Credit card & debit card fraud

Card fraud is when someone obtains your card data for fraudulent use. Here are the most common ways criminals get their hands on your card, and how you can protect yourself.

How you can protect yourself

There are a number of ways to make sure your ATM/EFTPOS debit and credit cards stay as secure as possible.

Card management

  • Keep your contact details up-to-date so we can let you know if we notice anything suspicious.
  • 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.
  • If you have any doubts about the security of an ATM, retailer or website – don’t use it!
  • Read the terms and conditions of any website before making an online purchase and look for hidden charges.
  • Never give your card details to someone over the phone unless you initiated the call and you know the company is reputable.

  • Check your statements for any transactions that you don’t recognise.
  • If you've misplaced or lost your credit card, you can put a temporary block on your card using the mobile app or via internet banking. The block can be removed at any time within the app or internet banking.
  • If your EFTPOS, Visa Debit or credit card has been lost, stolen or someone has discovered your PIN, please call us and we’ll cancel your card immediately. You can also cancel it and order a replacement card using the mobile app. EFTPOS and Visa Debit Cards can also be cancelled via internet banking.

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).
  • You can use our mobile app or internet banking to change your PIN if you think someone knows your current PIN.

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. You can notify us using the mobile app – go to 'More', click 'Settings', then click 'Overseas Travel'. Via internet banking - go to 'Settings' then select 'Overseas Travel Notice'.
  • 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.

How we protect you

We have a dedicated fraud prevention team that monitors activity on all cards - ATM/EFTPOS, debit and credit cards – 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.

Helpful resources

What to do if you've been scammed

Anyone can fall victim to online scams. If you suspect that you've been scammed, get in touch with us as soon as possible.

Block your card

If you notice any suspicious transactions, you can put a temporary block on your card via the mobile app or internet banking.

Report suspicious activity

Forward unusual emails, that look like they might be from us, to suspicious.email@kiwibank.co.nz. Forward unusual texts to 7726.