Speak with a scam specialist
If you’ve been the target of a scam and reported a case with our scams team message us for an update.
Reporting a case with our specialists
How do I report a scam case?
Follow the steps on our how to report page.
What happens next?
Once a case has been created, you'll receive a case reference number via SMS or email. You'll be required to provide your scam specialist this reference number to request an update on the investigation.
Stay updated throughout the process by reviewing our guide below, which covers essential steps, key details and common FAQs.
1. Things we will do
We’ll try to stop or recover any payments, enhance your account security (including resetting passwords and replacing cards), and confirm your case by email or SMS.
2. Things you can do
If you notice unusual transactions that aren’t in your original report, contact us. You should also report any financial loss at cyber.gov.au/report.
3. Where you can get support
Westpac has partnered with IDCARE, Australia and New Zealand’s national identity and cyber support service. IDCARE have helped thousands of people and organisations to reduce the harm they experience from the compromise and misuse of their identity information by providing effective response and actions at idcare.org.
4. During the investigation
We'll email you weekly with updates, work to recover funds and refund if you're eligible under our Online Banking Security Guarantee and may block access to your banking during the investigation, to protect your account. Most cases are resolved within 21 days. Complex cases may take longer. You can also check progress via the chat functionality on this page or call 1300 364 294.
1. Things we will do
We’ll try to intervene with transactions to Merchants, strengthen your security (including Telephone Banking, password resets, and card replacements), and confirm your case by email or SMS. You’ll also receive a new card with a new number, expiry date, and CVC, but it will be linked to the same account.
2. Things you can do
Westpac has partnered with IDCARE, Australia and New Zealand’s national identity and cyber support service. IDCARE have helped thousands of people and organisations to reduce the harm they experience from the compromise and misuse of their identity information by providing effective response and actions at idcare.org.
3. During the investigation
We’ll send weekly email updates and try to recover funds through the receiving bank. If eligible under our Fraud Money Back Guarantee or recoverable from the merchant, we’ll refund the money to your account. Most cases are resolved within 21 days, but more complex cases may take up to 45 days. You can also check progress via the chat functionality on this page or call 1300 364 294.
Need us to call you back?
You can request a callback if:
- You received an SMS from us to call you back for assistance with an Online Banking transaction
- You've been advised to speak to one of our teams.
Requesting an update about an existing case
1. Have your case number handy
Our scams team will require your case number to provide an update. If you don't have this available, refer to your text message from Westpac.
2. Speak to a scam specialist
On the right-hand side of your screen select the 'Message us' button to start the conversation.
For more information visit our Security Hub
Stay safe, smart and secure
To help better protect you and learn how you can avoid and respond to scams, our Security Hub provides all the information to make yourself a harder target for scammers.
