Transaction monitoring, card security & Visa Secure

P&N Bank is committed to ensuring all your transactions, whether online, in-store or withdrawing cash at an ATM, is safe, secure and follows the latest industry best practices.

With a combination of monitoring transactions for fraud, an extra layer of security through Visa Secure and card security features such as card controls, you can rest assured we are doing all we can to keep you and your money safe.

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 working days, contact us on 13 25 77.
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 13 25 77 or using internet banking or our mobile 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 13 25 77 during business hours and they will be able to confirm if the call you received was from the P&N Bank fraud department.

Visa Secure

When you shop online, it’s important to know that your transactions are secure. To ensure your security, P&N Bank Visa Credit cards and Visa Debit cards are equipped with protection from Visa Secure, which provides P&N Bank members with an additional layer of protection when purchasing goods and services online through participating Visa Secure merchants.

When you make a purchase online with a participating merchant, your transaction will be assessed to determine if a second level of verification is required. If it is determined that additional verification is necessary you will be required to enter a security code, which will be sent to the mobile number that you have registered with P&N Bank. Once received the code can be entered and the transaction can be finalised.

When you complete your payment with Visa Secure, P&N Bank is able to make additional security checks to ensure your card details have not been compromised. P&N Bank want to make sure that it’s really you making the purchase before they authorise the payment.