Jonathan's bank transactions show exactly where scammers used his details. But neither his bank nor the police offered help
Jonathan Garner believes authorities should play a more proactive role in stamping out scams. (Supplied)
Horticulturalist Jonathan Garner is always on the lookout for deliveries to keep his small business running smoothly.
But one text message purporting to be from Australia Post sent him down a spiral of confusion and stress for weeks.
It resulted in a loss of about $2,700 across multiple identical transactions to another local business – all in one day.
A parcel stuck in delivery
The message said Mr Garner's parcel delivery had been unsuccessful and prompted him to update his information to resume the delivery.
The text came from an unknown number and contained a link. (Supplied)
Desperate to get a hold of his parcel, he clicked on the link in the message and was greeted with a page sporting a logo and brand colours identical to Australia Post.
The layout of the page, as well as the icons and symbols, all looked familiar to him so he skimmed through to the end.
The page was riddled with typos and the link was missing the branding. (Supplied)
The web page looked convincing with links to services such as express posts, shipping labels and an online help consult.
It was even linked to an online security and scams page, with a footer dedicated to an acknowledgement of country.
But on closer inspection the page was riddled with typos, a common sign of a scam.
The page also linked out to an online help service and a security and scams information page. (Supplied)
The page displayed his shipment details, along with a tracking number and a section for his card details.
Without giving it much thought, he keyed in the information before being asked to provide a six-digit authentication code to complete the transaction.
"Authentications are often a standard practice … I just assumed it was one of those things," said Mr Garner who is based in Dee Why, New South Wales.
It turns out the message had directed him to a fake Australia Post website, and he had unknowingly given scammers access to his bank account by filling out the six-digit authentication code.
Australia Post says on its website it will never:
- Call, text or email you asking for personal or financial information including password, credit card details or account information
- Call, text or email you to request payment
- Ask you to click on an email link to print off a label to redeem your package
Multiple identical transactions to a local business
Later that same day, six transactions were made to a tobacconist about an hour's drive from where he lives using his bank account details.
Mr Garner spotted the transactions a few days later as he made his weekly check on his account and immediately contacted his bank to alert them and seek compensation.
The transactions added up to approximately $2,700. (Supplied)
He said the fraud team at Commonwealth Bank explained he had fallen for a phishing scam and said he was ineligible for compensation because he had authorised the transactions.
The fight for fair compensation
Mr Garner followed up and rang the bank to dispute the resolution, believing the bank could have easily retrieved the funds.
"This is the thing that really frustrated me. The money isn't going overseas or anywhere weird — it's totally local," he said.
He said the bank initially offered to reimburse 25 per cent of his total losses and gave him until the end of the day to take up the offer.
"There was pressure on me to accept a resolution or settlement that was well below what I felt I was entitled to," he said.
Mr Garner refused the money and asked the bank to further investigate the scam.
'Other reports linked to same tobacconist'
According to him, the representative later revealed other customers had reported similar transactions linked to the same tobacconist.
Mr Garner was disgruntled at the thought of his bank having had this information and not putting a mechanism in place to block those transactions.
After several rounds of intense negotiation, he said he ended up recovering 75 per cent of his losses from the bank which told him to report the case to the police.
Mr Garner said the representative had also suggested he request CCTV footage from the tobacconist to hand over to the police as evidence.
But he decided against doing so.
The bank's response
A Commonwealth Bank spokesperson did not comment on Mr Garner's case but said customers should contact the bank immediately if they notice any unusual activity on their account.
Commonwealth Bank says they work closely with authorities to assist them with investigations. (Background Briefing: Mridula Amin)
"Our ability to recover funds is greater the earlier we are aware that a customer has been scammed," said the spokesperson.
However, each matter is assessed on a case-by-case basis, where several factors such as one's unique circumstances are taken into consideration, they added.
"We encourage customers to report scams to the police, and do not encourage them to investigate the crime themselves," said the spokesperson.
"More broadly, we are working hard in the areas of customer education and scams prevention and detection.
"This includes working closely with the authorities in their investigations and, at times, proactively reporting fraudulent activity to the police."
'Police seemed nonplussed'
Determined to prevent others from going through the same experience, he went to his police station to make a report but was surprised at the reaction he received.
Mr Garner said the police seemed "nonplussed about it as well" and that they insisted they couldn't help him get his money back.
He said he told them he just wanted to make sure the matter was reported.
Upon handing him a fraud report form to take home and fill out — a task he said was "onerous" — he was asked to also report the scam to the ACCC.
The experience left him defeated, seeing how neither of the authorities were proactive in stamping out a scam with possible domestic ties.
He wished the police had been able to take a statement from him about the matter on the spot, saying the current process will pose a challenge to those with low literacy.
Mr Garner said, "Personally, I don't have the resources to stop this."
"My injustice is quite minor compared to so many others, but it's the losses to society's vulnerable that really upsets me."
How can you report phishing scams to authorities?
If you've fallen victim to a scam, here are the steps to take – depending on your circumstances.
- Contact your bank or financial institution immediately if you have lost money
- You can also report to police via ReportCyber
- Be aware of other scams which may occur after a loss of personal information
- Contact IDCARE on 1800 595 160 if you have provided scammers with your personal identifying information such as drivers licence or passport
- Report scams to Scamwatch
ReportCyber is a national policing initiative which ensures your report will then be referred to the right law enforcement agencies for possible investigation.
You may also want to note the unique report reference number to provide to other organisations.
Run by National Anti-Scam Centre, Scamwatch collect reports about scams to help warn others and to take action to stop scams.
If you live in any of the states below, there are also additional steps you can take.
New South Wales
If the scam originates in NSW, visit your local police station or call the Police Assistance Line on 131 444.
NSW Police may request that you fill out a fraud report form to commence investigations at a local level.
You can quote the reference number of your ReportCyber report in the form.
Northern Territory
You can also report any scams to the Northern Territory Consumer Affairs by dialling 1800 019 319 or sending an email to [email protected].
Queensland
You may contact the Financial and Cyber Crime Group fronted by Queensland Police Service at 131 444 to report non-urgent issues.
South Australia
If you are unable to report the scam to ReportCyber, you can lodge a report at your local police station as an alternative.
Victoria
According to Victoria Police, there is no need to make another police report about the same matter once you have lodged it via ReportCyber.
However, you may want to note the unique report reference number to provide to financial institutions and other organisations.
Western Australia
Scams from within the state can be reported to WA ScamNet by filling out an online form.
You will be asked for consent to share the report with third parties such as WA Police, to assist scam prevention efforts.
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