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 $200 and identified as suspicious, an FBS specialist will contact you between 7.00am and 10.00pm (SA 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 on the safe side, until you can be reached.
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” (the transaction is genuine) or “no” (the transaction was not genuine).
Low risk transactions are categorised as:
- Card alerts only (not NPP/transfers)
- Card-not-present transactions under $200
- PayWave transactions
If you’re younger than 65 years of age, the 2-way SMS will be sent to you from phone number 0437 126 492 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:
And then a phone call will be made 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 an SMS between 7:30am and 8:30am saying:
- Send you a reminder SMS in the afternoon if you have not responded.
How to validate our call
If you receive a call from the FBS, you'll be provided with a unique reference number. You will then have the option of confirming the legitimacy of the call by visiting this page of our website to find the number below:
This will connect you with the FBS team. You will then be required to quote the unique reference number you were given.