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Credit Card Fraud Detection System

Posted by FWCL FWCL
Message 1 of 6 966 Views

I have to say I'm very disappointed with Bankwest's fraud detection system. I've had my card for 15 years and average balance always in the $3-4k mark. Then on 12/2, numerous USD transactions from an unidentifiable person were charged to my card. Same identifyer number just kept putting amounts through until the limit was breached. I found out on 16/2 and immediately called Bankwest. Was told to cancel and lodge dispute. Card was cancelled so I cannot then access info on the transactions. Had to go to a branch to get a printout. Now I check my account, further transactions from the same identifier were authorised on 19/2! Also hit with an over credit fee. So in total 17 transactions were approved totalling more than $13k for "advertising services" in USD from someone with a no-name identifier. What kind of fraud detection is in place? A few years ago I had an unauthorised transaction go through Paypal and their fraud detection system picked it up immediately and advsied me.

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Re: Credit Card Fraud Detection System

Posted by MegB MegB
Message 2 of 6 955 Views

I'm so sorry this has happened @FWCL, what a frustrating and stressful situation. 

Would you mind sending me through an email to forum@bankwest.com.au with your Forum username, full name and best contact number so I can have this looked into further for you?

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Re: Credit Card Fraud Detection System

Posted by FWCL FWCL
Message 3 of 6 954 Views

Have just sent my details

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Re: Credit Card Fraud Detection System

Posted by MegB MegB
Message 4 of 6 953 Views

Thanks for that @FWCL, I've forwarded this through and a specialist will be in touch by the end of the day. 

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Re: Credit Card Fraud Detection System

Posted by FWCL FWCL
Message 5 of 6 773 Views

It's almost two months now and still not resolved. After I complained, 15 of the 17 transactions was put on suspense. The other two supposedly went to another team. How difficult is it to resolve this? It's the same vendor. You need to learn from American Express for peerless customer service. One call to Amex and everything resolved. I'm waiting for the credit so that I can close my account and leave Bankwest.

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Re: Credit Card Fraud Detection System

Posted by DanaeC DanaeC
Message 6 of 6 767 Views

Hi @FWCL, I am sorry to hear that this is still ongoing.

If you could please send through your full name, Forum username and best contact number to Forum@Bankwest.com.au, we'll follow up and get in touch to discuss this with you.

Thank you.

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