How to tell if ANZ is really contacting you

Estimated reading time
 5 min

Key points

• When you’re contacted by someone claiming to be from ‘ANZ’, it can be tricky to determine if it’s legitimate or fake, especially if your phone displays ‘ANZ’.
  
  
• ANZ will never call and ask you to transfer money, share your screen, reveal your passwords, or give your account or personal details.
  
  
• Hanging up and pausing before acting is just one of the steps you can take to help protect yourself from scams.

Your bank plays a big role in your life - from everyday spending to managing your home loan. When you opened your account, you shared personal details like your name and address, and received key information like your customer registration number, account number and card details.

That trust is important, and scammers know it.

In fact, around 60% of Australians trust banks to keep their data safe, especially those aged 55 and over. But scammers often impersonate banks like ANZ to trick people into sharing their information or handing over their money.¹

“Responding to an ANZ impersonator can be quite devastating,” says Nicholas Walsh, ANZ Cybercrime Specialist. “You can lose a lot of money. It’s a big thing for someone to go through.”

Knowing how to spot a scammer pretending to be ANZ can help you protect your money and personal information.

Why does that message (or call) look like it’s from ANZ?

Scammers rely on trust and familiarity, often posing as trusted organisations (like ANZ) or someone you know, to get you to hand over sensitive information or money. Banks are often impersonated because scammers see them as a shortcut to your money.

Sometimes, scammers make their messages or calls look like they’re coming from ANZ. A fake SMS might appear in the same thread as genuine ANZ messages, or a call might show “ANZ” on your caller ID. This trick is known as spoofing, where scammers use special technology to disguise their number and make it seem like the contact is from a trusted source.

Because of this, it can be hard to tell if the person contacting you is genuinely from your bank. To stay safe, it’s worth knowing the steps you can take to protect yourself.

How do you know it’s actually ANZ reaching out?

It can be hard to spot scams and fraudulent activity. In a genuine ANZ call, SMS message or email, we will never ask you to:

• share sensitive banking details (like passwords, PINs, ANZ Shield codes, token codes or one-time passcodes (for payment) in an email or SMS).
• click a link to log in to your account.
• grant remote access to your computer, phone, tablet (or any other mobile device).
• transfer money to another account.

5 signs it’s a scammer (not ANZ) contacting you

“These scams can happen weekly, if not daily,” says Nicholas. “Unfortunately, it’s still happening. That’s why it’s important customers know how to tell if it’s really ANZ or a scammer who’s contacting them.”

Here are five signs to look out for:

1. The scammer contacts you unexpectedly and asks for personal or banking information. ANZ will never contact you out of the blue and ask for this sensitive information.
   
   
2. There’s pressure to keep talking. “If anyone from ANZ contacts you, and you’re not feeling comfortable to talk, we won’t push you to keep the conversation going," says Nicholas. If you’re in any way suspicious, he advises that you hang up and call back using the phone number on the back of your banking card or from your statement.
   
   
3. The scammer pressures or threatens you to act quickly. “They’ll try to push you to do something and give you no time to reflect and think on things,” explains Nicholas. "ANZ will never put pressure on you to do something straight away."
   
   
4. They’re confirming information ANZ should already know. “One of the major red flags is that the caller is asking you questions that ANZ would already know the answers to,” says Nicholas. “For example, if they ask, ‘What are your account balances?’ that should raise alarm bells. ANZ will already know the answer to that.”
   
   
5. They contact you for a reason that doesn’t sound quite right. “For example, if they’re calling to say they’ve deposited too much money into your account, ask yourself why ANZ would do that in the first place,” Nicholas explains. “It just doesn’t make sense, so there’s a strong chance it’s a scammer.”

What to do if you think you’re communicating with a scammer

• Hang up straight away if you’re unsure or don’t feel comfortable. “It’s easy to end the conversation by disengaging or hanging up,” Nicholas says.
  
  
• “Pay close attention to the message or email,” says Nicholas. If it’s from a scammer, the email address might not match the organisation they’re claiming to be from, or there might be a slight difference in the logo or email signature. Even the fonts might be different from those in official emails from the organisation. Scrutinise every detail to check whether it’s legitimate or a scam.
  
  
• Take a moment to pause and think before you act. This can help you determine whether the person is a legitimate representative from your bank or a scammer.
  
  
• Don’t click on any links that appear in messages or open attachments. Attachments and URLs can install malware onto your device, destroying essential files or collecting your data without consent. Nicholas advises, “A fake URL can be hidden very well in an email, so being on the lookout for a dodgy link or anything suspicious can help you protect yourself.”

What can you do if you think an ANZ impersonator has scammed you?

• If you’ve shared financial information or transferred money, contact your bank straight away. If you’re an ANZ customer, contact us immediately to report it.
  
  
• If you shared credit card details, ‘block’ or cancel those cards immediately. If your cards are with ANZ, you can report the stolen card through the ANZ app or by calling us.
  
  
• Report and block the phone number or email address on your device or through the platform you used.

Who can you contact if an ANZ impersonator has targeted you?

• If you’re an ANZ customer, you can report fraud or suspicious activity in multiple ways, such as through the ANZ app or by calling us.
  
  
• Report the scam to the Australian Signals Directorate’s ReportCyber portal. This resource is there for reports of scams where money or personal information has been lost.
  
  
• Help others by reporting to Scamwatch to help them prevent future losses, monitor trends and educate the population about emerging threats.
  
  
• You can also contact IDCare, a not-for-profit organisation providing support to those experiencing identity and cyber security concerns.
  
  
• Contact your bank immediately if you share personal or financial information.