We are aware of scammers posing as Geelong Bank staff requesting access to personal information.
Scammers can make their calls and messages to appear like they are coming from Geelong Bank. These scammers may claim your account or card has been compromised and they are trying to help you.
How to protect yourself
Geelong Bank will NEVER ask you for your passwords, full card number, PIN or One-Time Password over email or the phone. Never give out this information to anyone.
We encourage you to Stop. Check. Protect. If you are unsure about a phone call hang up immediately and call us directly. Never click on links in unexpected text messages.
Keeping you updated
Keep an eye on our website and social media for regular updates on scams and how best you can protect yourself.
Get in touch if you need us
If you need help or believe you have been a victim to a scam, please call us on 1300 361 555, email us at info@geelongbank.com.au Monday to Friday 9am-5pm or call into our office for personal service Monday to Friday 9:30am to 4pm.
We take the security of your information and accounts seriously.
Accordingly, we have employed a wide range of security measures to help protect your personal information and transactions. These measures extend from data encryption to firewalls to automatic timeouts. Therefore, when you do your banking online with us, you can be assured that your banking is safeguarded and protected.
We will never ask for your password, PIN or One-Time Password to be disclosed via a link within an email message, over the phone or in text message.
If you receive an email or phone call of this nature, terminated the call immediately and delete any emails or text messages and notify us on 1300 361 555.
We take the protection and security of your information, transaction data and privacy seriously.
Choose passwords that are easily remembered but do not use your date of birth, phone number, name/s or anything that can be easily guessed.
Change your passwords regularly and make them at least 12 or more characters, with a combination of letters, numbers and special characters.
Do not disclosure your banking details or passwords to anyone even your partner or family members.
Phone numbers we may call or message you from:
Furthermore, in the unlikely event that an unauthorised transaction does occur on your account, we guarantee that you will not be liable for any unauthorised transaction carried out (provided you meet your obligations under our Product Disclosure Statement - Conditions of Use, the ASIC ePayments Code and you haven't contributed to the loss).
It's all part of our commitment to you, our members.
See our Online Security FAQs for more information.
As your financial institution, we take the protection of your information and transaction data very seriously. But online security is a partnership between us (as the provider of online banking services to you) and you (the user of these services). As such, it's important that you do two things:
Technology cannot automatically protect you against all fraud and security risks. A range of email and other online frauds have been attempted over the last few years; these scams will continue and you should be aware of them.
Things you can do to keep informed:
Equally, technological protection cannot protect you if you are careless with your personal information. You need to play your part in protecting your information responsibly and in accordance with our terms and conditions.
Confirmation of Payee is an industry-wide service that adds a layer of protection for payments to a BSB and account number. It checks the account name, BSB and account number you’ve entered against the details held by the recipient’s bank and lets you know whether it’s a match.
Confirmation of Payee is an initiative of Australian Payments Plus, the same organisation that also provides trusted payment services like BPAY, Osko, eftpos, PayID and PayTo.
Confirmation of Payee adds a new layer of protection when paying a person or business. It matches the account details you’ve entered with the account details held by the recipient’s bank before you send money to a BSB and account number, helping to safeguard against scams and mistaken payments.
How do I activate Confirmation of Payee?
You don’t need to do anything. Confirmation of Payee will soon be available. When you make a payment to a BSB and account number, or edit a payee’s BSB and account number, you will be given the match result before you make a payment.
How does Confirmation of Payee work?
When you make a payment to a BSB and account number, Confirmation of Payee checks the details you enter against the name, BSB and account number held by the recipient’s bank and gives you a match outcome. That helps you decide what you want to do next – and gives you more confidence that the money you’re paying is going to the right account.
How does Confirmation of Payee check my details?
Confirmation of Payee checks the account name, BSB and account number you’ve entered against the details held by the recipient’s bank to let you know whether it’s a match or a close match – or if the details don’t match at all. All Confirmation of Payee information is passed securely between financial institutions to ensure your data remains safe.
I’m receiving money into my account – who can see my information?
If you are receiving money into a personal account, the person who’s paying you will be shown the account name only if the name they have entered is a match or a close match. If any of these details are incorrect, the name will not be shown to protect your privacy.
If you’re a business or government organisation account that’s receiving a payment, the name of your account will be shown to the payer, regardless of whether it’s a match or not.
When does Confirmation of Payee check payment details?
Confirmation of Payee will check account details for all first-time payments or future dated first-time payment set up to a BSB and account number and when you make amendments to your online banking address book. Additional checks may be made depending on the financial institution.
What do the match outcomes mean?
Match The account details you entered match the bank records of the intended recipient, and the recipient's name will be displayed.
Close Match The account details you entered closely match the bank records of the intended recipient, and the recipient's name will be displayed.
No Match The account details you entered do not match the bank records of the intended recipient. The recipient's name will not be displayed unless it is a business or government organisation.
Error The service could not confirm the account details you entered match.
Can I still make the payment whatever the match outcome?
Yes. Confirmation of Payee will never stop you from completing a payment. We encourage you to be scam aware and always take steps to make sure you know who you are paying, as scams or mistaken payments may be difficult to retrieve.
What information should I share when I want to receive payments?
If you want to get paid without any confusion or potential delays, you should share the name, BSB and account number for your bank account. This is especially important if you’re a business with an account name that differs from the name you’re using to take a payment; for instance, if you have a different trading name for a particular part of your business.
Can I opt out of having my name displayed to others?
Eligible customers may request to be opted-out of the Confirmation of Payee service. This means your account name and match outcome will not be displayed to payers and could impact the likelihood of the payer proceeding with the payment. To understand the opt out process and the implications, please contact us on 1300 361 555.
I’ve changed my name, how do I update so the service shows my new name?
To ensure your name is accurate in the Confirmation of Payee service, please contact us on 1300 361 555.
Geelong Bank has introduced the holding of OSKO payments as a new feature to enhance our fraud monitoring service and respond to the latest fraud and scams. It aims to reduce fraud losses by preventing fraudulent payments from being processed.
Some payments may be held and alerted for review. Payments can be held for up to 24 hours. Any further outgoing OSKO payments from your account will be declined until the transaction in question is confirmed.
Members will receive one-way SMS notifications at each stage of the process and you will not need to reprocess your payments. If you confirm the transaction as unauthorised we will cancel it and return the funds to your account. If the transaction is genuine, it will be allowed to process. If you do not make contact to our Fraud department, the payment will be rejected after 24 hours.
A one-way SMS will be sent from the following numbers:
The messages may ask you to contact 1300 705 750.
If you receive any text messages claiming to be from Geelong Bank which doesn’t come from the above numbers or any listed on our website please call us immediately to notify us.
If you have any questions about payments being held please contact us on 1300 361 555.
The SMS One Time Password provides an additional layer of security when you transact online.
This is a once-only, random generated password (the One Time Password) which is sent to the phone number which has been pre-registered by you to receive the One Time Password.
After activating your SMS One Time Password (OTP), you will be required to use it for the following functions:
Please follow the steps below to activate:
We provide 24/7 card transaction monitoring protection of your account.
Our external fraud team may contact you by phone or SMS if we detect any suspicious activity. If an analyst detects any suspicious transactions or unusual spending patterns, they will confirm the transactions by sending an SMS text message from the following phone numbers:
They may also instruct you to call 1300 705 750 or +61 282 999 534.
Sometimes, we may need to restrict your card until we confirm the transaction with you. Please ensure your contact details are correct, as this will assist us to quickly confirm the information with you.
Our fraud teams are here to help and protect you.
Always remember:
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