Card fraud and how we manage it
What is credit card fraud and how can it happen?
There are many different forms of credit card fraud. At its simplest, someone obtains your credit card details and uses them over the phone or on the Internet to make purchases in your name. At the other extreme, a person can assume your entire identity and open bank accounts, obtain credit cards, get loans and even submit tax returns in your name.
How we protect your card
We have a number of systems in place to help minimise credit card fraud. We monitor your usual credit card spending, so we can detect any unusual spending patterns and prevent attempts by others to use your credit card.
We contact you if there is unusual activity on your card
Our Fraud Detection team operates 24/7 to protect your security, both when you're at home or overseas. For example, when there are transactions on your card that differ considerably from any style of shopping you've done before, we will contact you (regardless of your location) to check that it is really you doing the shopping before we stop the card.
Our Fraud Detection team may contact you initially via SMS message. The SMS message will include details of the unusual spending and request that you call the number on the back of your card. This Westpac SMS will never display a specific telephone number for you to call us back on. If you don't have your card on hand, please refer to the phone numbers listed under Contact Us on this website.
Unusual spending is more likely to happen if you take your card when you travel overseas and you're not a regular traveller, so it's important to tell us when and where you're travelling.
We stop your card to prevent further fraud
We stop your card when you call to report a fraudulent transaction or when a potential fraud alert is triggered.
If there really is fraud on your card, we will stop access to prevent any more spending. We have to act fast in such instances and sometimes, if we can't reach you when we try to call, we may decide to stop access to your card to ensure we protect your account until we can speak to you.
How we manage a fraudulent transaction
| Step | The Westpac Fraud Detection team will |
|---|---|
| 1 | Contact you on all your available telephone numbers and send you a letter to inform you about the fraud. |
| 2 |
Issue you with a replacement credit card as soon as you have confirmed there is a fraudulent transaction on your account. You should receive the replacement card within 5-7 business days within Australia and up to 5-10 business days if you are overseas. |
| 3 | Contact you to complete an Interview Question / History Sheet regarding the transactions. |
| 4 |
Send you a letter confirming the conversation - this will include a list of transactions that are fraudulent. |
| 5 | Refund all monies (where applicable) related to the fraudulent transaction on your credit card, e.g. transaction amount, over limit fees, interest and other related charges. |
