Reporting a scam

If you think you might have fallen victim to a scam, please see the information below on the steps we suggest you take.

Steps to take following a scam

• Stop contact with the scammer immediately. Do not send any further funds or continue to engage with them.

• Contact us on 133 462 between 8am – 8pm Monday to Friday and 9am – 4pm on Saturdays. If you need assistance cancelling your card outside of those hours, please contact 1800 252 730.

If outside of business hours, follow the steps outlined below.

Where Internet Banking details have been compromised or Remote Access provided:

• Change your passwords! Change your IMB Internet Banking and Mobile App passwords via Internet Banking or within the Mobile App. See https://www.imb.com.au/faq/how-do-i-reset-my-password for further assistance. You should also change any other passwords that may have been compromised (or better still, change all your online passwords). Make sure your passwords or passphrases are unpredictable, unique and strong. (Note that if you think your device may have been compromised by malware, change your passwords using a different device).

• Disconnect any active remote access sessions with the scammer.

• If you have been requested to download any applications or notice any unfamiliar applications on your device, uninstall them immediately.

• Review registered devices linked to your Internet Banking/Mobile App and delete any you do not recognise. You can do this under the ‘Manage Account’ tab.  

Where Card details have been compromised:

• Block or cancel your Plastic and/or Digital cards that may be compromised. You can do this via Internet Banking under the ‘Cards’ tab or within the Mobile App under the ‘Manage Account’ - Card Management tab.

What else can you do

• Report the scam to the Police, and/or via ScamWatch https://www.scamwatch.gov.au/ If you were scammed via a social media platform, we suggest you report the incident to them as well.

• Get help from IDCARE, Australia’s national identity and cyber support service who offer expert advice following an identity compromise. For more details visit  https://www.idcare.org or contact them on 1800 595 160.

• Request a copy of your credit report and review it for any fraudulent activity. A credit reporting body must give you access to your consumer credit report for free every three months.

• If your device was compromised, consider having your device professionally cleaned by a computer professional to ensure this is no malware on your device.  

• Installing anti-virus software on your device is advisable. Make sure you are only downloading from reputable and trusted sites!

• Be alert for follow up scams. Talk to your family and friends for scam awareness.

• Enable multifactor authentication across all of your online accounts wherever possible.

• Consider enabling transaction notifications via ‘Manage Account’ - Alert Management tab (please note fees apply)

• Reduce your payment limits – you can reduce your payment limits in Internet Banking or the Mobile App under the ‘Manage Account’ - Limits Preferences tab.

Remember IMB will NEVER ask you to:

• share your login details with us

• share your PIN numbers, passwords or other security codes with us

• seek to remotely access your device/computer

• put you under pressure to act instantly

If something feels off, end the contact and contact us via 133 462, the IMB website or our Mobile app.

You can keep up to date with the latest security updates from IMB here https://www.imb.com.au/help-centre/scams-and-security/security-updates