Card fraud is on the rise in Australia and methods for conducting fraud are constantly evolving. The Rock’s, fraud monitoring system provides early detection and prevention of Visa Debit Card and rediCARD PLUS fraud. We monitor your cards 24 hours a day, seven days a week – that’s every Visa Debit Card and rediCARD PLUS transaction. This allows us to detect suspicious activity as early as possible, minimising losses and keeping your money safe.
Using this system, we monitor card based activity and check anything that we suspect may be suspicious activity with you, for example if a transaction looks unusual or a certain payment has previously been flagged as suspicious. In some cases, the system will halt suspicious payments before they reach a customer’s account.
If we notice a suspicious transaction on your account, we’ll call you to verify it. If the transaction occurs between the hours of 7:00am and 10:00pm, any day of the week, we’ll call you immediately. If activity is detected outside these hours, we may place a block on your card until we can contact you to verify it. If we block your card, you might not be able to make certain transactions until we can contact you to verify it.
If we’re unable to clarify the transactions directly with you, we’ll leave a message for you stating the number that you need to call and also a reference code to quote when you call back. This will help us identify you and your account. And if we still can’t get hold of you, we’ll send you a letter asking you to contact us. The security of your finances is important to us.
When you’re travelling overseas, let us know your travel details, including your departure and return dates, and destinations so that we’re aware that overseas transactions will show on your accounts. Please make sure that you give us an email address or contact number that we can use to contact you during your travels in case we detect activity on your account that we suspected may be suspicious.
We work in consultation with national fraud programs to receive up to date information on new types of card fraud encountered in Australia.
Remember, we will never ask to you disclose your confidential PIN, Internet Banking password or Phone Banking Access Password to us over the phone, by email or in person.