Skip to main content Skip to main navigation Skip to accessibility page Skip to search input

Card replacement after a fraudulent transaction

What happens to your card?

If you report a fraudulent transaction on your card, we’ll put a stop on your card to prevent any more unauthorised spending.

If we suspect fraudulent activity on your card, we’ll act quickly - in some cases when 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.

If you’re travelling overseas, it’s a good idea to let us know when and where you’re going so we can record your travel details and monitor the security of your card account. If a transaction seems suspicious we may decide to stop access to your card.

When we put a stop on your card:

  • Any cards linked to that card account (including additional cardholders or linked American Express® cards) will no longer be able to be used
  • If you use Online Banking, your credit card will no longer display in your accounts until your new card is issued and you won’t be able to access your eStatements.

Getting your replacement card

  • You should receive your replacement card within 5-7 business days if you’re in Australia or up to 5-10 business days if you’re overseas
  • You can continue to use the same PIN from your existing card on the new card
  • If your card needs to be couriered to you within Australia, a courier cost of $25 will be charged to your card (additional charge may apply for same day delivery). Overseas courier costs may vary.

Updating your automatic payments

  • If you have any automatic payments from your card account to service providers, you’ll need to let them know your new card details
  • If you previously set up automatic payments via BPay you will need to set these up on the new card number.
Things you should know

American Express® is a registered trademark of American Express.