Fraud warnings for all NAB customers

Received a suspicious email or text message? Report it to phish@nab.com.au

Please forward suspicious text messages to 0476 220 003 (047 NAB 0003) and then delete (see the following page for detailed instructions).

Please note that as of 08/07/19, hoax@nab.com.au has been renamed to phish@nab.com.au. Please report spam, suspicious messages and calls to phish@nab.com.au from now on.

Please be aware you will not receive a personal response from phish@nab.com.au or 047 NAB 0003.

If you have received a suspicious email or text message and have responded to it, please call 13 22 65 or contact your local branch immediately.

To help you stay safe online, check out NAB’s Cyber Safety Hub with practical Cyber safety tips for you and Cyber safety tips for your business.

To help keep your computer safe we offer our customers free anti-virus software.

NAB is a proud supporter of Stay Smart Online. Learn how to stay safe online by visiting the Stay Smart Online website.

Learn how to spot a suspicious message

Transcript

July 2019: NAB-branded SMS phishing

NAB is aware of current SMS phishing campaigns targeting customers.

The messages state that your account may be suspended and directs you to click on a link to verify your account. Please see three examples below.

The message directs you to a fake NAB website asking for personal and banking details. In some cases, the website may also ask for email account credentials.

Do not click on the link.

NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.

When sending phishing text messages, criminals sometimes set the sender name as “NAB”, meaning that fraudulent text messages can appear in the same conversation as legitimate messages from NAB. This is not a sign that NAB systems have been breached in any way– it simply means a criminal is impersonating our brand.

If you have received this type of text message, please forward it to 0476 220 003 (047 NAB 0003) or take a screenshot and email it to phish@nab.com.au and then delete it.

If you have received this type of email or text message, and have clicked on the link or entered your details please contact your local branch or call 13 22 65 immediately.

July 2019: NAB-branded phishing email

NAB is aware of a current phishing email campaign targeting customers. Please see an example below.

The email claims to be a message from NAB requesting you to setup security questions to continue using NAB services. This leads to a fake NAB website asking for personal information and banking credentials.

Do not click on the link.

NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.

If you receive this type of email or text message, please forward it to phish@nab.com.au and then delete it.

If you have received this type of email or text message and have clicked on the link or entered your details, please contact your local branch or call 13 22 65 immediately.

July 2019: Emails containing malicious software

NAB is aware of emails circulating which contain malicious software. The emails may purport to be an invoice requesting payment. Please see two examples below.

If you receive an email of this kind and click on the links or attachments, the malicious software may infect your computer and allow unauthorised access to your accounts. When making a funds transfer, the malicious software may manipulate the recipient bank account details.

Before authorising any payments, carefully check the account details listed match the account you intended to pay. If the bank account details listed are different, do not proceed.

If you have clicked on links or attachments in a suspicious email or SMS, or notice anything unusual on your Internet Banking or NAB Connect account:

Do not proceed with any transactions
Call NAB on 13 22 65 (for Internet Banking) or 1300 888 413 (NAB Connect) and advise your computer may be infected with malicious software.
NAB will assist you to remove the malicious software from your computer, and confirm your recent payments to ensure they are valid.

To help protect your computer against malicious software, keep software on your computer up to date, including the latest anti-virus and security updates. Take advantage of NAB’s’ anti-virus offers for customers: ‘Anti-virus offer for customers’.

Learn more about adding extra security to your account by using a security token, dual authorisation and segregation of duties: ‘Security for NAB Connect Customers’.

Please report suspicious messages to phish@nab.com.au. You can see the latest phishing messages, along with practical security advice, at nab.com.au/security.

June 2019: NAB-branded SMS phishing

NAB is aware of current SMS phishing campaigns targeting customers.

The messages state that your account may be suspended and directs you to click on a link to verify your account. Please see three examples below.

The message directs you to a fake NAB website asking for personal details.

Do not click on the link.

NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.

If you have received this type of text message, please forward it to 0476 220 003 (047 NAB 0003) or take a screenshot and email it to phish@nab.com.au and then delete it.

If you have received this type of email or text message, and have clicked on the link or entered your details please contact your local branch or call 13 22 65 immediately.

June 2019: NAB-branded phishing emails

NAB is aware of a current phishing email campaign targeting customers. Please see two examples below.

The emails claim to be messages from NAB requesting you to review your account due to suspicious account activity or that an Osko deposit has been paid into your account. This will lead to fake NAB-branded websites asking for personal information and banking credentials.

Do not click on the link.

NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.

If you receive this type of email or text message, please forward it to phish@nab.com.au and then delete it.

If you have received this type of email or text message and have clicked on the link or entered your details, please contact your local branch or call 13 22 65 immediately.

June 2019: Text messages containing malicious software

NAB is aware of text messages circulating which contain malicious software. The messages may appear to be a request to share photos. Please see an example below.

If you receive a message of this kind and click on the link, the malicious software may infect your device and allow unauthorised access to your accounts.

If you have clicked on links or attachments in a suspicious email or SMS, or notice anything unusual on your Internet Banking, including the above:

Do not enter your NAB ID or password, or proceed with any transactions. Immediately close your web browser.
Call NAB on 13 22 65 to advise your computer is infected with malicious software
NAB will assist you to remove the malicious software from your device, and confirm your recent payments to ensure they are valid.

If you receive a suspicious message, do not click on any links or attachments. Please forward it to phish@nab.com.au and then delete it.

May 2019: NAB-branded phishing email

NAB is aware of a current phishing email campaign targeting customers. Please see an example below.

The email claims to be a message from NAB requesting you to verify your details due to suspicious account activity. This leads to a fake NAB website asking for personal information and banking credentials.

Do not click on the link.

NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.

If you receive this type of email or text message, please forward it to phish@nab.com.au and then delete it.

If you have received this type of email or text message and have clicked on the link or entered your details, please contact your local branch or call 13 22 65 immediately.

May 2019: Invoice scams

NAB is aware of invoice scam attempts targeting Australian businesses.

An invoice scam is when a business receives an emailed invoice from a supplier whose email account has been compromised by a criminal. The criminal will alter the payment details on the invoice to a fraudulent or mule account. As the invoice looks legitimate, the business doesn’t question the payment details, and sends the payment to the fraudulent account.

Another variation of an invoice scam is when a business receives a request advising a supplier’s or employee’s payment details have changed, and to make payments to a new account.

Before processing invoices, check the payment details against the last invoice. If they have changed, or you receive a request to update payment details:

Do not proceed with the transaction(s), and
Call the supplier/sender to confirm the legitimacy of the request, using a known contact or publicly listed number. Do not call the number on the new invoice/email.

If you have received an email of this type and actioned the request, please contact NAB on 13 22 65 and ask for the Anti-Scam Investigations Team.

Whilst the bank will make every effort to recall funds, recovery is not guaranteed.

Speak to your banker about adding extra security to your account by using a security token, dual authorisation and segregation of duties: ‘Security for NAB Connect Customers’.

To learn more about protecting your business from invoice scams, read this article and visit nab.com.au/security.

May 2019: Scam calls

NAB is aware of current scam phone calls targeting Australians.

The caller may pretend to be from organisations like Telstra, NBN, Microsoft, and the police, and request remote access to your computer and bank accounts.

Never give an unsolicited caller remote access to your computer or online bank accounts.

Ensure you read any SMS codes sent to you in full. If it states “Your NAB secret code is xxxxx. Do not provide this to anyone, even NAB”, do not disclose this code to anyone.

If you ever have concerns as to the legitimacy of a call, hang up and call the company back on a publicly available number (e.g. NAB’s number is available on the back of your card).

If you have provided information on this type of call, please contact your local branch or 13 22 65 immediately.

May 2019: Mobile phone porting attempts

NAB is aware of mobile phone porting attempts targeting Australians.

What is mobile phone porting?
Mobile phone porting describes when your mobile phone number is ported (transferred) to a new telecommunications provider without your permission. This may enable criminals to receive SMS authentication codes sent by your bank, in order to authorise online banking transfers without your knowledge.

How does it occur?
In some cases, all that is required to port a phone number is an account or phone number, and date of birth. These details are often included on phishing sites that appear to represent legitimate companies requesting personal and financial information. Another common way of accessing this information is by stealing mail out of letter boxes or rubbish bins.

What to look for
If your mobile phone service is suddenly disconnected, it may show ‘SOS only' where the carrier name usually appears on the screen. This could be a warning sign that your mobile phone has been transferred to another provider without your authorisation.

If your service does not return in a short period, contact your mobile provider immediately to confirm why your mobile service is not working.

If your mobile has been transferred to another provider without your permission, please contact us on 1300 651 656.

How to protect yourself

Be on the lookout for suspicious emails, text messages and calls requesting personal and banking information. NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.
Report suspicious messages to phish@nab.com.au and then delete them, without clicking on the links or attachments.
Access NAB’s website by typing nab.com.au into your browser, rather than clicking on links or attachments.
Turn on two-factor authentication for your NAB accounts, and ask your mobile provider if you can do the same for your mobile phone account. This means another piece of information (such as a password, or code sent to you via SMS) is required before certain actions can be taken.
Ensure you have a locked padlock on your letterbox, and shred any documents such as bank statements before disposing of them.
Stay up to date with the latest security alerts and learn how to stay safe online at nab.com.au/security.

April 2019: Emails containing malicious software

NAB is aware of emails circulating which contain malicious software. The emails may purport to be an invoice requesting payment. Please see two examples below.

Before authorising any payments, carefully check the account details listed match the account you intended to pay. If the bank account details listed are different, do not proceed.

If you have clicked on links or attachments in a suspicious email or SMS, or notice anything unusual on your Internet Banking including the above:

Do not enter your NAB ID or password, or proceed with any transactions. Immediately close your web browser.
Call NAB on 13 22 65 to advise your computer is infected with malicious software
NAB will assist you to remove the malicious software from your computer, and confirm your recent payments to ensure they are valid.

If you receive a suspicious message, do not click on any links or attachments. Please forward it to phish@nab.com.au and then delete it.

March 2019: NAB-branded phishing site

NAB is aware of a current phishing campaign targeting customers. Please see an example below.

If you use certain search engines to search for the NAB website, the fraudulent NAB-branded site may appear as an advertised search result. If you click on these advertised search results, it leads to a fake NAB website asking for personal details.

Do not click on the link.
Always access NAB's website by typing nab.com.au straight into your browser, rather than through a search engine.

If you have clicked on the link or entered your details please contact your local branch or call 13 22 65 immediately.

March 2019: Emails containing malicious software

NAB is aware of emails circulating which contain malicious software. The emails appear to be a letter from ASIC. Please see an example below.

If you receive an email of this kind and click on the links or attachments, the malicious software may infect your computer and allow unauthorised access to your accounts.

If you have clicked on links or attachments in a suspicious email, or notice anything unusual on your NAB Connect account:

· Do not proceed with any transactions

· Immediately contact the NAB Connect Client Centre on 1300 888 413 (option 1) and advise your computer is infected with malicious software.

· NAB will assist you to remove the malicious software from your computer and will confirm your recent payments to ensure they are valid.

Learn more about adding extra security to your account by using a security token, dual authorisation and segregation of duties: ‘Security for NAB Connect Customers’.

Please report suspicious messages to phish@nab.com.au. You can see the latest phishing messages, along with practical security advice, at nab.com.au/security.

March 2019: Money Mule Scams

NAB is aware that scammers are attempting to trick individuals and business customers into accepting and on-forwarding fraudulent funds by criminals who are posing as genuine customers. For example, the scammer may send fraudulent funds to someone who is told it is a legitimate payment or received by mistake; the customer is asked by the scammer to on-send those funds to another account. Customers who accept and onforward these payments are acting as money mules and may be facilitating money laundering, which is a criminal offence.

Only accept payments for your products or services: NAB recommends to never accept payments that need to be forwarded to a third party. Businesses should only accept payments for services or products you supply, and are expecting to receive.

Know your customers: Have a process in place to be able to identify your customers and fully understand the nature of the transactions they are looking to participate in.

Only obtain finance from legitimate sources: It may be tempting to look for lenders with low rates or easy application processes, but make sure that any finance agreements are with accredited financial institutions.

Stop and Think: If something doesn’t seem right about a customer’s request, do some research and ask questions until you are satisfied that the transactions is genuine. You can reserve the right not to proceed with a customer’s request.

More information on business’ obligations can be found here: http://www.austrac.gov.au/businesses

February 2019 - Door to door sales scams

NAB is aware that door-to-door sales people are currently targeting vulnerable people in the community.

The salesperson may be looking to sell legitimate or fake goods or services, including ‘urgent’ building repairs. If there are actual goods exchanged, they are often of poor quality, or come with no guarantee or consumer protection.

If you are approached by an unsolicited door-to-door sales person:

Always ask for company ID
Don’t feel pressured to invite them in
Don’t feel pressured into paying for a service or signing a contract. Take your time to research your options to make sure it’s a legitimate offer
Read and understand the terms and conditions being offered
Ask questions and make sure you are satisfied with the answers
Remember you do not have to agree to or sign anything on the spot
If someone becomes aggressive or overly persistent, ask them to leave your property
Use extreme caution when paying in cash and make sure you get a signed receipt for any transactions. Paying by credit card or bank transfer is the best option as it is traceable.

For more information on your rights regarding door-to-door sales, visit the Australian Competition and Consumer Commission website. You can also print off a ‘Do not knock’ sign so most salespeople will know not to visit your property.

If you have paid a door-to-door sales person and have concerns, please contact your local branch or call 13 22 65 immediately.

January 2019: Scam phone calls targeting NAB customers

NAB is aware of current scam phone calls targeting customers. The caller pretends to be from NAB's “Fraud” or “Security Department” enquiring about a fraudulent payment transfer from your account.

NAB will never ask you for your account passwords or full credit card details over the phone.

Ensure you read any SMS codes sent to you in full. If it states “Your NAB secret code is xxxxx. Do not provide this to anyone, even NAB”, do not disclose this code to anyone.

If you ever have concerns as to the legitimacy of a call, hang up and call the company back on a publicly available number (e.g. NAB’s number is available on the back of your card).

If you have provided information on this type of call, please contact your local branch or 13 22 65 immediately.

For more information on scam calls, read our article 'How to spot scam phone calls'.

January 2019: NAB-branded phishing email

NAB is aware of a current phishing email targeting customers. Please see an example below.

The email purports to be from NAB requesting you to verify your identity and your online banking details. It directs you to click on a link to confirm your details, which leads to a fake NAB website asking for personal information and banking credentials.

Do not click on the link.

NAB will never ask you to confirm, update or disclose personal or banking information via a link in an email or text message.

If you receive this type of email or text message, please forward it to phish@nab.com.au and then delete it.

If you have received this type of email or text message and have clicked on the link or entered your details, please contact your local branch or call 13 22 65 immediately.

July 2018: Australian Government-themed phishing emails

NAB is aware of phishing emails purporting to come from Australian Government agencies, including the Australian Tax Office and Medicare. Please see two examples below.

The emails may state that you have a tax refund available, or ask you to verify your details in order to receive Medicare rebates. The links in the emails lead to fake websites requesting personal and banking information.

Do not click on the links.

If you receive an email or text message of this type, please forward it to phish@nab.com.au and then delete it.

If you have received an email or text message of this type and have clicked on the links or entered your details, please contact NAB on 13 22 65 and the relevant authority immediately.

February 2018: Email scam targeting Australian home buyers and real estate agents

Consumer Affairs Victoria has issued an alert regarding a scam targeting Australian home buyers and real estate agents.

The scam appears to be targeting the email accounts of estate agents, which are being used to send emails with instructions for home buyers to deposit their money into the wrong bank account.

Victims of the scam have reported receiving an email from their real estate agent with account details for the payment of their new home deposit. Shortly afterwards, they received a second email from the same address, advising them of an error in the first email, and instructing them to deposit the money into a different bank account.

Customers should carefully check emails purporting to be from their real estate or settlement agent requesting funds be sent to a bank account.

Consumer Affairs Victoria recommends any funds transfer email requests are confirmed in person or by phone using the real estate agent’s known number.

If you believe you have mistakenly paid money into the wrong account, please contact your local branch or call 13 22 65 immediately.

February 2018: Premium phone scams

The Australian Competition and Consumer Commission (ACCC) has issued a warning regarding scam phone calls targeting Australian mobile numbers.

They warn that overseas scammers are calling Australian mobile numbers at random, and immediately hanging up. The intent is for the recipient to call them back; this call back is charged at premium rates.

In another variation, recipients receive an email or text message which directs them to call a premium number (e.g. 1900 xxx xxx) to claim a gift voucher. Callers are purposely held on the line which increases charges to their phone account.

The ACCC advises not to respond to text messages or missed calls that come from numbers you don’t recognise, especially from overseas destinations. If you receive an unexpected missed call from an unknown overseas number, do not return the call.

If you have been impacted by either of these scams, contact your mobile phone service provider.

What are phishing/hoax emails?

Fraudulent emails that appear to be from us or other legitimate businesses may attempt to trick you into providing personal information such as your mobile phone number, NAB ID, Internet or Telephone Banking password, credit card details, etc. NAB will never send you an email asking for your password or send you a link to login to Internet Banking.

Don't respond to any email requests for this information and don’t click on any links within these emails, even if they appear to have come from us. We'll never ask you to disclose your details in this way.

For more information on phishing messages, read 'Spam and Phishing messages'.

What is SMS phishing?

Fraudulent SMS messages that appear to be from us or other legitimate businesses may attempt to trick you into providing personal information such as your mobile phone number, NAB ID, Internet or Telephone Banking password, credit card details, etc. NAB will never send you an SMS asking for your password or send you a link to login to Internet Banking.

Don't respond to any SMS requests for this information and don’t click on any links within these emails, even if they appear to have come from us. We'll never ask you to disclose your details in this way.

For more information on SMS phishing, read 'Spam and Phishing messages'.

Cold calling scams

We're aware of a number of telephone scams targeting NAB customers asking for their banking and personal details.

Callers claiming to be from ‘NAB Security’ are contacting people by phone, saying they have cancelled the customer’s credit card and need their details to send out a replacement card. In another scenario, the caller claims they're calling in order to verify a transaction being made overseas (e.g. to New Zealand) from the customer’s account. They ask the customer to provide personal and banking details to block the transaction.

These phone calls are fraudulent. If you've received a call of this type and have given out your details, please contact your local branch or call NAB on 13 22 65 immediately. Customers are advised to not provide any personal or financial information in response to unsolicited phone calls.

Telstra phone scam

We're aware of scammers using a well-known type of phone scam currently targeting Telstra customers. These scams are also known as ‘cold calling’, sometimes involving scammers pretending to be technology or IT support.

Scammers are contacting people at home, stating their internet may be disconnected as their computer has been hacked and is putting Telstra’s infrastructure at risk. The scammers claim to be able to fix the issue on the spot, seeking a fee for the service. On top of the fee, scammers are insisting ‘software’ be downloaded to your computer giving them remote control access to your computer.

Please be advised these phone calls are fraudulent. If you've received a call of this type and have given your details, please visit your local branch or call NAB on 13 22 65 immediately. Customers are advised to not provide any personal or financial information in response to unsolicited phone calls.

Contact the bank or company back through their general customer service line to verify call was from them. If in doubt, do not provide any details. More information on this scam is available from the Stay Smart Online website.

Mobile phone porting

Criminals who've compromised your personal credentials, including your mobile phone number, may transfer your phone number to another provider so they can receive security codes sent by NAB.

If your mobile phone service is suddenly disconnected, this could be a warning sign that your mobile phone has been transferred to another provider without your permission. If your mobile service is suddenly disconnected, contact your mobile provider immediately to confirm why it is not working.

If your mobile has been transferred to another provider without your permission, please contact us immediately on 1300 651 656.

Key points to protect yourself against fraud

Online

Use SMS security - Even if your ID and password fall into the wrong hands, funds can't be transferred without your approval. Register via NAB Internet Banking or contact us on 1300 651 656 for further information.
When using SMS Security, always confirm the details within the SMS are correct before proceeding with the transaction. If anything looks suspicious or if you're concerned, don't proceed. Call 1300 651 656 for assistance.
When transferring funds or paying a bill, always confirm the details you've entered are correct before completing the transaction.
Keep your computer's operating system up to date by ensuring that automatic updates are switched on. Install any updates when they become available.
We strongly recommend that all computers and devices have up-to-date anti-virus software. Visit nab.com.au/software to take advantage of NAB's anti-virus offers for customers.
Always type www.nab.com.au into your browser's address bar when accessing the NAB website.
Pause and think when receiving an message or viewing a website that looks suspicious. If you are concerned, don't provide any personal or banking information.

Over the phone

If you're unsure whether a telephone call has come from us, ask the operator if you can call them back and request their name / team extension number. Then call back on 13 22 65 and ask to be put through to them.

For more security advice visit nab.com.au/security.

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