Fraudulent transactions Frequently Asked Questions

What do I do if there are fraudulent transactions on my card?

There are many different forms of credit card fraud. Put simply, it's where someone obtains your credit card details and uses them over the phone or on the internet to make purchases in your name.

Always be careful and check your account statements each month to determine if there are charges for purchases you did not make.

Are you viewing transaction details using NAB Internet Banking, NAB Connect and NAB Telephone Banking, and you don’t recognise the transaction because there is no merchant description? We suggest you continue to monitor the account until a description appears. If you are still concerned, please contact us on 13 22 65.

How do I know if I am a victim of fraud?

You may not be aware that your card has been used fraudulently until:

  • You receive your account statement and there are charges for purchases you did not make.
  • Our fraud prevention team advises you about some unusual activity on your card and ask if the charges are yours.

What happens if you have fraudulent transactions on your credit card?

  • We will either contact you or you can contact us immediately on receipt of your NAB account statement.
  • We will stop your credit card (and your additional cardholder's card, where necessary) and issue new ones.
  • We will work with you and send you acknowledgement of your dispute.
  • If you are required to sign a form, or complete a statutory declaration, you need to return it within 14 days of receipt.
  • From time to time we will need to seek documentation (relating to unauthorised transaction/s) from the merchant. This may result in unauthorised transaction/s being refunded to your account at varying times.
  • We will investigate and refund any fraudulent transactions, interest and other related charges to your new credit card account (from time to time the interest and other related charges will be refunded at a date after the refund of the unauthorised transaction/s).

How we protect your credit card

We have systems in place to help minimise credit card fraud. We have a team that monitors your credit card spending, so if they detect unusual spending patterns they will contact you. To assist us in monitoring your account please let us know when and where you are travelling overseas.

How we contact you

Our fraud prevention team operates 24/7 to protect your credit card both home and overseas. For example, when there are transactions on your credit card that differ considerably from your usual purchase transactions, we will contact you, to check if the purchase transactions are yours.

Our fraud prevention team may contact you via SMS or phone to check if the transactions are yours before stopping the card if required.

We stop your credit card to prevent further fraud

We will stop your credit card when you call to report fraud or when potential fraud is identified.

If there is fraud on your credit card, we will stop access (and your additional cardholder’s card, where necessary), to prevent any more spend. In these instances, we will act fast. If we are unable to contact you we may decide to stop access to your card (and your additional cardholder’s card, where necessary), to ensure we protect your account until we can get in contact with you.

Note: if there is fraud on the additional card, where necessary the primary card access will also be stopped.

If you are provided a new credit card account with a new account number and expiry date you will need to advise all service providers of your new card details to ensure that regular payments (such as direct debits) to your service providers continue.

You should receive your replacement credit card within five to seven working days. Your PIN will be sent in a separate envelope a few days after you receive your credit card.

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Call 13 22 65

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Sat-Sun 9am - 6pm (AEST/ADST)