Help & Support

Card fraud

A compromised card is a card that is at risk of being used for fraudulent transactions.

What to do if you think your card's being used fraudulently 

Let us know straight away if your credit card, Eftpos or Flexi Debit Visa is lost, stolen, or you think it may have been used fraudulently. 

For credit cards:

  • Call 0800 735 901 (24 hours, seven days).
  • If you're overseas, you can call us collect from a land line +64 4 473 5901.

For Eftpos and Flexi Debit Visa cards:

  • Call 0800 275 269 (24 hours, seven days).
  • If you're overseas, call us on +64 4 801 2400 (toll charges apply).

How we deal with compromised cards

If we think your card's been compromised, we'll place a block on it. The type of block will depend on how the card has been compromised, for example, you may not be able to make purchases from some countries until we send you a new card. This will include blocking any payments to businesses in these countries, whether you’re there in person or paying online.

If you’re travelling overseas and your card is blocked, we can get a replacement card couriered to you, or you can call us to talk through your options. 

How we protect your cards

Zero fraud liability

If you’re the victim of credit card fraud, you’re covered with our Zero Fraud Liability guarantee. This means we’ll repay any fraudulent transactions made using your credit or Flexi debit card (online or in a store) as long as you’ve complied with your credit card terms and conditions. This includes telling us straightaway if you see unusual transactions on your card, if you lose your card, and selecting a suitable PIN and protecting your PIN properly at all times.

Liquid encryption technology

Liquid encryption technology (LENSecure) help protects you and your card from fraud. Every time you use your card in one of our ATMs, LENSecure updates the security information on your card's magnetic strip. This means that in the unlikely event that someone manages to make a copy of your card, the fake card will be out of date pretty quickly. 

How cards are compromised

Your card could be compromised through either your physical card or your card account data, such as your card number, being stolen. You mightn't know your card has been compromised until we tell you.

If your card has been lost or stolen, it's important to let us know straight away if this happens, or if you think it might have been used fraudulently.

How you can help to protect yourself from credit card fraud

To help protect your card, make sure you regularly use your credit card in a BNZ ATM to either get a balance enquiry, mini statement, or make a cash withdrawal, particularly before and after going overseas. If you have another cardholder, you should get them to do the same thing. You should also:

  • sign your new card as soon as you get it
  • protect your PIN
  • never give your credit card details to anyone (unless you’re paying for something)
  • keep an eye on your card when you’re buying something and watch for double swiping of your card
  • always take your credit card receipt
  • only deal with well-known and trusted companies when making online purchases with your card and try not to give your card details over the phone
  • look out for strange devices on ATMs
  • keep an eye out for unusual transactions on your card.