How to Report
How to report
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.
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.
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