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What is 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.  You should always carefully check your statement each month to determine if there are charges for purchases you did not make.

Fraud identified - next steps

You may not be aware that your card has been used fraudulently until:

  • You receive your statement and there are charges for purchases you did not make
  • Our Fraud Detection team advises you on unusual activity on your card and asks if the charges are yours.

What happens when there are fraudulent transactions on your card?

  1. Contact us as soon as you suspect fraud
  2. We'll stop your card (and the card of any additional cardholders) and issue new cards
  3. We'll stop and replace companion cards (e.g. American Express® linked to Altitude or Earth MasterCard® or Visa Cards)
  4. We'll work with you to create a record of the fraud and send you a ‘Transaction Investigation Request’ form. This request will outline the list of transactions that are fraudulent.
  5. You confirm and sign the form then return it within 14 days of receipt
  6. We complete the investigation and refund the fraudulent transactions (depending upon the case).

In addition, you must:

  • Inform your service providers of your new credit card details if you have regular payments (direct debits) taken from your credit card
  • Activate the Card Autopay feature on your new card, if applicable.

Fees and charges

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 and it is determined that you did not contribute to the fraud. Any fees and interest incurred due to your genuine transactions will continue to be charged as normal.

View more details on how we manage card fraud and card replacements


Things you should know

American Express® is a registered trademark of American Express. The Westpac American Express Card is issued by Westpac Banking Corporation pursuant to a license from American Express.

World MasterCard®, MasterCard® and the MasterCard brand mark are registered trademarks, and PayPass is a trademark of MasterCard International Incorporated.