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What to do if you receive a suspicious email, text message or call

A common tactic used by fraudsters is to send out ‘phishing’ emails, text messages, or make calls to people and pretend to be from ANZ or another reputable organisation, in an attempt to steal the recipient’s personal information or gain access to their bank accounts. That’s why it’s important to be vigilant and stay aware.

Remember, ANZ will NEVER:

  • Ask you for your banking PINs or passwords or security codes.
  • Send you a link to the ANZ Internet Banking login page – we always suggest you type anz.co.nz into your browser.
  • Ask you to download any software onto your computer.
  • Ask you to give us remote access to your computer.

If you receive a suspicious email or text message:

  • Don’t reply to it.
  • Don’t open any attachments or click on any links.
  • Delete the email or text message.
  • Update your antivirus and anti-spyware and run a scan of your devices.
  • Contact ANZ immediately on
    0800 368 524 or report it online.

If you receive a suspicious call:

  • Do not download any software onto your computer.
  • End the call and contact us immediately on 0800 368 524.
  • See our guidelines for how to protect yourself online.

Stop and think. Is this for real?

ANZ is proud to be involved in the new advertising campaign from the Banking Ombudsman to raise awareness about online security and to make us all ‘Stop and think. Is this for real?’

Latest scams and alerts

If you get an email of this kind, delete the email immediately. Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious e-mail by contacting hoax@cybersecurity.anz.com.

We are aware that phone scammers are calling some ANZ customers telling them they need their help to ‘stop hackers’.  In many cases these scammers claim to be from Spark’s technical department.   Customers are instructed to download remote access software (team viewer) and then log-on to Internet Banking. This software will allow the scammer to remotely access your computer and obtain log in details and then later steal funds.

In some instances, once Internet Banking access is obtained, the scammers will transfer money between accounts to make it appear that funds have been credited from an external party.  These scammers will either set up an International Money Transfer on Internet Banking or instruct the customer to visit the branch to transfer the funds overseas to assist with ‘catching the hackers’. 

To ensure an International Money Transfer is not being made to a scammer it is important we ask customers what the payment is for and whether there is documentation to support the transaction.

Remember;

  • Never disclose your banking passwords, PINs or personal financial information to anyone even if they say they are from the bank or the Police
  • Don’t install software on your devices that you are not familiar with
  • If you are not sure, hang up, and call the company on their registered phone number for verification

If you receive a call from someone asking for your personal or financial details,  your help to ‘catch hackers’, or you inadvertently downloaded software onto your computer, please call us immediately on 0800 269 296 (international +64 4 470 3142).

For more information, see the following article:

https://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=12130820

Please be aware that customers are being targeted with phishing text messages advising them that a temporary block has been placed on their ANZ account and they need to click on a link to confirm their identity. The customer is then sent through to a fake site where they are required to enter either their log-in credentials, account and credit card details or personal information.

If you get a text message of this kind, delete it immediately. Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142).

Here is an example of the phishing text message customers may receive:

There’s been an increase in fraudsters stealing real estate deposits by compromising email addresses, usually the real estate agent’s email.

This is a type of Business Email Compromise (BEC) scam, a scam where fraudsters impersonate the payment recipient by either hacking their email account or using a similar email address to their address. They then change payment instructions so the buyer sends funds to the fraudster’s third party account instead of the legitimate recipient. This happens more easily in real estate transactions because the innocent purchaser is expecting to make a payment so they don’t realise their mistake until it is too late. To make matters worse the money is usually moved offshore quickly so becomes almost impossible to get back.

ANZ recommends the following steps when responding to an invoice or request for payment:

  • Being cautious when making payments to bank accounts that you have not paid before. Making a call to the company’s registered address to verify their bank account number is recommended
  • Examine sender details carefully, watching for similar domain names or characters that have been swapped for other letters
  • Be wary of last minute changes to payment instructions, especially if made out of normal business hour
  • For business owners ensure staff handling payments are trained to recognise suspicious emails

You can also help prevent your email account being compromised by:

  • Ensuring you do not click on links, or download attachments, in emails from people you do not know
  • Keeping your anti-virus software up to date
  • Ensuring your operating software and all applications are up to date
  • Using strong and unique passwords, particularly for your email and online banking
  • Installing adequate firewalls

If you think you have been a victim of this type of fraud and have potentially paid money from your bank account to the wrong account, please act quickly. Call ANZ on 0800 18 18 18 (ext 64362) if you have been the victim of this scam. There is no guarantee that we can get the money back but we have more chance the sooner we know.

We are aware of incidents where fake mobile banking apps have been created, including ones that claim to be from ANZ.  Some customers have downloaded these apps allowing fraudsters to steal sensitive data.  

To check if you have the right version of our mobile banking app, ANZ goMoney, check the app’s listing in the Google Play or Apple App Store:

  • Google Play - ‘Offered by’ should be  ‘ANZ NZ’
  • Apple App Store  - ‘Seller’ should be ‘ANZ Bank New Zealand Limited’
  • Also check the number of downloads or installs, this will give an indication of how widely used it is.  Our ANZ goMoney app is used by millions of customers, a fake app would have fewer downloads.

If you think you have downloaded a fake mobile banking app, delete it immediately.  
If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142).

The NZ CERT provides some great information on cyber security for your mobile phone and recommends you only download apps from the official app stores, delete apps that you don’t use, and check permissions and setting on all your apps.  

For further information please visit the NZ Cert site

Please be aware that customers are being targeted with phishing text messages advising them to click on a link to verify their account, view an internal notification, review unusual account activity or to confirm their mobile number.  The customer is then sent through to a fake site where they are required to enter either their log-in credentials, account and credit card details or personal information.

If you get a text message of this kind, delete it immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142).

Here are some examples of the phishing text messages that customers may receive:

Please be aware that customers are being targeted with a phishing email advising them of unusual activity on their account and being asked to click on a link to confirm their details. The customer is then sent through to a fake site whereby they are required to enter either their log-in credentials, account and credit card details or personal information.

If you get an email of this kind, delete it immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

Here are some examples of the phishing emails that customers may receive:

We are aware that customers are being targeted with a phishing email advising them to validate their login details to avoid possible account termination.

Customers are asked to click on a link to visit the ANZ website but are instead sent through to a fake site.  

If you get an email of this kind, delete it immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

We are aware that customers are being targeted with a phishing email advising that their account has been used to make an online payment.  Customers are asked to cancel the incorrect payment immediately by clicking on a link labelled "Cancel Payment". This leads to a fake site where customers are asked to log on with their customer number and password. 

If you get an email of this kind, delete it immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

We are aware that customers are being targeted with a phishing email advising that their ANZ Internet Banking log on attempt was unsuccessful. The email advises that security checks have discovered there were 3 incorrect login attempts. Customers are asked to click the link below to verify their identity.

If you get an email of this kind, delete the email immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

We are aware that customers are being targeted with a phishing email advising that unusual activity has been detected on their Internet Banking account. The email advises that a restriction has been placed on most of the Internet Banking features until further information is verified.  To lift the restriction and prevent bank accounts being closed customers are asked to click the blue button below to complete the process

If you get an email of this kind, delete the email immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

An example of the phishing email is below:

We are aware that customers are being targeted with a phishing email scheme with the subject line “Security Issue”. The email advises that a restriction has been placed on an account. To lift the restriction customers are asked to click here to complete the process.

If you get an email of this kind, delete the email immediately.  Do not click on the link or provide any information.

If you have inadvertently provided your details, please call us immediately on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

An example of the phishing email is below:

We are aware that some ANZ customers have been called by fraudsters claiming to be from ANZ or other reputable companies in the telecommunication or electric industries. Customers are asked to download software directly or click on links in emails, and then log-on to Internet Banking. This software may allow the fraudster to remotely access your computer and obtain log in details and then later steal funds.
 

If you receive an unsolicited call from someone claiming to be from ANZ or any company, ask for proof of their association with the company or call the company for verification (on a number from the companies’ website).  Never provide your personal and financial details. Most importantly, do not install any software that you are not familiar with.

Remember;

  • We will NEVER ask you for your ANZ Internet Banking password or your goMoney PIN.
  • We will NEVER ask you to download any software onto your computer
  • We will NEVER ask you to grant us remote access to your computer
  • If you are not sure, ask for the caller’s details and call ANZ to verify the caller
  • Never give out your personal or financial details
  • Don’t click on links in emails even if they seem legitimate, instead enter www.anz.co.nz directly into your browser’s address bar
  • Always ensure there is a security symbol in your browser.

If you receive a call from someone asking for your personal or financial details, end the call and notify ANZ on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

For more information, see the following articles:

We are aware that some ANZ customers have been called by fraudsters claiming to be from ANZ.  Customers are asked to download software and then log-on to Internet Banking. This software may allow the fraudster to remotely access your computer and obtain log in details and then later steal funds.

If you receive a call from someone claiming to be from ANZ, ask for proof of their association with ANZ or call ANZ for verification (on a number from the ANZ website) and never provide your personal and financial details. Most importantly, do not install any software that you are not familiar with.

Remember;

  • We will NEVER ask you for your ANZ Internet Banking password or your goMoney PIN.
  • We will NEVER ask you to download any software onto your computer
  • We will NEVER ask you to grant us remote access to your computer
  • If you are not sure, ask for the caller’s details and call ANZ to verify the caller
  • Never give out your personal or financial details

If you receive a call from someone asking for your personal or financial details, end the call and notify the ANZ Internet Banking team on 0800 269 296 (international +64 4 470 3142) or you can report a hoax or suspicious email online.

Investment scammers often purport to be from reputable companies like banks and government agencies in an attempt to gain your trust. Please be vigilant when people call or knock at your door offering investment opportunities – ask for ID to prove their association with the organisation they represent, call that company for verification, and never provide your personal or financial details.

For more information about investment scams and how to protect yourself, please visit the Financial Markets Authority website at http://fma.govt.nz/consumers/avoid-scams/steps-to-protect-yourself/

ANZ has been made aware of a scam that is currently targeting the building/construction industry.

Fraudsters are gaining access to builder’s email accounts and are altering bank account numbers on invoices and then sending them to the builder’s client. The client pays what they believe to be a legitimate invoice, but it is really going to a bank account controlled by the fraudsters and is usually withdrawn before the fraud is noticed.

If you are paying invoices Netsafe provide the following tips:

    Examine email sender details carefully, watching for similar domain names or characters that have been swapped for other letters;

    Forward email responses instead of hitting ‘reply’ so you can type out the genuine email address for a supplier you communicate with;

    Ensure staff handling payments are trained to recognise suspicious emails;

    Put in place a ‘two person rule’ around signing off transactions and set transfer thresholds;

    Confirm new invoice details with suppliers using a phone number known to you, not the one on a suspicious invoice.

If you are issuing invoices the following tips from Connect Smart may be useful to help prevent your email account being compromised:

    Install adequate firewalls

    Keep your anti-virus software up to date

    Ensure your operating software is up to date

    Use strong or complex passwords (by including a range of upper and lower case letters, numbers and punctuation), particularly for your email and online banking

    Change these passwords regularly

Remember: The bank account name and number cannot be matched or checked when processing payments.  There can be a legitimate bank account name, and an incorrect account number, so it is very important to check the bank account number is correct.

Further information can be found at the websites below:

If you receive an email requesting you to re-register or re-enter sensitive details, delete it immediately and notify the ANZ Internet Banking team on 0800 269 296 (international +64 4 470 3142) or you can Report a hoax or suspicious email online.

More information and resources

Here are some great links for more help, information and resources to keep you and your banking safe:

CERT NZ

CERT NZ provides trusted and authoritative advice to businesses, organisations and individuals who are affected (or may be affected) by cyber security incidents.

ConnectSmart

ConnectSmart is a government initiative to help New Zealanders protect themselves online, including updates on scam alerts and resources for homes, schools and businesses.

NetSafe

NetSafe is an independent, not-for-profit organisation for New Zealand internet users. At their website you’ll find hints and tips on keeping yourself safe, latest scams, and advice for parents, guardians and caregivers, as well as New Zealand businesses.

Safe and secure

ANZ Secure is our commitment to helping protect you when you bank with us. It's an approach based on three pillars as well as working together to help keep you safe by:

  • Protect - protecting you with multiple layers of security.
  • Monitor - monitoring your banking 24/7 for potential threats.
  • Act - acting when needed.

The commitment also involves working together, as there are also things you can do to help keep yourself safe. You can read about some of the ways we help keep your banking secure below. For more about what we do to help protect you, and what you can do to help protect yourself, visit our Banking safely section.

Fraud monitoring

Our sophisticated fraud monitoring systems help identify potentially fraudulent activity so we can take action to help keep you safe.

Customer security

You’re protected by some of the best security and technology to help keep your information safe.

Help and support 

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