Security and fraud

Report a security issue

If you receive a phone call, text message or email from someone pretending to be from Heartland Bank and believe it’s not genuine, don’t disclose your information and hang up. Call us back on 1300 889 338.

Think you’ve been scammed?
  • Call us immediately on 1300 889 338 if you’re concerned that you’ve been the victim of a scam. Our contact hours are 8.30am-4.30pm AEST/AEDT Monday to Friday.
  • Contact IDCARE, an organisation that supports those impacted by scams, fraud, and identity theft. You can learn more about IDCARE at idcare.org.
  • Report the scam on the Australian Competition and Consumer Commission’s Scamwatch website at scamwatch.gov.au.
  • Lastly, be wary of any follow-up texts, emails, or unsolicited phone calls as scammers may pose as someone who can assist you with recovering your money.
How to protect yourself

How to protect yourself

Always act with caution before taking any action online with your money. Scammers are sophisticated in developing false websites, email addresses and phone numbers to impersonate banks and other parties, offering fake products to deceive you.

 

Be diligent and act with caution

  • When accessing our website, type heartlandbank.com.au into your browser, rather than a link from within an email, SMS, or a pop-up window.

  • If you receive a call from us and suspect that it’s not genuine, hang up and call us back on 1300 889 338.

  • Don’t click on links within text messages – we’ll never send you a text message with a link in it.

  • If we send you a one-time-password (OTP), don’t share it with anyone – we’ll never ask you to share it with us.  

  • If we send you correspondence that doesn’t align to the accounts or services you hold with us, or you’re unsure of its validity, verify it by calling us on 1300 889 338.

  • Don’t reply to unsolicited emails or phone calls offering you investment advice or other services.

  • Be careful when providing personal information on websites. These can be used by scammers to collect your information.

Don't respond to requests for your personal information

Don’t share your passwords, PINs, passcodes with anybody – even us.

Check you’re using secure applications and platforms

  • Only install apps from the official app store specific to your mobile device, such as the Apple App Store or Google Play. Never download an app from a link in an email or SMS.

  • Avoid using a public network or computer. If you must, don’t save your password and always logout when you’re finished.

Update your device and browser regularly

To ensure your device and browser supports the latest security features, keep them up to date with the latest software version.

Be careful what you post on social media

Be careful of what you share on social media. Scammers use this information, including what they see in your pictures, to help them compromise your accounts, commit identity theft, and online fraud.

Install anti-virus software

Install up-to-date anti-virus software on your devices to help detect and prevent online attacks.

Keeping your online password, passcodes and PINs secure

  • Make your online password, passcodes, and PINs hard to guess and never share them with anyone. Don't choose one that includes:
     • your birthday
     • a recognisable part of your name
     • the same four or consecutive letters or numbers.
    If your password, passcodes, or PINs are easily identifiable, you may be liable for unauthorised transactions.

  • Be careful with your passwords, passcodes and PINs. Avoid writing them down or recording them in a device and choose different ones for each of your accounts.

  • If you think someone else knows your password, passcodes, or PINs, change them immediately. You can do so via Internet Banking or our app.

  • You must also let us know immediately if you think your password, passcode or PIN is stolen or known by someone else by calling us on 1300 889 338.

  • If the guidelines above are not followed, you may be liable for any unauthorised transactions.

Logout when you’re finished

When accessing Internet Banking, always click the logout button before leaving your computer.

Protecting your Visa Debit card

  • Choose a unique PIN that’s hard to guess and never share this with anyone. Don't choose a PIN that includes:
     • your birthday
     • a recognisable part of your name
     • the same four or consecutive letters or numbers.
    If your PIN is easily identifiable, you may be liable for unauthorised transactions.

  • If you’ve misplaced your Visa Debit card, you can place a temporary block on it.
     • Via our app, go to Settings > Cards > Block
     • Via Internet Banking, go to Manage > Card > Block

  • If you’ve lost your Visa Debit card, you can request a new one.
     • Via Internet Banking, go to Manage > Card > Replace
     • Via our app, go to Settings > Cards > Replace

  • If you believe your PIN has been compromised, you can reset your PIN via Internet Banking or our app.
     • Via Internet Banking, go to Manage > Card > PIN
     • Via our app, go to Settings > Cards > PIN

  • If you see transactions on your account that you don’t recognise, place a temporary block on your card through Internet Banking or our app.

  • You must also let us know immediately if you think your card has been lost, stolen, or used by someone else by calling us on 1300 889 338 (or 1800 621 199 after hours).

If a loss or liability arises because of your unreasonable delay in notifying us of any actual or potential breach of your PIN, you may be liable for any unauthorised transactions.

Types of online threats

Phishing scams

Phishing (pronounced fishing) is when scammers try to trick you into giving away your personal or financial information through emails, texts, or fake websites.

They often pretend to be from your bank or another trusted organisation, using urgent messages to create a sense of urgency.

Remember, we’ll never ask for sensitive information like passwords or account numbers via email or text.

Be cautious of unexpected messages asking you to click on links or download attachments.

Stay safe by verifying any suspicious communications directly with us by calling us on 1300 889 338, and never share your personal details unless you're certain it's secure.

Your security is important, so always stay vigilant and protect your personal banking information.

Investment scams

Investment scams are schemes designed to deceive you into making financial decisions that could result in significant losses.

Scammers may promise high returns with little to no risk, but they’re just after your money. They often use persuasive tactics and false information to lure victims into their traps.

Be wary of unsolicited investment offers, especially those promising guaranteed profits or pressure you to act quickly.

Always research and verify any investment opportunity thoroughly before handing over your hard-earned money. Remember, if it sounds too good to be true, it probably is.

Protect yourself by staying informed and seeking advice from trusted financial professionals before making any investment decisions. Your financial security matters, so always be cautious and sceptical of potential investment scams.

ASIC’s Investor alert list can help you know which companies, businesses and websites are not to be trusted. Head to moneysmart.gov.au to view the latest list.

Romance scams

Romance scams are heart-breaking schemes where individuals pretend to develop romantic relationships with victims, only to exploit their emotions for financial gain.

These scammers often create fake online personas, showering their targets with affection and attention to build trust. Once a strong emotional connection is established, they may fabricate stories of financial hardship or emergencies, asking for money or personal information.

It's essential to be cautious when engaging with individuals online, especially if they ask for money or attempt to rush the relationship.

Stay vigilant and sceptical, and never send money to someone you haven't met in person. Protect your finances by verifying the identity of anyone you meet online and being wary of red flags like inconsistencies in their stories or requests for financial assistance.

Trust your instincts and prioritise your safety in any online interaction.

Spyware

Spyware is like a digital spy that secretly monitors your online activities without your consent, often with malicious intent.

It can be unknowingly installed on your device through seemingly harmless downloads or attachments. Once installed, spyware can track your keystrokes, capture passwords, and even record your browsing habits.

This invasive software can also gather sensitive information like personal data, financial details, or login credentials, putting your privacy and security at risk.

To protect yourself, it's crucial to use reputable antivirus software, regularly update your operating system and applications, and be cautious when downloading files or clicking on links from unknown sources.

By staying vigilant and proactive, you can defend against the threats posed by spyware and safeguard your digital life.