SIM card
What can a fraudster do with that information?
- Transfer funds out of your account.
- Change your personal information.
What should you do?
- Change your password on Internet Banking using a different computer or device than what you usually would.
- Contact us on 132 888. If you can’t talk to us, go back to step 1 and then send us an email.
- Check your transactions and alert us to anything you didn’t authorise.
See our security pages for more information, including using a token instead of SMS. https://bankaust.com.au/support/security/staying-safe-online/
App upgrade issue
If you are experiencing issues with the update of our iPhone and Android app, please re-register after upgrading. To re-register please:
- Go to the forget PIN option
- Select Re-Register Device
If you are having any further issues please call us on 132 888.
FRAUD ALERT: SMS asking people to confirm Visa CCV2 code
We've had reports of an SMS asking people to confirm their Visa CC2V code (three-digit code on back of card).
If you receive this SMS, DO NOT reply to it.
Instead, please contact us ASAP on 132 888.
'Police station' phone call scam
Police are warning people about a phone scam targeting people across Australia.
The caller claims to be from a NSW police station (though they could claim to be from any station, and will contact people in any location) and tell the person that their property, including credit cards, has been located. They then ask to confirm identification, including asking for credit card information, so that they can arrange to return the property.
If anyone receives such a call, or has provided any information to scammers, they should contact us immediately on 132 888.
They should also report the matter to:
- Crime Stoppers on 1800 333 000 or via https://nsw.crimestoppers.com.au
- The ACCC via the SCAMwatch website or by calling 1300 795 995.
Replacement Visa Debit Cards being issued for orders made after August 4.
Our third party provider has concluded that the cause of the issue occurred during the card manufacturing process. In order to fix this all customers impacted will be issued with a replacement Visa Debit Card. Replacement cards will be issued with the same details as your current card and will be ready to use when received.
In the meantime, you can use your existing card if you select ‘Credit’ the transaction will be fine. Paywave transactions and ATM withdrawals are also not affected. The transaction declines when selecting ‘Savings’ to make an eftpos payment.
We thank you for your patience and apologise for any inconvenience this may cause. If you have any queries please call us on 132 888.
Protect yourself against malware
You may have heard about the recent news of malware targeting the banking apps in Australia. Bank Australia’s banking app has not been hacked or compromised.
The malware targets Android devices, with people being asked to change and or accept new settings. This then installs malware on their devices which imitates their banking apps (such as login screens) and can steal login details.
To avoid this, we recommended you only install applications for your Android device from trusted sources such as Google Play. Also, if your device suggests a change that you didn’t request, do not accept it.
It’s important to have virus/malware protection on anything that connects to the Internet (computer, phone, and tablet) and ensure sure that it is kept up-to-date, with full scans run regularly.
Bank Australia has 24 hour monitoring in place on the bank app. If you notice any suspicious activity on your account please contact us immediately on 132 888.
Read our security and fraud protection tips.
As part of Bank Australia's commitment to fraud prevention and detection, our team may call, email you or SMS you to confirm a transaction.
From time to time we may send you an SMS from the Fraud Bureau to confirm card transactions. Please call the number provided in the SMS (1300 705 750). You won’t be able to reply to the SMS. If you are unsure about the validity of the SMS please call 132 888 to be transferred to the Fraud Bureau.
Remember that we never ask you to disclose your PIN or personal banking details.