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LOST OR STOLEN CARD?

Simply call: 1300 132 639 from Australia or +612 9271 8664 from overseas.

SAFE AND SECURE: FREQUENTLY ASKED QUESTIONS

Credit card fraud happens when someone obtains your credit card account number, and then uses it to make fraudulent purchases.
For example:
  • Your Card could be taken from you or stolen before it reaches you
  • A cashier might swipe your credit card in a small handheld device known as a skimmer, which copies the information on your card, in order to make a counterfeit copy of your card. This method is called skimming
  • A thief may obtain your details from discarded personal information or by attempting to obtain personal details from companies or organisations. This method is called identity theft
  • A fraudster may gain access to your account details by encouraging you to respond to phishing scams. What is phishing?
Unfamiliar transactions on your statement happen for a number of reasons, and they are often not a result of fraud.  Firstly‚ you should confirm your query by going through our checklist of common reasons for unexpected charges – often, your query can be resolved right here. If none of these seem to be reasons for yours, please contact us. We're here to help you.
Call us immediately on your usual customer service number and let us know which transactions on your account you suspect are fraudulent.
Where our fraud detection systems identify suspicious activity, we will try to contact you to verify whether the spending is legitimate.

While we aim to provide uninterrupted service, occasionally - to protect your Account against fraudulent changes, we may suspend the approval of charges until we can verify these with you.
Using your Card online is safe and convenient as long as you follow one simple rule. When shopping online, only use "secure" web pages when you enter your Card details. A web page is secure if there is a locked padlock in the lower right-hand corner of your browser or if the address starts with 'https', where the 's' stands for secure.
Wherever possible, you should avoid letting your Card out of your sight.
Wherever you are in the world, if you have taken reasonable care, you won’t be held responsible for any fraudulent charges, so you can shop with confidence.
You should contact us immediately.
Identity theft is a type of fraud in which someone uses your name and personal information to open new accounts or take over your existing accounts, and then make fraudulent purchases. Identity theft can result in damage to your credit rating and you may have difficulty getting loans, Credit Cards or mortgages until the matter is sorted.
You should check your Credit Card and bank statements against your invoices for items you have no knowledge of. If you find transactions or charges you do not recognise, you may be a victim of ID theft and you should contact the organisations immediately. You may also contact the appropriate credit reference association for a copy of your credit file. The two main credit reporting agencies in Australia are:
  • Veda Advantage(for residents of mainland Australia), visit mycreditfile.com.au
  • Tasmanian Collection Service (for Tasmanian residents)
  • Contact the appropriate credit reference association for a copy of your credit file. The two main credit reporting agencies in Australia are:
  • Veda Advantage(for residents of mainland Australia), visit mycreditfile.com.au
  • Tasmanian Collection Service (for Tasmanian residents)
  • Report the matter to the financial institution(s) concerned. They will then be responsible for undertaking further investigation. The institution may instruct you to file a police report. If applications for credit have been made in your name you can ask to have any incorrect information amended on the records held about you by the credit reference agencies.

    The two main credit reporting agencies in Australia are:
  • Veda Advantage(for residents of mainland Australia), visit mycreditfile.com.au
  • Tasmanian Collection Service (for Tasmanian residents)
  • To 'phish' for sensitive financial information - fraudsters send fake emails, create fake websites and make phone calls, pretending to be from a bank or credit card company. All are designed to deceive consumers into divulging personal, financial, or account information.
    The nature of phishing scams is constantly evolving. Currently, online/email phishing is best described by the following characteristics:
    • Emails using company logos and familiar language reporting a problem and asking you to update your account information urgently by return email or by filling out a website form.
    • Emails with attachments asking you to install software which actually allows fraudsters to record your computer key strokes (called Keystroke Logging) and online activity.
    • Emails that contain typographical or grammatical errors.
    • Windows that pop up over a legitimate company's website asking you to enter personal information.
    American Express will never ask for sensitive account details by email. Always consider whether the company would be likely to ask you for the kind of information being requested. If you are at all in doubt about the authenticity of the communication, contact us through familiar communication channels (e.g., the phone number provided on your statement or your Card) or contact us.
    If you receive an email relating to American Express that you believe could be fraudulent, immediately forward it to auemailfraud@americanexpress.com. Please do not include your account number in the email. If you feel your American Express account information has been compromised, please contact American Express immediately by calling the number on the back of your Card.