At BCU Bank, your security is our top priority. We're dedicated to ensuring every transaction you make – whether in-store, online, or withdrawing cash from an ATM – is protected.
With the security measures we have in place, such as transaction monitoring and card controls, your money is in good hands (or accounts!).
Card security
We use our bank cards almost daily, and by following a few simple tips, you can keep your personal banking details safe.
- Sign new cards as soon as you receive them, and destroy expired cards.
- If you are expecting a new card and don't receive it within 10 business days, contact us on 1300 228 228.
- Don't use the same PIN for all your cards, and never share it with anyone.
- Don't use an obvious code for your PIN (like your date of birth).
- Never provide your card details over the phone or online unless you're sure you're dealing with a legitimate organisation.
- Notify us immediately if your card has been lost or stolen. You can do this by calling us on 1300 228 228 or using internet banking or the BCU Bank app.
- Stay alert and protect your details at the ATM, and report any suspicious behaviour.
Transaction monitoring
In addition to our other security measures, we monitor the following transactions 24 hours a day, seven days a week:
- Visa Credit card and Visa Debit card transactions
- Online transactions through internet banking and the BCU Bank app
Although fraud monitoring for Visa Credit and Debit cards and online transactions operates 24 hours a day, our Fraud Department will only contact members between the hours of 7am and 10pm (AEST). For all other monitoring, we will only contact you during business hours Monday to Friday.
Who will contact me?
Where transaction monitoring identifies a transaction that requires your confirmation, our external fraud department will contact you via phone or SMS detailing the transaction in question. You will be asked about the transaction and need to confirm it as genuine or unauthorised. You may be asked to reply Y or N to the SMS, or in some cases you will be asked to call us back.
What do I need to do?
If you receive a text message requesting you call back in regards to a transaction on your account, please contact our external fraud department on 1300 705 750 to discuss the details of the payment.
You should be wary of unsolicited calls supposedly from your financial institution. Should you have concerns about who you are speaking with, do not provide any banking or personal information and hang up immediately. You should then advise our contact centre on 1300 228 228 during business hours and they will be able to confirm if the call you received was from the BCU fraud department.
Visa Secure
At BCU Bank, we prioritise your online shopping security. That's why our Visa Credit and Debit cards come equipped with protection from Visa Secure.
With Visa Secure, you get an extra layer of security when making online purchases from participating merchants. It works by assessing the transaction each time you buy something online. If additional verification is needed, you'll either receive a security code to your registered mobile number with BCU Bank, or authenticate the transaction using your BCU membership details. Once verified, the transaction goes through.
This added security feature not only prevents unauthorised use of your details, but also assures retailers that their customers are protected. Plus, it allows BCU Bank to conduct extra security checks to ensure your card details have not been compromised.
At BCU Bank, we believe in making sure it's really you behind every purchase – the same way we do when you use your PIN at an ATM. We're dedicated to providing the same high standards of protection online as well.
Because we're here to help
Talk to the team
Got a question? Call us on 1300 228 228, pop into your local branch, or chat to us online.
Find your local branch
You’ll find us from Maroochydore to Port Macquarie – drop in and say hi!
Get answers online
Check out our how-to guides, search our FAQs, and find support services.
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