Frequently asked questions

What happens when fraud has occurred on your account?
What happens with an additional cardholder's credit card if the primary card is stopped due to fraudulent activity?
Does the Westpac Fraud Detection team check to see if you are overseas and attempt to call you if you are?
If a stop has been placed on a card, and if I confirm there is no fraudulent activity, can the stop be removed? Does the Westpac Fraud Detection team need to be involved?
What is the timing for resolution and when will you get your replacement credit card?
When will your credit card be stopped? Will it be stopped when you call to report a fraudulent transaction, or will it be stopped when a potential fraud alert is triggered?
What happens to direct debit requests/autopay facilities when the credit card is cancelled due to fraud and a new one is issued? Does Westpac complete the transfer process with / on behalf of you?
What happens to a companion card (eg. Amex linked to Altitude) in the event of a fraud block?
What happens to any fees as a result of a fraudulent transaction?
Your card has been stopped? How can you access funds in the meantime?
Will you be charged for the issuing of the replacement card?
Will your PIN change?
Will the PIN and credit card arrive at the same time?

Q. What happens when fraud has occurred on your account?

A. After the card is stopped and replaced, Westpac will work with you to create a record of the fraud and will send a 'Transaction Investigation Request' for you to confirm and sign (if required). Depending upon the case, Westpac will refund the fraudulent transactions once the investigation is complete.

Q. What happens with an additional cardholder's credit card if the primary card is stopped due to fraudulent activity?

A. If the primary cardholder's credit card is stopped due to fraudulent activity, the additional cardholder's credit card will be stopped as well. In the event that the credit card needs to be replaced, both the primary and additional cardholders' credit card will be replaced.

Q. Does the Westpac Fraud Detection team check to see if you are overseas and attempt to call you if you are?

A. Prior to placing a stop on the your card, the Westpac Fraud Detection team will attempt to call you regardless of location and will also contact your Relationship Manager (if applicable) to advise of the suspected fraud. In the event that it is too early or too late to call you and an alert is deemed high risk, a stop may be placed with a call scheduled for the first available contact.

Q. If a stop has been placed on a card, and if I confirm there is no fraudulent activity, can the stop be removed? Does the Westpac Fraud Detection team need to be involved?

A. If you confirm there is no fraudulent activity then the stop will be removed immediately. The Westpac Fraud Detection team does not need to be contacted in relation to a stop, unless you identify unauthorised transactions.

Q. What is the timing for resolution and when will you get your replacement credit card?

A. The timing of resolution depends on the type of fraudulent transactions and it can be dealt on a case by case basis. A replacement credit card will be delivered within 5-7 working days using standard post, 2 days using express courier within Australia. Overseas express couriers take 5 -10 days, depending on location. For security reasons, your replacement PIN will be sent in a separate envelope.

Q. When will your credit card be stopped? Will it be stopped when you call to report a fraudulent transaction, or will it be stopped when a potential fraud alert is triggered?

A. The stop is placed after the first unsuccessful attempt to call you or your Relationship Manager or when you call Westpac to report fraudulent transactions

Q. What happens to direct debit requests/autopay facilities when the credit card is cancelled due to fraud and a new one is issued? Does Westpac complete the transfer process with / on behalf of you?

A. It is your responsibility to manage your credit card, direct debit and autopay arrangements. You will need to advise your service providers of your new card number and expiry date. A representative from Westpac will assist as much as possible to identify what arrangements were previously in place by reviewing the credit cards transactional history.

Q. What happens to a companion card (eg. Amex linked to Altitude) in the event of a fraud block?

A. When a stop is applied to the parent card (MasterCard or Visa) the companion card is also stopped.

Q. What happens to any fees as a result of a fraudulent transaction?

A. Fees and interest charges may appear on your statement due to the fraudulent transactions. These will be refunded in full when the investigation is complete. Any fees and interest incurred due to your genuine transactions will be continued to be charged as per normal.

Q. Your card has been stopped? How can you access funds in the meantime?

A. There are a variety of solutions available for you depending on your circumstances. These include, emergency cash advance, emergency card replacement or telegraphic transfer.

Q. Will you be charged for the issuing of the replacement card?

A. No, additional charges will not be incurred by you for the replacement card.

Q. Will your PIN change?

A. Yes, when issuing a replacement card a new PIN is generated. You can change your PIN at any Westpac branch with photo identification.

Q. Will the PIN and credit card arrive at the same time?

A. No, for security reasons, you should receive a PIN within a few days after you receive your credit card.

Lost or stolen cards?

Secure Sentinel offers a card registration facility and other security solutions.

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Credit/debit card queries

Find out what to do to if you have credit/debit card query on your credit card.

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