Fraud Bureau Service

Operated by trained fraud specialists, the Fraud Bureau Service (FBS) provides our members with around-the-clock protection against fraudulent transactions - 365 days a year.

If a transaction is over $750 and identified as suspicious, an FBS specialist will contact you between 7.00am and 10.00pm (SA local time) to query its legitimacy. If you’ve had fraud on your account, they will immediately place blocks and commence an investigation.

If they're unable to contact you, they'll make a decision on whether the transaction is suspicious, based on a number of factors. They may place a temporary block on your account, just to be safe, until you can be reached.

Low risk transactions

For card transactions that are considered low risk and identified as suspicious, a 2-way SMS will be sent to you, where you’ll be asked to respond “YES” (if the transaction is genuine) or “NO” (if the transaction was not genuine).

Low risk transactions are categorised as:

• Card alerts only (not New Payments Platform (NPP) or transfers).
• Card-not-present transactions under $750.
• Visa payWave transactions.

If you are 70 years of age or younger, the 2-way SMS will be sent to you from phone number 0489 988 024 and will contain the following message:

If you reply “YES”, all blocks will be removed from your card and a second SMS will be sent as follows.

• If the transaction was declined:

• If the transaction was approved:
  

If you reply "NO", a second SMS will be sent as follows:

An FBS specialist will then contact you by phone to discuss the suspected fraudulent transaction further. If no response is received within 24 hours, an FBS specialist will call you and standard processes will be followed.

For any suspicious activity which takes place between 10.00pm and 7.00am, the FBS will:

• Send you a 2-way SMS between 10.00pm and 7.00am following the above process.
• Send you an SMS between 7.00am and 8.30am with the following message:

• Call you on the number on your Member file after 7.00am (SA local time) to discuss the transaction.

The FBS may block a transaction if they believe it to be suspicious. 

If their investigation shows that the transaction was genuine, they will remove the block and send you a 1-way SMS (an SMS that you DO NOT need to respond to). You will then need to retry the transaction. 

The 1-way SMS will be sent to you from phone number 0437 126 492 and will contain the following message:

"Your card/account was recently restricted due to an attempted transaction at XXXXX for $XXXXX.XX at HH:MM AEST/AEDT. We have reviewed the transaction and removed the restriction. Please contact us if you are unaware of this transaction. Credit Union SA Fraud Department."

If the transaction is not genuine, please call the FBS on 1300 705 750.

More information

To learn more about our Fraud Bureau Service, call us on 13 8777. For more information about protecting your personal information and accounts, check out our Security Centre.