Fraud, scams and security FAQs.

If you feel your Online Banking security has been compromised, contact Defence Bank immediately on 1800 033 139 or visit your local branch to arrange a new password.

Need to verify that you are speaking to a Defence Bank Employee? utilise our Verify Defence Bank service.

Staying safe online.

You can cancel your credit or debit card through either Online Banking or the Defence Bank mobile app.

Online Banking.

Select Services > Card Management, then select the card you wish to report and follow the prompts.

Mobile app.

Select Manage Accounts > Manage Cards, then select the card you wish to report and follow the prompts.

You can then order a replacement card within the mobile app and be issued with a virtual card which you can add to your digital wallet and use immediately. This removes the stress and inconvenience of having to wait until a physical card arrives in the mail.

Alternatively, you can contact us and we can block your card and arrange a new one for you.

Yes please - our fraud team are monitoring transactions for suspect and unusual activity 24/7.

Log in to your account using the Mobile App and selecting Overseas Travel from the menu.

Then select Your Travel Plans. Record your travel dates, destinations and contact details just in case we need to contact you to confirm any transactions while you are away.

Of course you can always call us on 1800 033 139 or visit your local branch to give us details of your travel plans.

You can click on the transaction within your online banking or through the app to get more information. This will often give you additional details, such as contact numbers or email addresses to get in touch directly with the merchant.
If you’re still unsure, we can always look into it for you - call our Contact Centre or visit us in-branch. Outside of business hours, you can send us a Secure Message to get on top of it as quickly as possible.

In some cases, the account you incorrectly sent the funds to may not currently be active, in which case the funds will bounce back into your Defence Bank account within 3-5 business days.
If the account is active, we can lodge a trace on the money and attempt to retrieve it for you. Get in touch with our Contact Centre or your nearest branch and we can get this process started as quickly as possible for you. The quicker we get this trace lodged, the more likely it is we can retrieve your funds.

If you don’t recognise a transaction on your account, use our “Look Who’s Charging” feature.

  1. If you are in the mobile app simply tap the transaction you need further information about.
  2. If you are in Online Banking click on the red ellipsis (ie. '…').
  3. Look Who’s Charging will display extended transaction information including the exact address, trading or business name (which can be different to the merchant name), merchant contact details and for some transactions a map showing the location.

If you are still unsure the transaction, call us on 1800 033 139, visit your local branch or send a Secure Message to request further assistance.

Warning: DO NOT send sensitive information such as login details and passwords.