Latest scams

What to do

• Scam text messages: If you receive a text message that you think could be a scam, copy the message and forward it to the Department of Internal Affairs reporting system on 7726 (SPAM).
• Scam emails: Forward suspicious emails to suspicious.email@kiwibank.co.nz then delete it.
• All scam types: Call us on 0800 113 355, or send us a secure message within internet banking or the mobile app.

Impersonation scams: Phone calls

We’re seeing a lot of phone scams targeting customers, claiming to be from Kiwibank. These calls can come from 0800, local, private or overseas numbers and ask you for your banking login details, passwords or authentication codes.We’ll never ask you to:

• say your passwords or one-time codes out loud
• repeat back a one-time code to "block a payment being made"
• download any software or app onto your phone or computer
• transfer your money to a 'safe account' to protect it
• ask you to buy gift cards as a means of protecting your money.

We’ll always verify your identity in other ways to ensure your personal information and accounts are kept safe.

Call verification

If you receive an unexpected call from Kiwibank, you may also get a notification in the mobile app or internet banking confirming the call is genuinely from us. If someone calls you and cannot verify they're a Kiwibank representative, hang up immediately and call us on 0800 113 355 (or +64 4 473 1133 from overseas).

Calls claiming to be from NZ Police

Scammers may pretend to be from NZ Police and claim your bank accounts, cryptocurrency investments or wallets are at risk. They may claim your funds are at risk and ask for account details, passwords, security codes or other personal information.

Phone numbers can be spoofed, so don't rely on the number displayed as proof of who is calling. If you receive a call claiming to be from NZ Police or any other organisation, hang up and contact them directly using official contact details.

Card collection scams

Scammers may contact you pretending to be from a bank and claim your debit, credit or EFTPOS card has been compromised and needs to be replaced urgently.

They may ask you to leave your card and PIN in your mailbox for collection, hand them to a courier, share your online banking details or give them remote access to your device.

Kiwibank will never ask you to:

• leave your card in your mailbox for collection
• share your PIN, passwords or one-time codes
• give us remote access to your phone, tablet or computer.

If you receive a call like this, hang up and contact us directly on 0800 113 355. If you've already shared information or handed over your card, call us immediately.

Investment scams: Deepfake celebrity, political endorsements & fake financial advisors

These scams use fake news stories, celebrity endorsement advertisements, and may also impersonate financial advisors or use technology to digitally alter themselves to look like someone else. They are spread through social media, websites and advertisements, to promote online investment schemes. This includes a recent scam impersonating Chief Executive Steve Jurkovich.The names of investment schemes and websites used to promote the scam change frequently. People who invest through these websites are unable to withdraw funds, with scammers requesting additional fees. They may also use aggressive sales techniques to convince people to invest.Investment scams can be hard to spot but common red flags include:

• claims of guaranteed returns or interest rates that seem too good to be true
• claims of investments with no risk – all investments come with risk
• lack of clear contact details
• request forms asking for personal and investment details
• someone contacting you out of the blue – selling investments by cold call is illegal.

For more information about deepfake video and fake celebrity investment scams, visit the Financial Markets Authority website.

Card fraud: Stolen card details in mobile wallets (Apple Pay & Google Pay™)

Scammers are using illegally obtained card details to set up cards in mobile wallets. By doing this, they can access funds and hope to avoid detection. If you receive a notification about a new debit or credit card being added to your mobile wallet that you didn’t initiate, contact us immediately. To protect yourself, check your personal details are current so we can send you a text message when a debit or credit card is added to your mobile wallet.