Fraud, Scams and Identity Theft Support

We understand that experiencing fraud can be overwhelming and distressing. You’re not alone, we’re here to support you through this.

To help protect you and assist with the investigation, we recommend reporting the matter to the police as soon as you can and obtaining a report or reference number. This can be helpful as we continue to investigate what’s happened and guide you through the next steps.

If the Fraud occurred online, you can also report it through the Report a cyber security issue link.

Below you’ll find answers to some frequently asked questions, along with information on how we can support you based on your situation:

I don’t recognise this transaction. What should I do?

 If a transaction looks unfamiliar, please let us know. We understand this can be concerning. Before contacting us, you may find it helpful to check our article , as transactions may appear on your statement  under a different name.  

If the transaction is still unfamiliar, you can raise a Dispute by completing the Dispute a Transaction form online. Once we receive it, we’ll review the transaction and investigate whether it may be fraudulent, keeping you informed along the way.

I didn’t apply for this account or give consent for the application, what should I do?

If an account or application has been made in your name without your consent, please let us know as soon as possible.

You can raise a request here for our Application Fraud Team to investigate. We’ll carefully review what’s happened and support you through the next steps, including helping to protect your details, minimise any further impact, and work with the relevant parties to correct any incorrect information that may appear on your credit report.

Since I did not apply for the account, will this still show on my credit file?

If someone applied for an account using your details without your consent, it may appear as an enquiry on your credit report.

Please note that we will remove credit enquiries from your credit report, once we obtain confirmation of the account being fraudulent.

To stay informed, you can check your credit report with the credit reporting bodies for any enquiries or accounts you don’t recognise. This can help you keep track of what’s been recorded in your name.

You may also choose to request a temporary credit ban. This is an added protective step which helps prevent new credit applications or changes to your credit file for a set period, giving you extra peace of mind while the matter is reviewed.

What is the difference between a fraudulent transaction and a scam and why does it matter?

Being able to identify the cause of your dispute will ensure we can help you promptly secure your account, get it to the right team to investigate and resolve it more efficiently.

Fraudulent Transaction:

This is a transaction you did not authorise or make yourself. It usually happens when someone else gains access to your account or card details and uses them without your knowledge or permission.

Scam:

A scam is when someone deceives you into sharing sensitive information, such as one- time passcodes, account details or personal information, or convinces you to send money or assets. This often happens when the person pretends to be a trusted or legitimate organisation or individual.

Below are some distinguishing factors listed for your understanding:

Aspect	Scam	Fraudulent Transaction/Account
Meaning	You’re deceived into giving away sensitive information, like one-time passcodes, account details or personal information, or into sending money.	You didn’t approve a transaction or account, and someone else used your details without your knowledge or permission.
Victim’s involvement	You were misled or pressured into approving the action yourself, believing it was genuine at the time.	There is no involvement from you. You did not approve or take part in the transaction or account, and it was done without your knowledge or permission.
Consent	Consent is given but may be based on false information.	No consent is provided.
Primary method	This usually involves someone using emotional pressure, such as trust, fear or urgency, to influence you into taking action before you have time to fully consider it.	This happens when someone uses your details or account without your knowledge or permission. This may involve things like a stolen card, a compromised account, or an identity being used fraudulently.
Typical examples	Phishing scams  You receive an email or text that looks like it’s from a genuine organisation. It may ask you to verify your account or fix a problem. If you click the link and enter your details, the scammer can then use that information. Romance scams  Someone you meet online takes time to build trust and a relationship with you. Once trust is established, they ask for money, often claiming there is an emergency or a special investment opportunity. Fake investment offers  You are promised high or guaranteed returns with little or no risk. You may be pressured to transfer money quickly so you do not “miss out”, before you have time to check if the offer is genuine.	Examples include unauthorised card use, or someone using your identity to open an account or take out credit without your knowledge.  Unauthorised card use Transactions appear on your card that you did not make or approve. This can happen if your card details are stolen or compromised and used without your knowledge. Identity theft / fraudulent applications  Someone uses your personal information to open an account, apply for credit, or take out a loan in your name without your knowledge or consent.
Detection	Scams are often noticed through unexpected messages or contact, or offers that seem unusual or too good to be true.	Fraud is usually identified through unusual account activity, transaction alerts, or by reviewing your account or credit report.

What do I do if I have fallen victim to a scam or fraudulent transaction?

If you believe you’ve experienced either of the above, please let us know when you contact us using the Dispute a Transaction form online, so we can take the appropriate action to help secure your account and support you.

As soon as you realize you have fallen victim, act quickly to protect your account:

• Block your card and monitor for suspicious activity
• Sign out of all devices and reset your passwords
• Contact us immediately so we can investigate
• Stop contact with the scammer and don’t send more money
• Report suspicious messages to [e-mail]  and delete them
• Contact IDCARE (0800 121 068) for free support and a personalised response plan
• Protect your credit by checking your credit file and placing a temporary ban if needed
• You can also report scams to Scamwatch | Consumer Protection to help protect others.
• Report spam received by text or email to the Department of Internal Affairs. 

I am receiving messages from scammers, what should I do?

If you’re getting messages from someone pretending to be us, don’t respond, don’t click links, and don’t share any personal details.

We recommend reading our article “Beware of Scammers Impersonating Gem by Latitude”, which explains how to spot scam messages and what steps you can take to protect yourself.