Types of card fraud


Skimming is when an electronic device is used to record your EFTPOS, Visa Debit or credit card information when your card is swiped through it. Skimming devices can be placed anywhere you swipe your card, including ATMs and EFTPOS machines. It may be attached to the slot you swipe through or may be kept nearby to be used by the fraudster when you hand your card over to be processed.

The fraudster will also try to capture your PIN, usually by standing nearby and watching you enter it, or by using a hidden camera.

The recorded information is used to create a duplicate card with your bank details, giving the fraudster access to your accounts.

Phantom callers

Criminals have been known to steal EFTPOS or credit cards and then phone the card owner pretending to be from your bank or the police to try to get the PIN. These types of scams are often targeted at the elderly.

Remember your bank will NEVER ask for your PIN and you should never give your PIN to anyone for any reason.

Ways we're protecting you

All Kiwibank customers' cards are protected by a world class tool used by our dedicated fraud prevention team. We monitor activity on all cards – ATM/EFTPOS, Visa Debit and Mastercards – 24 hours of every day so you can relax and transact with confidence.

If we notice any unusual spending on your card, we'll try to contact you to make sure it's you spending your money. If we can't get in touch with you and we believe there's a high chance of fraud, we may temporarily block your card to stop any more transactions until we can speak to you.

Ways you can protect yourself

There are a number of steps you can take to help make sure your credit cards, Visa Debit Cards or ATM/EFTPOS cards stay as secure as possible.

Top tips:

  • Memorise your PIN.
  • Don’t let your card out of your sight.
  • Let us know straight away if you think your card’s been lost or stolen.
  • If in doubt, don’t use the ATM or retailer.
  • Remember that we'll never ask you to confirm your card expiry date or PIN.
General card safety
  • Keep your contact details up to date so we can let you know if we notice anything suspicious on your card.
  • Don’t let your card out of your sight – if a retailer needs to swipe your card, make sure they give it back to you straight away.
  • Notify Kiwibank immediately if you’ve lost your card, think it may have been stolen or think someone may have discovered your PIN.
  • Always remember to take your card back after using it.
  • Read the terms and conditions of any website before making a purchase and look for hidden charges.
  • Check your statements for any transactions that you don’t recognise.
  • Where possible, swipe your card through EFTPOS terminals yourself.
  • Never give your card details to someone over the phone unless you initiated the call and you know the company is reputable.
  • If you have any doubts about the security of an ATM or retailer (especially on the internet) – don’t use it!
When you're travelling overseas
  • Let us know if you're going overseas, where you'll be travelling, how long for and how we can contact you while you're away.
  • Try to only use ATMs that are attached to banks.
  • If you can, never let your card out of your sight. When in overseas restaurants, staff will often take your card away for payment. Consider going with them to sign and complete the payment or pay with cash instead.
PIN safety
  • Memorise your PIN number – don’t write it down anywhere and don’t disclose it to anyone.
  • Take extra care when keying in your PIN to make sure no one else can see it.
  • Use different PINs for different cards.
  • Don't tell anyone your PIN, or give your card to anyone (including family members, the police or bank staff).