Seen some suspicious activity on your account or think you may have been tricked into paying a scammer? Here’s what you need to do.
What is fraud?
Fraud is when someone steals your personal details and uses them to make a transaction from your account. It’s a transaction you didn't make.
What is a scam?
A scam is where you’re tricked into giving money to a scammer. Scammers impersonate people and organisations, through emails, phone calls, and texts that seem genuine.
Card transaction you don't recognise.
If you’ve been a victim of fraud, you’ll likely realise when there’s a card transaction on your account that you didn’t make.
Safety tip: If you are concerned about your card, remember you can temporarily block your card in Online Banking or your Cashplus App.
If you see an unfamiliar transaction, here’s what to do:
Review the transaction
- Check your statements to make sure you have all the details of the unusual activity and transactions.
- If you have additional cards connected to your account, check with the other cardholders whether they have made the payment or have possibly set up a regular payment.
- Check how many payments you’ve made to this vendor and whether it’s a regular transaction set up previously. For example, it may be part of a free trial that has not been cancelled.
- If you think you’ve used the merchant previously, you should contact the merchant as well as Cashplus.
- If the merchant is familiar but the amount isn’t, check whether the merchant is based overseas. If they are, check the exchange rates as foreign currency transactions may be different in sterling, which may be why it isn’t familiar.
- Check the business name. Some may show as a different name on your statement to the business you have made a payment to.
If you still don’t recognise the transaction
- Block your card in the app or Online Banking so that no further transactions can be made.
- Contact us on 0330 024 0924 (from abroad call +44 207 153 8940), or report on Online Banking
- If you suspect your account has been fully compromised by a fraudster, we can block the whole account. We will then need to verify your identity and address to reset it.
- Our team may request follow up details. Please provide these to us as soon as possible.
- We’ll provide an update on your case within five working days provided we have all the information we need from you.
- Contact Action Fraud (the UK's national reporting centre for fraud and cyber crime) via their website or on 0300 123 2040.
- If your card is lost or stolen, you can report it as lost or stolen via the app, Online Banking or by calling us.
Think you’ve made a payment to a scammer?
If you’ve been a victim of a scam, you’ll likely realise when you’ve made a payment to an individual and the goods or services promised have not turned up or the person you’ve paid is no longer contactable.
If you think you’ve paid a scammer, here’s what to do:
- Contact us on 0330 024 0924 (from abroad call +44 207 153 8940) as soon as you realise you may have paid a scammer.
- Check your statements to make sure you have all the details of the unrecognised payments.
- Please include everything that took place as this will assist the investigation and help us try to recover any funds.
- Our team may request follow up details so please provide these to us as soon as possible.
- We’ll provide an update on your case within five working days provided we have all the information we’ve requested from you.
- Contact Action Fraud (the UK's national reporting centre for fraud and cyber crime) via their website or on 0300 123 2040.
Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK.
For full website terms including information on Cashplus Bank, Mastercard and use of Trademarks, please see our full legal disclosures at https://www.cashplus.com/legal/.
Advanced Payment Solutions Limited (APS), trading as Cashplus Bank, is registered in England and Wales at Cottons Centre, Cottons Lane, London SE1 2QG (No.04947027). APS is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Firm Reference Number 671140.
APS provides credit facilities subject to approval and affordability, and where accounts continue to meet APS credit criteria.
