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What to do if something is suspicious

Understand what to do if you think you might have been a target of fraud. 

If in doubt, call us

If you think you’ve been a victim of fraud (or there’s a chance you might be), or if you notice anything out of the ordinary with your accounts or online banking, please call us immediately so we can take the necessary actions to help protect your banking.
 

Call 0800 269 348

Or +64 4 499 4079 from overseas (charges may apply)

Remember, ANZ will never:

  • Ask you for your banking PINs, passwords or security codes
  • Send you a link to log on to ANZ Internet Banking - always type the URL (anz.co.nz) into your browser
  • Ask you to download any software onto your devices
  • Ask you to give us remote access to your devices.

Do

  • End the call immediately.
  • If you gave the caller any personal or financial information, call us straight away.
  • If you think you’re the victim of a scam, call us straight away.

Don't

  • Provide remote access, or download any software, to your mobile, device or computer.
  • Log on to your Internet Banking or mobile banking app if instructed by the caller.
  • Provide any personal or financial information. 

If you think you may have given the caller information about, or access to, your banking, please call us straight away on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).

Do

  • If the email is ANZ branded, forward it to hoax@cybersecurity.anz.com so we can investigate, then delete the suspicious email.
  • If the text message is from ANZ, take a screenshot and send it to hoax@cybersecurity.anz.com so we can investigate it, then delete the suspicious text message.
  • If the email or text is from somewhere else, delete it immediately.
  • If you clicked a link, or downloaded an attachment, in a suspicious email or text, call us straight away.

Don't

  • Reply to the email or text message.
  • Open any attachments or click on any links.

If you think your personal information or banking may be compromised, call us straight away on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).

Misplaced card

  • If you think you’ve misplaced your card, you can place a temporary block on it using ’Manage cards’ in our mobile banking app, ANZ goMoney, or Internet Banking. You can then easily unblock your card if you find it.

Lost or stolen card

  • If your card is permanently lost or stolen, you can cancel your card and request a replacement using ‘Manage cards’ in our mobile banking app, ANZ goMoney or Internet Banking.
  • If you don’t have access to goMoney or Internet Banking, call us immediately on 0800 658 044 (or +64 9 522 3010 from overseas, charges may apply).
  • Change your PIN or password immediately – you can do this in ANZ goMoney, or Internet Banking, and
  • Call us immediately on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).
  • If you’ve downloaded suspicious software, uninstall the software immediately
  • If you’ve clicked a suspicious link, close your browser and clear your browser history immediately

Then, update your anti-virus software and run a scan of your device. And call us immediately on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).

  • If your mobile phone is lost, stolen or compromised, contact your mobile provider. They may be able to suspend your number and blacklist (disable) your phone.
  • If any computer, device or mobile phone used for ANZ goMoney or Internet Banking is lost, stolen or compromised, call us immediately on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply) and we can suspend your access.

If you’ve given someone remote access to your computer or mobile phone, please call us immediately on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).

If you’ve made a payment and you’re worried it may have been a scam, please call us immediately on 0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).

If there’s a transaction you don’t recognise in your accounts, please call us immediately on
0800 269 348 (or +64 4 499 4079 from overseas, charges may apply).

Eligibility criteria, terms and conditions apply to ANZ Internet Banking and ANZ goMoney. See our Electronic Banking Conditions (PDF 129KB) for more information.

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