When you’re with SBS, you’re placing your trust in us to keep your money and your details safe. That’s a partnership we take very seriously. SBS (or any bank) will never ask you for your bank passwords or PIN numbers - in person, on the phone, in writing or by email. A bank email will also never have a link in the email and ask you to log into your account. If you get any such requests, phone SBS on 0800 727 2265 immediately to report it.
How to avoid scams
- Never tell anyone your login details, PIN, passwords or verification codes – not the police, bank staff, friends or family.
- Check your statements. Advise your bank immediately of any unauthorised transactions.
- If you suspect you’ve been taken in by a scam, even if you’re not sure, please contact us on 0800 727 2265 as soon as possible.
What to expect during an SBS phone conversation
- If we call to discuss your accounts, we will ask a series of questions to identify you before we discuss your accounts with you. If you’re ever concerned about these calls, please phone our Contact Centre on 0800 727 2265.
- Likewise, when you phone us, we’ll ask you for a verbal passphrase and/or a series of questions to identify you. Your verbal passphrase should not be the same as your internet banking password.
How we protect your information
SBS Bank takes the security of your personal information very seriously. All stored customer information is protected from unauthorised access through the use of passwords, user log-ons and other security procedures.
We will only disclose your personal information to third parties in line with the Privacy Statement in our General Terms and Conditions, or if you have otherwise authorised us to do so. For further details on how SBS Bank collects, uses and discloses your personal information, please refer to SBS Bank General Terms and Conditions.
Online banking security
If your internet banking password is entered incorrectly three times, access to the service will be blocked. This prevents anyone making multiple attempts to guess your password. You can reset your password by calling us on 0800 727 2265. If your internet banking is idle for 10 minutes the system will time-out and you will have to re-enter your information.
SBS Bank is a member of the New Zealand Bankers Association and is subject to the Code of Banking Practice. The Code of Banking Practice sets out important information about our relationship with customers. This includes important information in relation to PINS and passwords, along with internet banking. For further details please refer to the Code of Banking Practice
You can protect yourself
- Don’t reveal personal or financial information in email, don’t respond to email solicitations for this information, and don’t click on links sent in emails you’re not sure of.
- Check the URL (the address) of websites. Scam websites may look identical to a real bank or business site, but the URL may have a slightly different spelling or domain (e.g.com vs .net).
- Protect your personal details (DOB, address, family names) on your social media accounts.
- Add privacy levels to your social media accounts.
We recommend you
- Install anti-virus/anti-spyware software on your computer.
- Keep your software up to date.
- Memorise your passwords and never write these down.
- Clear your temporary internet files and cache.
- Please ensure that ‘cookies’ are enabled for your web browser.
- Use strong passwords - aim for maximum characters with a mix of upper and lower case letters, numbers and symbols. Have a separate password for all online accounts and change them regularly (90 days).
- Never share your passwords with anyone – enough said!
- Think before you click on a link – ‘Phishing’ or social engineering attacks are used to trick you into revealing sensitive information. Banks will never ask for your internet banking login or password details via email or phone. Banks will never ask you to log into internet banking via a link in an email.
- Update software – regularly on your computer and smartphone. Use the most up to date operating system and latest version of your web browser.
- Back up files regularly – keep them secure. USB sticks, CD/DVDs and online storage are options.
You should be suspicious of
- Unsolicited phone calls, visits or email messages from individuals asking for information. If an unknown caller claims to be from a legitimate organisation – even if it’s one you know well – don’t use the contact details they provide to call back and verify the call is real.
- Phone calls, emails or texts advising that you’ve won a competition or ‘click to win’ surveys.
- Someone ringing to say you have an ‘issue’ with your computer.
- Emails claiming you have an inheritance from a long-lost relative.
- A request from someone you don’t know to ‘help them transfer funds’ – and they’ll give you an amount for your trouble.
- Your utility (phone, electricity, gas) company calling about an issue.
- Your bank calling.
Recent emails we’ve sent and calls we’ve made
From time to time you may receive information or a special offer from us through your email or over the phone. We save details of that contact here so you can check the email or call you received was real.
REMEMBER: SBS (or any bank) will never ask you for your bank passwords or PIN numbers - in person, on the phone, in writing or by email. A bank email will also never have a link in the email and ask you to log into your account. If you get any such requests, phone SBS on 0800 727 2265 immediately to report it.
Your SBS scam team – 0800 727 2265
Scammers can use technology to make their phone numbers looks local and they might talk about local events and weather. They can pick up quite specific details about you through public and stolen data sources and will aim to get more information to defraud you (or people/businesses connected to you) now or later. There are difference types of scams:
The ‘romance’ scam – an email/text correspondence that can go for many weeks or months with no actual meeting. But at some point, the scammer will mention money and ask you to transfer some to help them or their family. Even the smallest amount should set off alarm bells.
The ‘investment’ scam – an unexpected phone call or email offering shares in a company soon to list on the stock market with good returns. They can send documents that look genuine and websites that look real, with professional sounding staff. The Financial Markets Authority (FMA) lists all those licensed or authorised to operate in New Zealand, as well as scam and warning alerts.
Cold calling (phone) scams – people pretend to be a computer technician, from a power or phone company, police, a Government department offering a range of fake products, services, refunds, payments. Some may be urgent offers to stop a scam on your computer or your bank account, encouraging you to give them information right now. Don’t! No matter how convincing, hang up now and contact the company yourself to check the call is real.
SBS Bank has a dedicated team that looks after any threats regarding scams and fraud and constantly monitors policies and procedures to help protect your accounts. If you have any questions please phone us on 0800 727 2265 or email security@sbs.net.nz. If you have received an email from SBS Bank and think it might not be genuine, please contact us directly on 0800 727 2265 or forward the email to phishing@sbs.net.nz
Free helpful resources
- The Banking Ombudsman has a selection of fraud/scam protection information that can be found here.
- NetSafe helps New Zealand internet users to stay safe online and lists all the latest scams through www.netsafe.org.nz or freephone 0508 NETSAFE (0508 638 723).
- Financial Markets Authority (FMA) – lists warnings and alerts.