At Heritage, we’re committed to protecting you from fraud. Our Fraud Management and Information Security Teams are constantly updating our processes and technologies to keep you safe.
If you suspect any unusual activity has occurred while using Heritage Online or other services please contact us on 13 14 22 or send an email to our Fraud Team at firstname.lastname@example.org with details of what has happened.
This page provides some more information about how we protect you from fraud, some tips on how you can protect yourself, and updates on some recent fraud examples.
We’ve received reports of fake apps impersonating the Heritage Mobile Banking App.
February 2020: Hoax emails and phishing scams
January 2020: Hoax phone calls and phishing scams
April 2019: Hoax phone calls - computer remote access
November 2018: Hoax emails and phishing scams
February 2018: Hoax phone calls - computer remote access
November 2017: Phone porting
Phone porting is a method used by scammers to hijack your phone number to try to gain access to your banking details.
What happens is that the scammers get hold of your mobile phone number, then arrange for it to be shifted across – “ported” - a different telco provider e.g. from Telstra to Optus. Once it is ported across, the scammer effectively gains control of your phone number. The victim loses all service to their mobile phone and will not be able to make or receive calls or text messages. Once the scammers take control of your phone number, they can also receive two-factor verification codes such as SMS One Time Passwords sent to your phone, which can also unlock access to your bank accounts.
If you do suddenly lose access to your phone number, you should take immediate steps to contact your telco to check whether the number has been ported. If it’s confirmed that the phone number has been ported without permission, you should immediately contact us as well as your other financial institutions to reset your passwords and check recent transactions.
Tips to stay cyber safe:
For more information specifically about phone porting scams, you can visit the scamwatch.gov.au website.
Heritage Online puts your security first, with a range of security features and services designed to keep you safe while banking online. Some of these include:
Heritage Mobile Banking is designed to be quick and easy to use on a wide variety of mobile devices. Your funds are protected in the same way as Heritage Online, plus you’ll get access to some additional features such as:
If you have any questions about our fraud prevention and online security, please contact us.
To help keep your information and finances safe, you will receive free security notifications via email or SMS if changes are made to your residential or mailing address, mobile number, phone number, email address, statement frequency, Pay Anyone password, periodic payments or Heritage Online transfer and BPAY limits.
You will also receive notifications if:
You can opt out of the service by phoning 13 14 22, or visiting a branch. However, it is recommended to leave these notifications turned on to help keep your accounts and personal details as safe as possible.
Never disclose your personal or account information over the phone, unless you initiated the call.
How do I know if I may have been a target of fraud or identity theft?
Fraud and identity theft come in many forms, so you need to be constantly vigilant about your financial account and personal information. In particular, we suggest that you:
If you believe you've fallen victim to identity theft,read our article on What to do if you are a victim of identity theft.
What do I do if I think I may have been a target of identity theft?
If you suspect someone has stolen your identify, please read our help and guidance article on what do to if you're a victim of identity theft.
How do I find more about how to prevent being the target of fraud?
The following are official Australian Web sites with more information about fraud:
What do I do if I think my computer has been hacked?
If you believe your computer may have been compromised:
Any claims resulting from such activity will be assessed on the details of each individual incident.
You can also read our help and guidance article on Ways to Bank Securely for tips on keeping your computer safe in the future.
I’m about to travel overseas; do I need to tell Heritage?
The Heritage Fraud team monitors unusual transactions on our customer’s accounts. If you let us know that you will be overseas, we will be in a better position to determine if you are likely to be doing a transaction in a foreign country.
Before leaving on your trip:
What can I do to minimise the risk of fraud with my card?
To help protect yourself from card fraud, read our help and guidance article on Ways to Bank Securely.
If you believe your card details have been stolen or if you notice any fraudulent transactions on your account, please contact us.
How can I tell if a website is safe to use with my card?
There are heaps of ways to tell if a website is safe to use with your card. When in doubt, always do your research first. For our top tips, check out our article on on Ways to Bank Securely.