What are cold calling scams?
Scammers call customers and appear to have previous knowledge of the customer. This is usually falsified information. They are convincing in detail and generally engineer the call to align with their claim to be from the Bank’s fraud or cyber security team.
Sometimes an SMS alert is also sent prior to a ‘cold call scam’, seemingly appearing like it’s from a legitimate business such as Bendigo Bank. They use a method called ‘call line identification overstamping’ (CLI overstamping). CLI overstamping allows the person calling you to display a different number from the number they are calling from.
For example, an Australian company operating an overseas call centre may overstamp their calls. These calls, even though they originate overseas, appear to be from an Australian number so that you recognise it as such and return the call.
CLI overstamping is legal in Australia and the Bank has no authority or ability to counteract it. Please check our ‘things to remember’ whenever you receive a call from anyone saying they are from the Bank.
What to look out for
- There is a sense of urgency or threat to the call – ‘your bank account has been accessed’; ‘your bank account has been locked’; ‘a payment has been made from your account’.
- You are asked to provide personal and/or account information, for example your password or OTP (one time PIN).
- You are asked to transfer funds into a safe account.
- Requests to click a link within a text or email, for example ‘check your settings’.
During these types of calls scammers may already have some of your personal and/or account information, potentially obtained illegally elsewhere, or from a data breach.
How to protect yourself
- Don’t be pressured into taking action.
- Never provide your password or PIN to anyone even if they are claiming to be from Bendigo Bank and have personal information about you.
- Contact your bank or company direct using phone numbers you find yourself (for example, official website).
- Always access the official website or mobile app directly, not via a link.
- Don’t open or download any attachments or apps.
- Don’t click on links in text messages or emails - we will never send a link in an SMS.
- We will never ask you to transfer money into another account to ‘keep it safe’.
Let us know ASAP if you think you have been the victim of a scam
Things to remember
- Never provide your 6-digit e-banking security code to anyone - in person, over the phone or online even if they claim to work for your bank and have personal information about you.
- Never provide a caller with remote access to your computer.
- We will never ask you for your e-banking PIN, e-banking password or 6-digit e-banking security code.
- We will never ask you to login to e-banking via a link sent in an SMS or sent in an email.
- We may call from time to time and ask to verify your identity by asking for your verbal password. However, we will never ask you for any PIN, password or security code relating to your e-banking. If you feel uncomfortable, you can always verify our branch contact details on our website and call us back.
If you need help or more information
Phone
If you have clicked on any suspicious links and entered your e-banking details:
Call 1300 236 344 (in Australia) or +61 3 5445 0666 (from overseas - standard international call charges apply)
Monday to Friday - 8am to 9pm AEST/AEDT*
Weekends (Saturday and Sunday) and some public holidays - 9am to 8pm AEST/AEDT
*Excludes Christmas Day
SMS
If you have received a suspicious SMS message claiming to be from us, you can forward it to 0429 557 997 for investigation.
Please note you will not receive a personal response from 0429 557 997.
If you have received any suspicious emails, you can forward them to us via email.
Please note you will not receive a personal email response from us.
