Protect Your Credit and Cashpoint Cards

The National Bank has leading edge security systems and processes in place to minimise the risk of credit card fraud so you can feel more secure about using your credit card, no matter where in the world you are.  And we're always available to help which provides assurance if something goes wrong.

• Our world class security systems
• Tips for avoiding card fraud
• Tips for online or telephone shopping
• Who to contact
• Chip card security

Our world class security systems

Our proactive fraud monitoring systems constantly monitor all credit card transactions identifying those that appear to be outside a customer's normal spending pattern and may indicate someone else is using the card fraudulently. In some cases where there is a strong indication of fraud we may place a temporary block on the credit card, until you are contacted, to avoid any further fraud taking place.

You won't lose out if fraudulent activity is found to have been committed on your credit card as our zero liability policy means that you are refunded in full so pay nothing, as long as you haven't participated or contributed to the loss or fraud in any way, e.g. giving out your PIN.

Tips for avoiding card fraud

Personal information

• Select a PIN that cannot be easily guessed (e.g. don't use simple sequences such as 1234). Don't write it down or disclose it to anyone - including the Bank or the Police
• Keep your personal information, including mobile phone number,
  up-to-date so we can contact you if an unusual transaction is detected.
• Let us know your travel plans, especially when travelling overseas as this helps us monitor unusual transactions.

Using your card

• Sign your card when you receive it and contact us if an expected card doesn't arrive.
• Make sure when entering your PIN that it cannot be seen by anyone else. Watch out for people looking over your shoulder.
• Look out for unfamiliar fixtures on ATMs. These fixtures will not appear to be part of the normal ATM, or are attached to the slot where you insert your card. If you notice something suspicious don't use it and report it to the Bank immediately.
• After a purchase, check the card returned is your card.
• Keep your transaction receipts and check them against your monthly statements or on Online Banking.  Contact us immediately if there are any transactions you don't recognise.

Tips for online or telephone shopping

Using your card

• Never give your PIN over the phone and only give your card details if you have personally made the call to a known company.
• Always use a secure website to protect your card details - look for the padlock or unbroken key symbol and check the internet address starts with https :// instead of http:// as this is a sign of security, unsolicited 'spam' emails that request sensitive card or account information. Remember we will never ask you for your PIN or Online Banking password.

Who to contact

If you think your Cashpoint or credit cards are lost or stolen or you suspect fraudulent activity, please contact The National Bank as soon as possible. We're available 24 hours, 7 days a week.

For lost or stolen credit cards:

In New Zealand call 0800 724 200
From overseas contact us on these numbers.

For lost or stolen Cashpoint cards:

In New Zealand call 0800 724 200
From overseas call +64 4 382 9608

For suspected fraudulent activity on Cashpoint or credit cards:

In New Zealand call 0800 741 741
From overseas call +64 4 382 9608

Chip card security

At the National Bank we take your security seriously. That’s why we’ve added an electronic chip to your card.

We are progressively adding electronic chips to our range of cards to provide you with enhanced protection against fraud.

The National Bank is always working on card security and these changes are consistent with new global standards which will also make it easier to use your card overseas.

The FAQs below answer some common questions about 'chip' cards.

What is a chip card?

A chip card has an embedded security microchip. A credit, prepaid or debit card with a security chip is more secure than one with just the magnetic stripe on the back of the card, as the security chip makes it more difficult to fraudulently copy the credit card details.

What does this mean to National Bank customers?

From June 2010 you will begin to see new and replacement National Bank credit cards with chips on them. We will be progressively adding chips to each of our card products throughout the year.

If you do not already have a PIN you will need to load one to your new chip card. To load a PIN on your card, please visit any branch of The National Bank with photo identification.

This is to ensure that it can be used in EFTPOS terminals and ATMs that require PIN use and that your card is as secure as possible.

What are the benefits of a chip card?

• More secure - a card with a security chip is more secure than one with just the magnetic stripe on the back of the card, as it makes it harder for fraudsters to copy credit card details.
• More readily accepted overseas - chip technology is fast becoming the global standard for card security. In Europe and Asia, it is already being widely used and has proven to be effective in preventing fraud.

How do I use a chip card?

Chip cards can be used in all the places you use non-chip cards (such as ATMs), however at most EFTPOS terminals you should:

• 'dip' your card into the terminal, instead of swiping it (see below)
• leave your card in the terminal for the whole transaction
• remove your card once the transaction is complete.

Occasionally, when using an older EFTPOS terminal, you will need to use your chip card in same way as your previous card:

• swipe your card through the EFTPOS terminal
• enter your Personal Identification Number (PIN) or sign the receipt to authorise the transaction.

How does a chip card differ from a card with just a magnetic stripe?

A chip card is more secure than a card with just a magnetic stripe on the back, because it is more difficult for someone to fraudulently copy your card.

How does the chip provide additional security and help to prevent fraud?

Chip cards can store encrypted confidential information. Each transaction generates a unique ID which significantly helps to protect the card against counterfeit fraud. It does not use any additional personal information.

Do I have to add a PIN to my chip card?

If you do not already have a PIN you will need to load one to your new chip card. This is to ensure your card can be used in EFTPOS terminals and ATMs that require PIN use and that your card is as secure as possible.

It's easy to load a PIN on your card, just pop into any National Bank branch with photo identification.

The table below outlines when a PIN must be used:

Are other countries planning to use chip cards?

Chip is fast becoming the global standard for card security. Chip cards are now the dominant card type for transactions throughout Europe and increasingly in Asia. Many countries are in the process of changing over to chip card technology.

I am travelling overseas, how will this affect me?

Many countries have recently migrated to chip and PIN technology. If you do not already use a PIN we strongly recommend you load one on your new chip card. In some countries merchants may be reluctant to accept credit cards without a chip and many will expect a PIN to be used. To load a PIN on your card, visit any branch of The National Bank with photo identification.

Please note that merchants in certain overseas countries, such as the United States, may not be able to process transactions using chip and PIN and will therefore ask you to sign as usual to complete your purchase.

I have a PIN, why was I asked to sign?

Chip transactions are performed to the highest level of security that both the chip card and merchant EFTPOS terminal support. In some instances you will be prompted by the terminal to sign. This is normal and does not indicate any problem.

Does the chip store additional information regarding my transactions and personal information?

No, the chip doesn't contain any additional personal information. The chip holds the same personal data as that on the magnetic stripe (e.g. cardholder name, card number and expiry date), and the chip also provides additional security features to safeguard against counterfeiting.