Bank Account Hacked or Drained? Here’s Exactly What to Do (Australia)
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If money is moving right now, call your bank’s fraud line before you read any further — most Australian banks answer 24/7. Speed matters: the sooner you report, the better the chance of stopping or tracing the funds. Once you’ve done that, come back here for the full, calm checklist — including the step most people miss: making sure the device that was compromised is actually clean before you log in again.
Do these first
- Call your bank immediately and tell them your account has been accessed without permission. Ask them to freeze affected accounts, stop pending transfers, and remove any payees you don’t recognise.
- Change your internet banking password and PIN — but do it from a device you trust, not the one you suspect was compromised (see below).
- Change your email password too. Your email is the master key to your bank — if a criminal controls it, they can reset everything else.
- Turn on two-factor authentication for banking and email if it isn’t already.
- Write down what happened and when — dates, amounts, any phone numbers or messages. You may need this for your bank and for AFCA.
Not sure how they got in?
If your phone or computer was compromised, changing passwords alone won’t stop it happening again. We can check your device today and certify it safe for banking.
How did they get into my account?
It’s rarely “random”. The most common ways an Australian bank account is compromised are:
- A remote-access scam — you were talked into letting “support”, “your bank” or “the government” onto your computer or phone.
- A phishing link — a fake text or email (Australia Post, myGov, toll roads, your bank) that captured your login.
- Malware or a keylogger on your device quietly recording what you type.
- A reused or leaked password exposed in a data breach.
The first three all come back to one thing: the device you bank on may not be clean. If there’s still spyware or a back door on it, you can change your password ten times and the criminal will simply capture the new one. That’s why securing the account and cleaning the device must happen together.
Can I get my money back?
Sometimes — but be realistic. Report to your bank immediately; fast reports have the best chance of being stopped or recovered. If you’re not satisfied with your bank’s response, you can lodge a free complaint with the Australian Financial Complaints Authority (AFCA). Under Australia’s new Scam Prevention Framework (law since 2025), banks and other businesses have stronger obligations, and reimbursement is possible where they fell short — though it is not guaranteed, so keep every record and act quickly.
Get your device checked before you bank again
This is the step that actually stops it recurring. The Original PC Doctor will:
- Scan your computer or phone for malware, keyloggers, spyware and remote-access tools.
- Check for tampering — rogue mail rules, new payees saved in the browser, changed settings.
- Help you reset passwords securely and enable two-factor authentication.
- Issue an Internet Banking Certificate confirming your device is clean and safe — peace of mind for you, and proof you can show your bank.
We help people across Australia, onsite or remotely, and we’re known for being patient and jargon-free.
Where else to report
- IDCARE — free national identity & cyber support: 1800 595 160 (Mon–Fri). Best first call if your identity may be exposed.
- Scamwatch (National Anti-Scam Centre) — scamwatch.gov.au.
- ReportCyber (Australian Cyber Security Centre) — cyber.gov.au.
- If your identity documents were taken, ask IDCARE about replacing them and placing a ban on your credit file.
A recent client story
Frequently asked questions
The money is already gone — is it too late?
Report it anyway, immediately. Banks can sometimes recall recent transfers, and a prompt report strengthens any later claim through AFCA. The sooner, the better.
I changed my password — isn’t my account safe now?
Only if the device you used is clean. If spyware or a keylogger is still installed, your new password can be captured too. Have the device checked before you rely on it.
Do I need a new computer or phone?
Almost never. In most cases we can clean your existing device thoroughly and certify it safe — far cheaper than replacing it.
Will my bank reimburse me?
It depends on the circumstances. Australia’s Scam Prevention Framework has increased banks’ obligations, but reimbursement isn’t automatic. Report fast, keep records, and escalate to AFCA (free) if needed.
Secure the account, then clean the device. Call 1300 723 628 or book a device security check — and bank with confidence again.
