Westpac releases recording of sophisticated scam call
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Westpac NZ is praising one of its quick-thinking customers who not only avoided a sophisticated scam but also recorded the call to help others.
The recording, released today, reveals just how convincing scammers can be as they impersonate bank officials, particularly in the lead-up to the busy holiday season.
The scammer, posing as a member of Westpac’s credit card fraud team, claimed the customer’s credit card had been used for unauthorised overseas transactions.
Throughout the call, the scammer provided detailed explanations, referenced well-known websites to sound credible, and even offered advice on “avoiding scams” to build trust.
How the scam works
After gaining the customer’s confidence, the scammer requested the digits of the customer’s credit card under the guise of “cancelling” it.
Westpac Financial Crime Intelligence Manager Jessica Channing explained that this is a common scam tactic.
“The bank would never ask for a credit card number to cancel a payment – we already have that information on file,” Channing said. She also warned that any “confirmation text” sent during such a call is part of the scam.
“The text message that would arrive on the customer’s phone would have nothing to do with cancellation. The code would actually confirm the purchase the scammer has just made.”
Quick-thinking customer saves the day
The customer’s refusal to share their card details caused the scammer to abandon the call.
Channing praised the individual for their actions, noting that the recording will now help alert others to similar scams.
“He did exactly the right thing once he realised he was being asked for information – he refused to give any numbers, and the scammer gave up soon after,” she said. “A massive thank you to that customer.”
Be extra vigilant during the holiday season
Channing stressed that scams become more frequent during the holiday period as people are stressed, distracted, and shopping more frequently. She highlighted a rise in phishing attempts, fake marketplace listings, and parcel delivery text scams.
To stay safe, The Westpac scam expert advised:
- Be wary of any unexpected calls from your bank.
- Hang up and call back using the bank’s official number listed on its website.
- Never share PINs, passwords, or verification codes.
- Avoid allowing remote access to your devices.
“If we do have to call you, we won’t be offended if you say, ‘Sorry, I’m going to follow best practice and hang up and call you back myself,’” Channing said.
Report and stay informed
If you suspect you’ve been targeted by a scam, contact your bank immediately. Westpac also maintains a list of current scams and fraud warnings to help customers stay updated.
This timely warning serves as a reminder to stay cautious and vigilant, especially during the busy Christmas season.
Visit the Westpac website for the bank’s announcement.
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