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How to report

Unrecognised Transaction

You should always check the accuracy of transactions appearing on your credit card statements. This will help you identify any unusual activity or transactions. Keep copies of receipts and check transactions against your statements regularly.

If you come across any transactions that you don’t recognise, a little investigation can be the simplest way to resolve or determine your next steps, firstly:

  • If you have an additional card holder, check if they’ve completed the transaction.
  • Look up additional merchant details including their contact details, website and location information by tapping the transaction in the Westpac App or in Online Banking.
  • If you are familiar with the merchant, please contact them directly to resolve the matter.
  • If you are unfamiliar with merchant, a quick Google search could help identify the merchant as many businesses trade under different name/s.

If you were unable to reach an outcome with the merchant or you still don’t recognise the transaction you can dispute the transaction via Online banking or Westpac App.

The unrecognised transaction could be due to fraudulent activity on your account/s. If you believe your security has been compromised, contact us immediately on 1300 651 089 or if outside of Australia +61 2 9155 7700 , Black Card Holders 1300 651 999 or if outside Australia +61 2 9155 7711.
 

Our Fraud Detection Team works around the clock to identify unusual activity on your account and may contact you to ask if you have completed the transaction(s):

  • We will send you an SMS (text) to confirm the transaction(s), and ask you to text back with your confirmation.
  • Westpac will never send links via email or SMS directly to our Online Banking sign-in page.

Lost or Stolen Cards

If your card is lost or stolen, please report it immediately so we can stop all transactions on your account. You will need your 8-digit customer number and password.

Online Banking:

  • Step 1: Sign in to Westpac Online Banking
  • Step 2: Select Service from the Service and preferences menu
  • Step 3: Select Report lost or stolen cards from Card services options

Mobile Banking:

  • Step 1: Sign in to Westpac Mobile Banking
  • Step 2: Select Services and security from the top left menu
  • Step 3: Select Report lost/stolen

Card on Hold

You can also place your card on hold temporarily until you find it.

 

If you do not have Online or Mobile Banking, call our Cards Customer Service Call Centre or Customer Care:

  • Australia – Call 1300 651 089   (24 hours a day, 7 days a week)
  • Overseas - Call  +61 2 9155 7711 (24 hours a day, 7 days a week). Please note that calls made from mobile phones, public telephones or hotel rooms may attract additional charges.
  • You can also report the loss at any Westpac branch

 

What to do if your wallet is lost or stolen
A lost/stolen wallet or handbag can result in the loss of your credit cards, as well as your driver's licence, mobile phone and car or house keys. Here are some tips to consider, should this happen:

  • Check the Lost Wallet Checklist (PDF 79KB) for a list of other Australia-wide financial institutions and their contact details for reporting lost cards
  • Report the loss or theft to police (call 000 or Police Help line 131 444)
  • Contact your insurance company, locksmith or mobile network provider (if keys or phone go missing too)
  • Access cash without your debit card at any Westpac ATM. Just call 132 032 and ask for Emergency Cash.

If your card is lost or stolen, please report it immediately so we can stop all transactions on your account. You'll need your 8-digit customer number and password.

Suspicious Calls

If you receive an unexpected call, ask for a reference number and return the call using a trusted phone number – not the one that the caller provides.

If you think you have fallen for a scam, contact us immediately on 132 032. If available, report the caller's phone number to Scamwatch by going to  scamwatch.gov.au/report-a-scam

 

Suspicious emails or SMS

  • Report suspicious emails or scam details to  hoax@westpac.com.au   
    • Please note while we monitor this email inbox 24/7, we're unable to respond directly to individual emails. You will receive an automated reply as a confirmation that we have received your email and we will be acting upon it.
  • Report suspicious SMS messages by forwarding the hoax SMS message to 0497 132 032 and then delete the message.

  • If you clicked on a link provided in hoax email or SMS, it's possible your security could've been compromised. In that case, contact us immediately on 132 032


IDCARE

Westpac has partnered with IDCARE, Australia & New Zealand's National Identity & Cyber Support Service, to provide additional support to our customers in these situations.

IDCARE provides free, confidential support and guidance to people who have been targeted by fraud, scams, identity theft or compromise.

They can help create a tailored response plan for your personal situation – not only in relation to your financial accounts but also any other personal details, phone or email accounts, utilities, social media accounts etc that may be impacted.
    
You can contact IDCARE toll-free on 1300 432 273, or visit their website www.idcare.org

Responsible Disclosure at Westpac

Westpac takes the protection of its customer information and confidential information very seriously. We welcome any information you have on suspected cyber threats, or security issues.

Stay in the know

Keep up to date with the latest online security information, including resources and links to relevant organisations