Lost or Stolen Visa Card
 
If your Visa card has been lost or stolen it is important to stop it straight away to prevent unauthorised transactions on your account. If you do not make reasonable steps to stop your card after it has been lost or stolen, you may be liable for any unauthorised transactions.

 
How to stop a Lost or Stolen Visa card.
 
  • Contact your local branch during office hours.
Our team will assist you over the phone or in branch by stopping your Visa card and ordering a replacement if required. 
 
  • Stop your card using CWCU Mobile Banking App.
If you have downloaded our Banking App, then there is a simple action to temporarily or permanently lock your card so that no one else can use it. Use the “Cards” section on the app to:
  • Temporarily block your card by using the Lock card/Unlock card switch. 
  • Permanently stop your card by pressing the “Need help with your card?” option and reporting your card lost or stolen. 
 
  • After hours helpline (24 hours a day, 7 days a week support).
If you need to stop your card after business hours, please contact our Fraud Department on one of the following numbers:
Lost Stolen Card Hotline: 1800 648 027
Fraud Department: 1300 705 750
 
  • Currently overseas? 
If you are currently overseas and need to stop your card, you can contact our Fraud Department on their international number +61 28299 9534.
 
  • SMS.
We may contact you via SMS. If we do, we will only ever ask you to reply with a Yes or No and then instruct you to call our Fraud Department.
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NOTE: If a new card is required, at any time, you will need to contact your local branch to order a replacement. Alternatively you can email [email protected]
 

How long does it take to get a replacement card? 

A replacement Visa card generally takes 3-5 business days to arrive at your local branch or 7-10 business days if mailed to you. Once you have received your new card it will need to be activated. To activate your new card please contact your local branch or use the “Cards” section on our App or “Card Management” section on Internet Banking. 
 

Unauthorised Transactions on your account?

If you notice any unauthorised transactions on your account, please contact your local branch as soon as possible and our team will assist you with our Visa Dispute process.