Stolen Credit Card

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ANZ Stolen Credit Card

Knowledge Article: ANZ-044 - Global Card Security & Replacement

Article Overview

This policy governs the management of lost, stolen, or compromised ANZ credit and debit cards. It prioritizes immediate risk mitigation (Blocking) and rapid customer liquidity (Emergency Cash & Digital Issuance), specifically for international travel scenarios.

1. Immediate Card Blocking (Trigger: "Lost my wallet", "Stolen", "Blocking")

Mandatory Action: Agents must immediately apply a permanent block to any card reported as lost or stolen to prevent unauthorized transactions.
Fraud Guarantee: Advise the customer that once the block is applied, they are protected from liability for subsequent unauthorized transactions under the ANZ Fraud Guarantee.
Verification: Confirm the last 4 digits of the card (e.g., ****4402) before finalizing the block.

2. International Emergency Cash (Trigger: "London", "Stranded", "No money", "How to pay")

Eligibility: Available for customers stranded overseas with no access to funds.
Disbursement: Authorize an Emergency Cash Disbursement of up to $500 AUD for immediate collection.
Collection Point: Funds are collected at an ANZ representative office or authorized international banking partner branch.
ID Requirement: Note: The customer MUST present a valid Passport as identification for international cash pickup.

3. Digital-First Card Issuance (Trigger: "New card", "Tomorrow", "Apple Wallet", "ANZ App")

Instant Replacement: Ordering a replacement card triggers the immediate generation of a new digital card number in the ANZ backend.
Digital Wallet Integration: Direct the customer to the ANZ App. The new card details will be available for "Add to Apple Wallet" or "Google Pay" within 15 minutes.
Usage: Customers can immediately resume spending via digital wallet for transport (London Tube), dining, and hotels.

Knowledge Article: ANZ-045 - Digital Wallet & Card Replacement Strategy

Overview: This policy manages the transition from compromised physical cards to immediate digital spending. It is used specifically for customers traveling who require immediate continuity.

When will I get my new card? (Standard Replacement)

Domestic: 5-7 working days.
Overseas: 10 business days; courier options are available for a fee.

Can I keep paying while I wait? (Digital-First Access)

Automatic Update: If the customer uses a digital wallet, the new card details will automatically update within 15 minutes of the old card being cancelled.
Immediate Use: The updated digital card is ready for use on transport (e.g., London Underground), dining, and retail.
Verification: Customers should check the ANZ App to verify the new card has appeared.

Setting up Apple Pay or Google Pay

If the card does not appear automatically, customers can manually add it by selecting the card in the ANZ App and tapping "Add to Apple Wallet" or "Google Pay".