How to report a lost card
If your card is lost or stolen, please report it immediately to minimise the risk of unauthorised use.
To report it and order a replacement:
- use the app or internet banking (go to ‘Cards’)
- call us on 132 888 from within Australia or +61 3 9854 4666 from overseas. If you’re calling outside of business hours, listen to the message for directions.
Replacement cards
When you order a replacement card, you receive a digital version of your new card immediately.
Your physical card will arrive via mail within 5-10 days.
To start spending straight away
- Add it to Apple Pay, Samsung Pay or Google Pay
- You can also make online purchases with your card number
Temporary lock for misplaced cards
If you've just misplaced your card and you’re confident it will turn up, you can lock it via the app or internet banking.
If you lock your card, you can still use Apple Pay, Samsung Pay or Google Pay, unless you decide to turn that off too.
When you find your card, simply head back to the app or internet banking to unlock it.
Blocked cards
If you enter your PIN incorrectly a number of times at an ATM or EFTPOS, your card can get blocked.
In some cases, you may be able to use your signature as proof the card is yours.
If your card has been blocked because you entered an incorrect PIN, the system will reset after 24 hours and you can try again.
If you continue to have problems with your PIN, we can help. Call us to order a new card and PIN.
If you received an SMS notifying you that a payment you made is on hold
Bank Australia has a fraud monitoring service, where potentially fraudulent payments made via OSKO, PayID or PayTo may be held for 24 hours. If this happens, you will receive an SMS from the Fraud Bureau to notify you that your transaction has been placed on hold. If you receive this SMS, please contact our Fraud Department on 1300 705 750 to remove the block on your account. If you have a payment being held, any following transfers and card transactions may also be blocked.
We will never ask you to click on any links in an SMS, unless you have initiated an ID verification request (and we will tell you to expect that SMS). We will also never request any login details, ask you to share a one-time password (OTP), or ask you in an SMS to call any number other than 1300 705 750.
If you are unsure whether an SMS is genuine, please call us at 132 888 or you can call the Fraud Bureau directly at 1300 705 750. All SMS messages relating to held payments will be sent from either +61 437 126 492 OR +61 489 988 024.
If your card has been blocked and it’s outside business hours
If you’re in Australia, you can reach our external security provider, Fraud Bureau Service, 24/7 on 1300 705 750 for help unblocking your card.
If you’re overseas and your card has been blocked
You can reach our external card security provider, Fraud Bureau Service, 24/7 on +61 28299 9534 for help unblocking your card. You can also call us on +61 3 98544666 and we can connect you. If you call us outside business hours, you’ll hear a message with instructions.
Disputing a card transaction
Lost and stolen cards
If your card has been stolen and used by someone else, we may be able to dispute the transactions for you through the Visa network.
You may need to complete a police report.
Incorrect amount charged
If you have given your card details to a business, and believe you have been incorrectly charged, try resolving the matter with the business first.
Keep a record of your communication with them – if you can’t resolve it directly, we may be able to help.
Don’t recognise the charge
Some transactions on your statement can look unfamiliar. Before you dispute, it’s important to clear it up as best you can.
- Was the purchase made by another family member or cardholder?
- Does the business have a different trading name?
- Was the transaction in foreign currency, and converted into Australian dollars?
Tips for identifying a transaction.
