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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.

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.

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.

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're seeing an increase in phone scammers contacting ANZ customers and claiming to be from ANZ and the Chinese Police. 

Fraudsters are defrauding customers of their money using one of three types of call:

  • The fraudster advises funds have been taken out of the customer’s account and the only way to cancel the transaction is to press 1.
  • A recorded message states there has been fraudulent activity on the customer’s accounts and credit cards, and the customer must press 1 to reverse the transaction.  By pressing 1, the customer is then transferred to a fraudster who requests personal and banking details.
  • A recorded message in Chinese demands payment, advises of an account issue such as an account opened in the customer’s name to launder money, or states that there is a courier package for the recipient that requires collection.

If you receive a call like this hang up immediately.  If you think you have been the victim of this type of scam or you think you may have unwisely disclosed personal or financial information please call us immediately on 0800 269 296 (international +64 4 470 3142).

Remember:

  • Never disclose your banking passwords, PINs, security codes 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.

Please be aware that customers are being targeted with phishing text messages advising them that we have noticed some suspicious activity on their ANZ Internet Banking and they need to click on a link to complete verification steps. 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:

We are aware that New Zealanders are being targeted by phone scammers posing as telcos, banks or police and asking people to enable remote access to their mobile phones and computers so scammers can hack into their banking.

If you receive a call like this hang up immediately. 

Remember:

  • Never disclose your banking passwords, PINs, security codes or personal financial information to anyone even if they say they are from the bank or the Police
  • Don't install software or apps 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 think you have been the victim of this type of scam and have inadvertently downloaded software  or apps onto your computer or mobile device, please call us immediately on 0800 269 296 (international +64 4 470 3142).

We are aware that customers are being targeted with a phishing email advising that during our regular scheduled account maintenance and verification procedures, a slight error has been detected. The customer is advised to confirm and verify their account information and 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.

Here is an example of the phishing email that customers are receiving:

Never click on links or attachments in emails or on websites that you do not know. If you are unsure of a link, hover your mouse over it to see where the link will take you. On a mobile device, you can press and hold to see where the link will take you.

We're aware some customers are receiving phone calls from scammers where ANZ's general enquiries number (0800 269 296) is appearing in the caller display. When customers answer the call, there is an automated message spoken in Chinese advising the customer their bank account has been locked and that needs to be closed for unexpected reasons.

This is a scam. Please hang up immediately.; do not follow the instructions of the caller. Please share this message with your family and friends. 

If you have any concerns please call us on 0800 838 123 to speak to our bi-lingual staff.

The financial services industry has seen an increase in scams over the past couple of years and ANZ encourages customers to remain vigilant.

Remember:

  • If you receive a call from someone asking you to transfer money to someone you don't know, do not do it. 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.
  • Never disclose your banking passwords, PINs, security codes or personal financial information to anyone even if they say they are from the bank or the NZ Police.
  • If you have any concerns with your banking or see anything out of the ordinary please contact us.
  • Never install software on your devices that you are not familiar with.

中文自动语音讯息手机诈骗2019年6月更新消息

据了解目前有些客户接到诈骗电话,其来电显示出现ANZ的客服中心号码(0800 269 296)。 当客户接听电话后,会播放一段中文的自动语音服务,告知客户他们的银行帐户已被锁定,并且出于某种意外原因需要关闭。

这是一个骗局。请立即挂断; 不要配合来电者的指示。如果您有任何疑虑,请致电*0800 838 123*与我们的中文热线工作人员联系。

过去几年,金融服务业的骗局有所增加,ANZ银行提醒客户保持警惕。请与您的家人和朋友分享此信息。

谨记

  •  如果您接到陌生人的电话,要求您将钱转移给您不认识的人,请不要这样做。结束通话并拨打本地的 0800 838 123(国际号码*+64 4 382 4160*)通知ANZ,或者您可以在线报告诈骗或可疑电子邮件。
  • *切勿*向任何人透露您的银行密码,个人识别码,安全码或个人财务信息,即使他们说他们来自银行或新西兰警方。
  • 如果您对您的银行业务有任何疑虑或看到非正常的信息,请*与我们联系*。
  • *切勿*在您的设备上安装不熟悉的软件。

We've become aware that some customers are receiving automated phone messages from scammers pretending to be the Chinese Police, demanding payment to Hong Kong for unpaid taxes, or to investigate accounts opened in the customer's name to launder money. There may be other scenario's used. 

The scammers are advising customers to set up International Money Transfers to the Hong Kong Independent Commission against corruption to assist with the investigation. 

If you receive an unsolicited call of this nature, please hang up; do not follow the instructions of the caller. Please share this message with your family and friends. 

Remember:

  • If you receive a call from someone asking you to transfer money to someone you don't know, do not do it. 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.
  • Never disclose your banking passwords, PINs, security codes 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.

We’re seeing an increase in phone scammers contacting ANZ customers and claiming to be from well-known companies including ANZ, or pretending to be a potential buyer for goods that a customer has advertised for sale online. Scammers are defrauding customers of their money using one of two methods:

  • Requesting the customer provides remote access to their computer, enabling the scammer to fraudulently obtain Internet Banking log in details and then later steal funds
  • Requesting personal information from the customer, allowing the scammer to steal their identity. 

If you receive a call like this hang up immediately. 

Remember:

  • Never disclose your banking passwords, PINs, security codes 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 think you have been the victim of this type of scam or you have inadvertently downloaded software onto your computer, please call us immediately on 0800 269 296 (international +64 4 470 3142).

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

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:

  • 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.

  • Customer security. You’re protected by some of the best security and technology to help keep your information safe.
  • Fraud monitoring. Our sophisticated fraud monitoring systems help identify potentially fraudulent activity so we can take action to help keep you safe.

For more information

Help and support 

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