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COMMONWEALTH BANK SLANT ON SMS & EMAIL SCAMS AUSTRALIA

Hoax alert

From time to time, we send emails and text messages (SMS) to our customers to update them with important information. Sometimes, fraudsters may send you “hoax” messages that appear to come from us, in order to trick you into revealing sensitive information. That’s why it’s important to remember that we will never send you a message asking you to confirm, update or disclose your personal or banking information. To help keep your account and personal information safe, here are some examples of hoax email/SMS, and what you should do if you receive one.

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How to spot a scam

SMiShing

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Pronounced ‘smishing’, they are SMS messages that attempt to direct you (via a link) to a fraudulent website and request you to input your personal information. These messages typically include an urgent call to action – such as to re-verify or unfreeze an account that is ‘suspended’ or set to ‘expire’ or to claim a tax refund. SMiShing campaigns targeted at our customers would typically link to a site that asks for your client number, NetBank password, card number or PIN. The hoax SMS may try to pass itself off as a legitimate message from the bank by including our contact number, and may also spoof (fake) our sender label/ID so that the ‘from’ field reads ‘CommBank’ or ‘NetBank’.

Tips to avoid SMS scams:

  • Commonwealth Bank will never send an SMS that asks you to confirm, update or disclose personal or banking information, and most financial institutions follow the same practice. Never click on a link provided in such an SMS.
  • Instructions on how to send these messages to Commonwealth Bank for further investigation is listed below.

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Phishing

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Pronounced ‘fishing’, emails are used by fraudsters to trick people into entering their personal information, such as bank account details, on a website controlled or monitored by the attacker. The fraudster can then use this information for illegal purposes, such as transferring funds or purchasing goods. Phishing emails are often designed to imitate your most trusted service providers – a bank, cloud service provider or other financial institution, and may include links to a convincing replica home page.

Tips to avoid email scams:

  • We will never send messages via email that ask you to confirm, update or disclose personal or banking information, and most financial institutions follow the same practice.
  • Hard as they might try, these emails don’t always get the branding and design of your service provider quite right. If you’re in any way unsure about a message that purports to be from an organisation you transact with, compare it to previous correspondence from the same organisation.
  • If you’re still unsure, contact the organisation directly using a phone number from their website (not from the email) before you reply.
  • Never open an attachment that you’re unsure about as it may contain malicious software designed to infect your computer.
  • You can typically check that links in emails are legitimate by ‘hovering’ your mouse over the link to view the destination URL (web address), without risking having to click it. On your smartphone, you need to tap and hold on the link and wait for the URL to appear.
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