How to report
Learn how to report fraudulent transactions, alert us of suspicious activities or dispute a transaction
Need to report fraud, scam or dispute?
It can be difficult to know exactly who to contact when you think you've been involved in a fraud, scam or a transaction dispute with a merchant. To avoid confusion, we've listed details of the best contacts based on common scenarios.
Report suspicious activities
By sharing these types of activities with us, you’re helping our customers and the Australian community stay one step ahead of cyber criminals. You'll receive an automatic response from us but we're unable to respond to you personally.
Email:
hoax@bankofmelbourne.com.au
Forward it to us including any attachments, then delete the email.
SMS 0447 214 629
Forward the message to us but make sure you delete the SMS afterwards.
Scam related bank accounts
Have you come across account number(s) as part of a scam or other suspicious activity? Let us know via email.
Is your transaction a...
Dispute
A disputed transaction is when you recognise the transaction, but may have an issue with the product/service received, e.g., goods or services not as described, defective or not received.
Fraud
A fraudulent transaction is when you have not actively participated in the transaction, e.g., your details were compromised without your knowledge, leading to unauthorised transactions on your accounts.
Scam
A scam transaction is when you participate in the activity, but were misled on the purpose, e.g., sharing a Secure Code for Internet Banking, purchasing an item online that never existed or investing in an opportunity that turned out to be fake.
What to do if...
If you come across any transactions that you don’t recognise, a little investigation can be the simplest way to resolve or determine your next steps.
- If you have an additional card holder, check if they’ve completed the transaction
- Look up additional merchant details including their contact details, website and location information by tapping the transaction in Internet Banking or the Bank of Melbourne App
- If you're familiar with the merchant, please contact them directly to resolve the matter
- If you're unfamiliar with the merchant, a quick Google search could help identify the merchant as many businesses trade under different name(s).
If you were unable to reach an outcome with the merchant or still don’t recognise the transaction, find out how to dispute the charges in Internet Banking or the Bank of Melbourne App.
Get an update on an existing scam case
Need to get in touch with the team on a case you've already reported?
Chat now with Mel
Lost or stolen cards
Lost, stolen or misplaced cards can be locked for 15 days or permanently cancelled.
Security Checklist
If you think you've encountered these frauds or scams, go through the checklists below to see what actions you should take.
Additional support
Bank of Melbourne has partnered with IDCARE, Australia & New Zealand's National Identity & Cyber Support Service, to provide additional support to our customers in these situations.
IDCARE provides free, confidential support and guidance to people who have been targeted by fraud, scams, identity theft or compromise.
They can help create a tailored response plan for your personal situation – not only in relation to financial accounts but also any other personal details, phone or email accounts, utilities, social media accounts etc that may be impacted.
Stay in the know
We recommend you register for Scamwatch scam alerts, an Australian Government initiative service designed to alert you of new online threats as they are identified.
For more information on keeping you, your family and your business safe, as well as reporting scams or other cybersecurity incidents, visit the Australian Cyber Security Centre (ACSC) at cyber.gov.au