International & Travel

[#1]

Hello,

I’m on holiday in London and I think my bank account has been hacked. 

I just checked my account balance and noticed 3 x withdrawals totalling $981.84 Aus dollars from a company called 'Schoolsfirst Costa Mesa US' which is not anything I have authorised or bought from.

I can’t call the helpline number or fill out the form and fax it while we are travelling what should I do?

Regards,

Kelli

[#2 · Accepted solution]

Hi @K_Morris, I'm really sorry to hear that this has happened to you. Via the Forum I am unable to identify you, so if you are unsure of a transaction on your account, it would be best to speak with our Contact Centre so that they can look into this. For security purposes it would also be best for us to place a temporary hold on the card in question, to ensure that if it has been used without your knowledge or consent, nothing further can be debited. You may then be able to arrange an Emergency Replacement Card with MasterCard International* via the details below, so you don't have to stress about being stuck! You can login to Online Banking and select the "Chat Now" button at the bottom of your screen and discuss this with a consultant between 7am - 6pm Monday - Friday AWST. They will be able to view further details of the transaction and look more into what has happened. Alternatively, you can call our Contact Centre at any time for further assistance. I hope this helps!

*MasterCard International can offer assistance with emergency cash or card replacement. They can be contacted on +1 636 722 7111. If using an International Operator you may reverse the charges when calling from a landline telephone. Please note that we have no control over any charges applied by the local or international telephone company for contacting the operator.