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 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 $750
- PayWave transactions
If you’re younger than 65 years of age, the 2-way SMS will be sent to you from phone number 0489 988 024 or 0489 988 025 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 a 2-way SMS between 10:00pm and 7:00am following the above process
- Send you an SMS between 7am and 8:30am saying:
- Call you on the number on file after 7am (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.
If the transaction is not genuine, please call the FBS on 1300 705 750.
The 1-way SMS will be sent to you from phone number 0437 126 492 and will contain the following message:
How to validate our call
If you receive a call from the FBS, you will never be asked any personal details, and this will come from a Sydney based landline, we will leave you a message to call us back. 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 your member number or mobile number and a fraud officer will be able to confirm the reason for the call.