Monday to Friday, 9.00am to 4.30pm
“Thank you for confirming the transaction was genuine. Restrictions on your card have now been lifted.”
Bank Orange is partnered with Vigil to monitor your cards and account's security 24/7.
Vigil diligently monitors your card activity, scanning for any transactions that may seem suspicious and will contact you promptly. If they are unable to contact you, a restriction will be placed on your card or account, just to be on the safe side, until you are able to return the call.
How will Vigil contact you?
For card transactions that are considered low risk and identified as suspicious, a 2-way SMS will be sent to you, where you’ll be asked to respond YES (the transaction is genuine) or NO (the transaction was not genuine).
If you’re younger than 65 years of age, the 2-way SMS will be sent to you from phone number +61 437 126 492 or +61 489 988 024 and will contain the following message:
“Restrictions have been placed on card ending XXXX because of an attempted (or recent) transaction to XXXXX for $XXXXX.XX at HH:MM. Please confirm if the transaction was genuine by replying “yes” or “no”. Alternatively, call Bank Orange on 6362 4466.”
If you reply YES all blocks will be removed from your card and a second SMS will be sent as follows:
If the transaction was declined:
“Thank you for confirming the transaction was genuine. Restrictions on your card have now been lifted, please re-attempt your transaction.”
If the transaction was approved:
If you reply NO a second SMS will be sent as follows:
“Thank you for confirming the transaction was suspicious. There are restrictions on your card to protect your funds. We will be calling shortly to discuss. Alternatively, you can call us on 1300 705 750.”
If no response is received within 24 hours Vigil will call you, and standard processes will be followed.
Any suspicious activity which takes place between 10:00pm and 7:00am Vigil will:
Send you an SMS between 7am and 8:30 am saying:
“Please contact Card Monitoring on 1300 705 750 / +61 2 8299 9534, option 3, to confirm card transactions. Do not reply. Bank Orange.”
Call you on the number on file after 7am (local time) to discuss the transaction
Vigil may block a transaction if they believe it to be suspicious.
If the transaction was genuine, they will remove the block and send you an SMS and you will then need to retry the transaction.
If the transaction is not genuine, please call Vigil on 1300 705 750.
The 1-way SMS will be sent to you from phone number 0437 126 492 and will contain the following message:
“Your card/account was recently restricted due to an attempted transaction for $XXXXX.XX at HH:MM AEST/AEDT. We have reviewed the transaction and removed the restriction. Please contact us if you are unaware of this transaction. Bank Orange fraud Department.”
How to validate our call
If you receive a call from Vigil, you will never be asked any personal details, this call will come from a Sydney based landline +61 282 999 534 and they will ask you to give them a call back on 1300 705 750.
This will connect you with the Vigil team. You will then be required to quote your member number or mobile number and a fraud officer will be able to confirm the reason for the call.
Important information to know: You will never be asked to provide your Member Access Code, card number or Internet Banking.
The SMS service will never contain links.
