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Scams
We are committed to providing you with a safe and secure environment for managing your money. Find out about the latest security alerts and what to do if you think you've been scammed.
Latest security alert
Scams continue to be on the rise and we've identified a few scam types that are more likely to impact you.
1. Impersonation scams
Scammers pretending to be from reputable organisations can contact you and use different tactics to get you to share your personal information, including your account information. For example, you may get a call, email or SMS that appears to come from us, another bank, or legitimate business, like a telephone or internet service provider, claiming that you need to confirm your identity or provide your One-Time PIN to continue managing your account online. If you get an SMS from us with a code to authorise a transaction, please ensure you read the whole SMS carefully as it might be shortened when it pops up on your screen.
2. Goods not received scams
Scammers can also contact you via email or social media and advertise attractive sales or deals that link to a fraudulent website where you can make a purchase.
For example, you may get Facebook or other type of social offers for seemingly great bargains, but after making a payment you won't receive the item and you may get charged more than what was advertised.
3. Remote access scams
Scammers may call and alert you to a 'virus' or 'issue' with your computer or account and request remote access to your computer to fix it. Never agree or provide anyone access to your computer. If you receive an unexpected phone call, text or email about your computer and remote access from someone claiming to be from a company or business you recognise, hang up or delete the message immediately.
What you can do to protect yourself
1. Recognise suspicious communications
Learn to recognise suspicious communications, even if they appear to be coming from us. Please read all messages carefully. We'll never pressure you to transfer funds or request your personal details, account details, your One-Time PIN or your password via email, SMS or phone. If unsure, call us using the verified numbers mentioned on our website.
2. Pause before you pay
Be mindful of retail websites and online or social media offers that are fake but appear genuine. Scammers always use a website that appears legitimate and request your account details and/or One-Time PIN to make a purchase or further transactions on your account.
3. Check before you share
Never share your password, your One-Time PIN, or any other Online Activation Codes with anyone, even with us. If you give out your One-Time PIN or receive an SMS from Citi AU advising your card has been added to a mobile wallet without your request, please call us immediately. Update your password regularly and make sure your contact details are correct so we can contact you about any potential scams.
4. Think before you click
Avoid clicking on suspicious links or downloading attachments from unknown sources. Scammers often use links or attachments to install malware or obtain your personal information.
See previous security alerts
Report fraud or a scam
Reporting scams
If you believe you have been the victim of a scam, please contact us immediately on 1300 550 216.
It’s important that you get in touch with us if:
- you’ve sent money or authorised a payment due to a suspected scam
- you’ve provided your identity information and/or account details to someone who you believe is a scammer
- you’ve found unauthorised transactions in your account statements
Report any scams to Scamwatch
Report any scams to Scamwatch, an independent website run by the Australian Competition & Consumer Commission (ACCC).
Scamwatch provides information to consumers and small businesses on how to recognise, avoid and report scams. Anything reported to Scamwatch will be analysed and acted on by the ACCC.
Actions you can take immediately
Actions you can take immediately
Block your card
Report suspicious emails
Change your password
Report or dispute unusual transactions
We also have a number of measures to keep your account safe
We also have a number of measures to keep your account safe
The Citi One-Time PIN (OTP)
The Online Authorisation Code (OAC)
Our Two-Way Alert service
Citi Online security measures
Data encryption
Stay up to date
- Register for ACSC Alert Service, a free Government-run service to alert you of new online threats as they are identified.
- Visit Scamwatch to keep up to date with the latest trends in scam activity.
- Visit the Australian Cyber Security Centre for the latest advice on cyber security.
- The Australian Banking Association (ABA) has launched a Safe & Savvy guide for older Australians to help them to avoid financial abuse, scams and fraud.
Related help guides
Identifying common scams and how to protect yourself
Find out more about common scams and how to protect yourself.
Help and support
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