Phone impersonation scams (including ANZ Direct Online customers)

Some customers, including our ANZ Direct Online (ADO) users, have received phone calls from scammers impersonating the ANZ Fraud team, other ANZ bank staff, and telecommunication companies.

The scammers appear to already have large amounts of personal and banking information, including credit card details and ADO client codes, which may have been previously obtained from a phishing email, text, or website.

We’re seeing customers being tricked into:

• Granting remote access to their devices
• Disclosing OnlineCodes and Visa Secure codes believing that they’re securing their banking or reversing fraud transactions.

ADO customers being targeted by scammers are receiving calls or texts that may appear to be from an ANZ phone number, an NZ or Australian (+61) number, and are asked to: 

• Click a link to a fake live chat – this gives the scammers full access to their device
• Search a website then click on a button – this also gives full access to their device.

When someone gains access to your device it could allow them to access your online banking to make payments using your device or to impersonate you. 

These calls are not from ANZ. Do not follow these instructions. Hang up and call the number listed on our website to speak to an ANZ staff member.

Our fraud team may call customers from time to time to verify unusual transactions. 

However, we will never ask you:

• For your banking passwords, PINs, or two-factor authentication codes
• For your full credit card details
• To transfer money to a 'safe' account, purchase gift cards, or set up crypto currency accounts
• To download software or remotely access your device.

• Never provide your customer number, OnlineCodes, Visa Secure codes, personal and banking information to anyone, or grant remote access to your devices – hang up immediately. 
• Scammers will often say they need the two-factor authentication code (OnlineCode or Visa Secure code) to reverse a transaction. Two-factor authentication codes are never required to reverse fraud transactions.
• Always contact ANZ via a phone number or other contact method listed on our website if you want to check the legitimacy of the contact.

Remember:

• If you think you’ve been the victim of a scam, please call us immediately on 0800 269 296 (or 0800 269 347 or +64 4 472 5546 (charges may apply) if an ADO customer) or +64 4 470 3142 from overseas (charges may apply).