1. Stop any communication
If you’re still on a call, hang up. If you’ve shared remote access, shut down or restart your device.
Don’t give away any more information or access.
Report fraud or a scam
Find out what to do if you think you’ve been scammed, notice an unusual transaction, or want to report a suspicious email.
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Steps to report fraud
If you notice anything that seems unusual, like:
- transactions in your accounts that you don’t recognise
- your credit, debit, or EFTPOS card is lost or stolen
- you’ve shared your banking credentials or verification codes with someone
- you know or suspect that someone else has accessed your accounts without your authority.
2. Secure your accounts
If you spot unauthorised transactions on your card, block your card and lock your online banking in the BNZ app immediately.
If you need help with this, contact us first.
3. Contact us
Contact us immediately on 0800 735 901 (+64 4 473 5901 from overseas).
Available 24 hours a day, 365 days of the year (including public holidays).
What to expect when you report a scam
Realising you’ve been scammed can be a shock. It’s important to know that anyone can fall victim to one. We take reports of scams seriously and will start investigating immediately.
We’ll investigate
We’ll ask you to provide information to help us with your case and contact you when we have updates.
We focus on fund recovery and getting that process started as soon as possible. Our dedicated fraud team work 24 hours a day, seven days a week and manage each report on a case-by-case basis.
Filing a police report
Once you’ve reported the scam to us, report it on the New Zealand Police website or by calling 105 (the non-emergency phone number).
For investment scams, report it on the Financial Markets Authority (FMA) website.
Suspicious emails or texts
Forward any emails or texts that claim to be from BNZ and you think are suspicious or spam to phishing@bnz.co.nz. We have dedicated Cyber and Fraud teams who investigate and manage each report on a case-by-case basis.
Once you’ve forwarded it to us, don’t respond to the sender and block them.
What BNZ will never do
If you get a message that looks like a scam, make sure you know what the companies you deal with, will or won’t ask you to do. For example, BNZ will never:
- email or text you links to online banking and ask you to log in
- send you a text message with a link to a website, or link to call us
- ask you for information about your PIN number, bank account number, or password
- ask you to verbally share the authentication codes sent to you by text or email, even with a BNZ staff member
- ask you to transfer money to help catch a scammer or a bank employee who is scamming customers
- send you a text message about account issues with a link to log in
- ask you to download software to access your Internet Banking remotely
- use international phone numbers to call or send you notifications.