Lost or Stolen Credit Card Guide

Immediate Actions:

  • Call your bank immediately
  • Lock card through mobile app
  • Report unauthorized charges
  • Request replacement card

Emergency Contact Numbers

24/7 Card Services

  • ANZ: 0800 658 044
  • ASB: 0800 803 804
  • BNZ: 0800 275 269
  • Westpac: 0800 888 111
  • Kiwibank: 0800 113 355

Save these numbers in your phone now - don't wait until you need them!

Step-by-Step Response Plan

1. Immediate Card Lock

  • Use mobile banking app to lock card
  • Call bank to report card missing
  • Note date and time of report
  • Get reference number for report

2. Review Recent Transactions

  • Check online banking for suspicious activity
  • Note any unauthorized transactions
  • Screenshot or document suspicious charges
  • Report fraudulent transactions immediately

3. File Police Report

  • Required if card was stolen
  • File report online or at police station
  • Get police report number
  • Share report number with bank

4. Request Replacement Card

  • Confirm mailing address
  • Ask about expedited delivery
  • Get temporary card if available
  • Update card number with billers

Protecting Your Account

Immediate Actions

  • Change online banking password
  • Update linked accounts
  • Monitor account daily
  • Enable extra security features

Follow-up Steps

  • Check credit report
  • Update automatic payments
  • Document all communications
  • Review account statements

Your Rights and Protections

Zero Liability Protection

  • Not liable for unauthorized charges after reporting
  • Limited liability before reporting ($50 maximum)
  • Must report within reasonable timeframe
  • Keep all documentation of fraud claims

Updating Automatic Payments

Create a list of services that need updating:

  • Streaming services (Netflix, Spotify)
  • Utility bills and insurance
  • Online shopping accounts
  • Transportation apps
  • Subscription services

Preventing Future Loss

Security Best Practices

  • Keep photo of card details (stored securely)
  • Enable transaction notifications
  • Regularly check card location
  • Use digital wallet when possible
  • Keep emergency numbers handy

Common Questions

How long until I get a replacement card?

Standard delivery is 5-7 business days. Express delivery may be available for an additional fee.

Will I get refunded for fraudulent charges?

Yes, unauthorized charges are typically refunded after investigation. Document and report them immediately.

What if I find my card after reporting it lost?

Do not use the recovered card - it has been deactivated. Destroy it and wait for your replacement.

Important Reminders

  • Never delay reporting a lost or stolen card
  • Keep all documentation of your report
  • Monitor your account closely for 30 days
  • Update automatic payments promptly
  • Check credit report for suspicious activity