Lost or stolen cards
You can lock a lost or stolen card using our Banking App
Just follow these steps:
- Go to ‘Cards’
- Authenticate your entry with your fingerprint or by entering your four-digit PIN
- Select the card you wish to lock
- You can either lock your card while you look for it or select the ‘Lost or Stolen Card’ option
- If you select the ‘Lost or Stolen Card’ option, you can then notify us if your card has been ‘Lost’ or ‘Stolen’ by selecting the appropriate button
- To order your new card, call us on the phone number below
Or report a lost or stolen card by calling us
During business hours: 1300 131 844
After hours: 1300 131 844 and press 2
Overseas: Call the Visa Hotline on +61 2 8299 9101 wherever you are in the world, they process lost or stolen card reports 24 hours a day.
You will need to disclose:
- Your name as it is printed on the card
- Your 16-digit Visa account number or your Member number
Don’t forget to…
Contact any merchants who debit your card (i.e. monthly debits for health insurance or gym membership) and give them your new card details.
How we protect you
The security of your money is important to us, so we do what we can to protect it.
Guardian Fraud Protection Service is our comprehensive suite of services aimed at keeping your transactions safe and secure.
- Identifying high risk transactions
- Assessing and monitoring high risk transactions
- Monitoring fraud trends, Australia-wide and globally
- Proactively acting to recover funds
It also gives you access to our Guardian Money Back Guarantee which sees us credit your account should you lose any money in a fraudulent transaction. The Guardian Money Back Guarantee applies if you have not directly contributed to the transactions yourself, didn’t participate in fraudulent transactions by providing details and disputed the transactions within a reasonable time frame.
One Time Passwords are randomly created passwords sent via SMS or email, protecting your funds and adding another layer of online security.
Visa Secure is a security feature across our Visa cards requesting additional security information before a transaction is approved.
Protect your PIN
Take care when entering your PIN, making sure that no one can see and if you are unsure, cover the keypad with your hand.
Always memorise your PIN, don’t write it down (even in your phone)!
Keep your PIN a secret, even from friends and family. And remember, our staff will never ask for your PIN.
Changing your PIN from time to time helps protect against fraud.
Avoid using obvious numbers like your date of birth or digits from your phone number.
Protect your password
Make passwords hard to guess by using a unique combination of letters, numbers and symbols and never using birthdays, phone numbers, addresses or names.
Change your password at least every six months.
Don’t write your password down, especially in your digital devices. If you do need to store it somewhere, a password manager is a great option.
Protect your card
Sign your new card as soon as you receive it.
Keep your card somewhere safe and regularly check that you still have your card.
Remain vigilant when shopping online and check a website’s legitimacy before making a purchase.
It’s ok to disclose your Card Verification Value (CVV) during a transaction if required.
Check your transactions thoroughly – you can do this by looking through your online statements or our Banking App.
Protect your computer
Make it a habit to download security software and operating system updates and back these up by running virus and malware scans.
Don’t click on a link in an email from an unknown source as these could lead to an untrustworthy website or a virus.
Avoid using public computers to do Online Banking but if you do, look for the locked padlock in the address bar and always logout at the end of your session.
Protect your devices
Lock your device with a passcode or finger/face recognition and ensure that your phone’s ‘auto lock’ function is on.
Only install apps from your official app store, never from a link in an email or SMS.
Make sure to regularly implement any system updates to ensure your device stays secure.
Update your details
Let us know when your details change.
We have a range of security controls to monitor your transactions and protect you from fraud. If we detect any suspicious activity we may contact you to confirm the legitimacy of the transaction but we can only do this if we have your current details.
You can update your details in four simple steps:
- Log in to Online Banking (Internet Banking if using mobile)
- Go to My Preferences
- Click Get SMS and enter the One Time Password
- Choose to update your address details or contact details
Let us know if you are travelling overseas. We can monitor your transactions using our Guardian Fraud Protection Service.
If we notice something suspicious, we can take steps to protect you against fraud, including:
- Blocking high-risk Visa transactions
- Restricting your card against suspicious activity
- Holding Online Banking transfers, pending confirmation
If you don’t notify us before you leave, overseas transactions can look suspicious, so it is best to get in touch with us to let us know exactly when and where you are going.
Using ATMs overseas
In response to increased fraud risk at ATMs, we are taking action to prevent use of counterfeit cards by declining ATM withdrawals where only the magnetic strip on the back of the card is read. ATMs that only read the magnetic strip are common in several countries, such as Bali, Fiji and India, so this measure will also unavoidably affect genuine transactions.
This approach protects you from a known fraud risk and keeps funds available to you. Fraud on your account could leave you without funds at any time.
Let us know about your overseas trip:
Make a report
If you notice suspicious behaviour, unusual activity, a possible security threat on your account, or for any concerns, please notify us.
Need to dispute a transaction?
If you wish to dispute a transaction, you will need to complete a dispute form. This form can be returned at any branch or by post.
If you’re a victim of fraud, you can get your money back with our Guardian Money Back Guarantee. The Guardian Money Back Guarantee applies if you have not directly contributed to the transactions yourself, didn’t participate in fraudulent transactions by providing details and disputed the transactions within a reasonable time frame.
The Visa Chargeback Process
As a Visa card holder, you have rights under the rules of the Visa card scheme to dispute credit card transactions.
If you believe a purchase was not properly authorised or processed, or there is some other problem, you may have a right to recover the amount of the purchase under the scheme’s Chargeback Rules.