Steps you can take immediately if you think your account is at risk
Here are some common scenarios and steps you can take before contacting us.
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If you haven’t clicked any links or shared any information, hang up immediately or delete the message. You can also send it to phish@nab.com.au or SMS it to 0476 220 003 (047 NAB 0003). There’s no need to call us.
View some recent examples of suspicious SMS messages.
If we detect suspicious activity, we may send an automated SMS to confirm the transaction with you. This SMS will come from either +61 438 357 801 or +61 447 153 051.
If you receive this SMS from us, please respond with either:
- ‘1’ if you authorised the transaction and we’ll automatically remove the block on your card
- ‘0’ if you didn’t authorise the transaction, we’ll then send a follow up SMS and one of our fraud specialists will call you shortly after.
If the original transaction was declined, you can try again after responding to the SMS.
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You should change it immediately – follow these simple steps to update your password online.
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If there’s no unauthorised transactions simply follow our handy guide to block your card online.
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If you don’t recognise the business name you can search the internet for the company name or ABN. Some businesses use different company names when billing customers to their physical or online stores. If you still don’t recognise the business name, give us a call.
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If you recognise the company name, but something has gone wrong (i.e you haven’t received the item you ordered, or the wrong item has been delivered) please submit a transaction dispute online.
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If you’ve given someone access to your computer, tablet or phone or you’ve downloaded something suspicious after clicking on a link or attachment - disconnect it from the internet and seek assistance from an IT professional or IDCARE, opens in new window.
If you still need help, call us
It’s important that you contact us immediately if:
- you’ve sent money or authorised a payment due to a scam
- you’ve provided your identity information and/or banking details to someone who you believe is a scammer
- you’ve found transactions you haven’t authorised.
Personal bank customers
Within Australia: 13 22 65
From overseas: +61 3 8641 9083
To get you to the right team faster, please follow these steps:
- Press ‘3’ on the main menu.
- Select the menu option most appropriate for your situation.
Business bank customers
Within Australia: 13 10 12
From overseas: +61 3 8641 9083
To get you to the right team faster, say ‘Fraud’ when prompted.
What to expect when reporting a fraud or a scam
You report the fraud
Calling the NAB Fraud team is the first step. A Fraud specialist will ask you to confirm the details and circumstances of your report. This helps us understand the situation and take the most appropriate actions, including potentially blocking any accounts to stop criminal access.
We’ll investigate
Once we have all the details, our investigation team will get to work. Investigation times can vary, but typically card fraud cases are completed in 4-6 weeks while digital fraud and scam cases may take up to 6-8 weeks.
We’ll be in touch throughout the process
You may receive an SMS from NAB asking you to call us. Otherwise, we may send you an SMS or letter to let you know the latest progress of your case.
If you haven’t heard from us, it means we’re still working on your case. We’ll get in touch once we have an update for you.
You’ll receive an outcome
Once our investigation is complete, we’ll contact you to let you know the outcome by SMS and a letter in the mail.
Tips How to recognise fraud and scams
From suspicious emails and SMS to unexpected phone calls, we can help you learn how to spot a scam. If you're ever unsure if a call, SMS or email is really from NAB, here are some simple tips to keep in mind:
- We’ll never send links via email or SMS to direct you to log into your NAB Internet Banking.
- We also won’t ask you to confirm, update or disclose personal or banking details via a link in an email or an SMS.
- We certainly won’t ask you to transfer your money to another account to keep it safe – it's safe where it is.
Security hub
To help protect yourself or your business from cyber threats, fraud and scams we’ve created a resource hub with helpful articles, training, guides and toolkits.
Other helpful resources
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The Australian Cyber Security Centre (ACSC), opens in new window brings cyber security capabilities from across the Australian Government together in a single location. It’s the hub for private and public sector collaboration and information sharing to combat cyber security threats. ACSC provides topical, relevant and timely information on how home internet users and small businesses can protect themselves from, and reduce the risk of, cyber security threats such as software vulnerabilities, online scams, malicious activities and risky online behaviours.
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ReportCyber, opens in new window is a secure reporting and referral service for cybercrime and online incidents which may be in breach of Australian law. The ReportCyber website provides a cybercrime reporting mechanism as well as helpful information about cybercrime.
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Run by the Australian Competition and Consumer Commission (ACCC), opens in new window. It provides information to consumers and small businesses about how to recognise, avoid and report scams.
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If you’ve been a victim of identity theft, IDCARE, opens in new window can help. This dedicated, not-for-profit organisation provides specialised support and guidance for protecting your identity from further theft or misuse. The service is free of charge, and tailored to your individual situation.
Phone: 1800 595 160
Important information
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