Fraud Bureau Services

Fraud Bureau Service 

Managed by expert fraud specialists, the Fraud Bureau Service (FBS) offers our members 24/7 protection against fraudulent transactions throughout the year.

If they cannot get in touch with you, they will assess whether the transaction is suspicious based on various criteria. They might temporarily block your account for safety until they can contact you.

Cards & New Payments Platform (NPP) Services

Low risk transactions

For card transactions deemed low risk and marked as suspicious, a 2-way SMS will be sent to you, asking you to reply “YES” (if the transaction is legitimate) or “NO” (if the transaction is fraudulent).

Low risk transactions include:

Card alerts only (not (NPP) or transfers).
Card-not-present transactions
Visa payWave transactions.

If you are 70 years old or younger, the 2-way SMS will come from the number 0489 988 024 and will include the following message:

Approved transaction confirmed as fraud

If you respond “YES”, all blocks will be lifted from your card and a follow-up SMS will be sent as follows.

"Thank you for confirming you made this transaction. This helps us provide you with an effective fraud monitoring service"

If you respond "No"

“Thank you for confirming you did not make this transaction. Restrictions will remain on your card to protect your funds. We will be calling you shortly to talk you through what happens next. You can also call us on 1300 705 750”

Declined transaction confirmed as fraud

If you reply "Yes", a follow-up SMS will be sent as follows:

Thank you for confirming you made this transaction. This helps us provide you with an effective fraud monitoring service. Restrictions on your card have now been removed; please re-attempt your transaction. 

If you reply "No" a follow-up SMS will be sent as follows:

Thank you for confirming you did not make this transaction. Restrictions will remain on your card to protect your funds. We will be calling you shortly to talk you through what happens next. You can also call us on 1300 705 750. 

The FBS may block a transaction if they believe it to be suspicious.  If their investigation shows that the transaction was genuine, they will remove the block and send you a 1-way SMS (an SMS that you DO NOT need to respond to). You will then need to retry the transaction.  The 1-way SMS will be sent to you from phone number 0437 126 492 and will contain the following message: "Your card/account was recently restricted due to an attempted transaction at XXXXX for $XXXXX.XX at HH:MM AEST/AEDT. We have reviewed the transaction and removed the restriction. Please contact us if you are unaware of this transaction. Credit Union SA Fraud Department." If the transaction is not genuine, please call the FBS on 1300 705 750.

How to validate our call You will never be asked to provide your Access Code, One Time Passcode (OTP), card number or Internet Banking details. The SMS service will never contain links. If you receive a call from the FBS, you will never be asked any personal details. The call will come from a Sydney-based landline, and we will leave you a message to call us back. You will then have the option of confirming the legitimacy of the call by visiting this page of our website to find the number below: 1300 705 750 This will connect you with the FBS team. You will then be required to quote your Member number or mobile number, and an FBS specialist will be able to confirm the reason for the call. More information to learn more about our Fraud Bureau Service, call us on 13 8777. For more information about protecting your personal information and accounts, check out our Security Centre.