How these close calls can help you stop a scam

When it comes to protecting your money, knowing the signs of a scam – and what to do if a scammer strikes – makes all the difference. Here, we’re sharing lessons from three real-life close calls to help keep you one step ahead.

5 minutes

Scammers can target anyone, and they go to great lengths to subtly slip into everyday situations, when you least expect it. Scammers use a range of sophisticated tactics with one clear objective: to access your hard-earned savings.

In the case studies below, you’ll see how three Macquarie customers^*came close to being scammed, starting by simply answering their phone, shopping online, and receiving an email.

Case study one: Luca and the phoney payment portal

Luca was selling an item in an online marketplace. A scammer came across Luca’s advertisement and pretended to be a legitimate buyer. They sent a link to Luca with details to fill in, claiming it would be used to pay Luca and arrange delivery.

The link took Luca through to a website impersonating a popular postal service, asking for Luca’s Macquarie login details and card information. Luca shared this information, thinking it was necessary to complete the sale.

Luca became suspicious when he saw notifications appear via his Macquarie Authenticator app asking him to authorise payments he didn’t recognise. Luca declined the payment requests via Macquarie Authenticator.

Luca rang us immediately to help secure his accounts, and no money was lost.

Three important lessons

	Never give away your banking login details.
	Enable two-factor authentication to keep your accounts protected. With Macquarie Authenticator, you can choose between Enhanced and Ultimate mode to help keep your banking secure.
	Always contact your bank if you spot unusual transactions.

Case study two: Tina and the fake security scare

Tina received a call from a scammer, saying her bank accounts were facing a security threat, and needed to be protected. As part of a fake 'identification' process, Tina shared her Macquarie ID and password.

The scammer then attempted to take tens of thousands of dollars from Tina’s Macquarie account.

Our systems automatically declined the payment due to its unusual and high-risk nature. At the same time, we sent Tina a notification requesting she get in touch with us as soon as possible.

In the meantime, the scammer phoned us from a private number several times, attempting to impersonate Tina and remove restrictions from her account. Each attempt was unsuccessful - warning signs including a sense of urgency from the caller raised red flags with our team.

The real Tina called us, confirming she was being scammed, and no money was lost.

Three important lessons

	Never give away your banking login details.
	Always independently verify an unexpected message from your bank.
	If you think you’ve been scammed, contact your bank using details you have independently verified.

Security tip

Be aware that scammers may contact you claiming to be from one bank, promising they can help protect the accounts you have with other banks. A bank will never call you and ask for access to accounts you hold with other banks to ‘protect’ you. Even if the call, email or text sounds legitimate – hang up, delete and ignore.

Case study three: Charlotte and the hacked email chain

Charlotte was emailing her conveyancer to organise payment for her property settlement. She was sending emails to a trusted email address to sort out the final details of this important milestone.

During the process, the conveyancer’s email account was hacked, and Charlotte was sent an invoice with fraudulent banking details to transfer her savings to.

Charlotte sent a withdrawal request to us, containing the fraudulent banking details. In response, we sent Charlotte an email, recommending she verbally validate the payment details before proceeding.

Charlotte followed this instruction, and when she called her conveyancer to cross-check the account details, she discovered she was being scammed.

Charlotte contacted us to let us know about the scam attempt, and no money was lost.

Three important lessons

	Ensure you have checked and independently verified a new payee’s details before proceeding - Macquarie cannot do this for you.
	Verbally validate the details of large transactions, using a phone number you trust. Remember to use a phone number you have independently verified – not one that appears on an invoice or email you have received.
	Always contact your bank if you have made a payment and you think it may have been as a result of a fraudulent request.

Real-life stories, real-life impact

The emotional impact of a scam, or even a brush with a scammer, can be as impactful as the financial one. Sometimes, it can be life changing.

It’s important for victims of scams to know they’re not alone, and that there are resources and support services to help them on the road to recovery:

If you know or suspect someone in your life has been scammed, ScamWatch has resources and guides to help you give support.
If you've been scammed, there are steps you can follow, and support you can seek, to recover financially and emotionally.

How to report suspicious activity to Macquarie

If you experience a security scare, we are available 24/7, on the phone and via live chat. Here is how Macquarie customers can get in touch with us if they suspect they’ve been scammed, or spot suspicious activity on their accounts.

Additional Information

*Names have been changed.

The information in this article was finalised on 11 August 2025.

This article was prepared by Macquarie Bank Limited ABN 46 008 583 542 AFSL and Australian Credit Licence 237502 and doesn’t take into account your objectives, financial situation or needs – consider if right for you. The information provided is informed by resources published by the ACCC’s ScamWatch and the National Anti-Scam Centre.