A customer called wanting to transfer a large amount for a dream overseas holiday. They trusted the travel agent. They had worked with them before. Their family knew them. Everything felt familiar.
But something did not feel right to the Bank Australia customer consultant.
What happened next is a reminder that the safest transaction is sometimes the one a bank does not process.
“Please, just do it now.”
The customer wanted to make a large EFT payment, just under $50,000 to a travel consultant arranging his trip.
The amount was to cover flights, cruises, lodgings and food.
“It was to cover everything for the trip, which sounded amazing,” Joiscy, the Bank Australia customer consultant said.
The customer had received instructions from the agent via email and felt confident about proceeding with the transaction, “I have made payments to him before in the same way.
"I trust him and I need to get the payment done today.”
Joiscy began the standard fraud prevention checks:
• Have you verbally confirmed the account details?
• Have you confirmed the account number and BSB for this specific payment?
The customer’s answer stayed the same:
“I know him. My family knows him. I trust him.”
What they had not done was verbally confirm the bank details, which is one of the most important steps in preventing payment redirection scams.
During the call, Joiscy also noticed another red flag:
They were receiving frequent emails from the travel agency urging them to “transfer the money now.”
Why slowing down could protect you from being scammed
If you have ever wondered why banks ask extra questions before approving a large transfer, this is why.
Email chains can be compromised, and scammers can alter invoices without either party noticing.
According to Joiscy, scammers can change details behind the scenes with no obvious signs.
“The safest way to protect yourself is simple.
“Call the business directly using their advertised phone number or visit in person and verbally confirm the details,” she says.
In this case, that step had been skipped, which was a sticking point for Joiscy.
“To earn $45,000 might take you six months or a year.
“To lose it takes one minute.”
Even though the customer insisted the transfer was urgent, she couldn’t process it in good faith.
“I’ve seen how quickly money disappears once it leaves an account.
“In larger transactions like mortgages, there are multiple levels of checks and documentation.
“But for everyday transfers, customers often rely solely on email instructions.”
The customer was also worried they might have to wait on hold for a long time, so Joiscy offered to stay on the line… no matter how long it took to get the confirmation.
“I told them clearly that I would be happy to process the transaction once they’d confirm the details verbally.”
Eventually, they ended the call with the customer agreeing to contact the travel agent directly and verify the account details.
What Joiscy learned a week later
A few days later, the truth came out.
The email thread had been compromised.
A scammer had intercepted the travel agent’s email system and changed the bank account details on the invoice.
According to the customer, everything looked legitimate, including the logo, itinerary and email style. They saw no red flags.
But once they called the travel agent, they discovered the account number and BSB were fake.
“If that transfer had gone through, the money could have disappeared through multiple accounts within minutes, and we most likely never would have gotten it back,” Joiscy said.
“Scammers are well set up and organised. They move the money quickly so it’s hard for banks to find.”
She had recognised the signs immediately from a previous role as a Financial Crime Analyst.
“These scams are common in industries where businesses regularly give out bank details via email, including travel, trades and property,” Joiscy explains.
“Scammers can hack into the email system without anyone knowing.
“Everything looks normal.
“It is only when the money never arrives that people realise something is wrong.”
The red flags that meant a scam was likely
Two key red flags stood out for Joiscy:
1. No verbal or in-person confirmation of bank account details
2. Intense pressure to act immediately via email
“Urgency is one of the biggest warning signs,” says Joiscy.
If someone is pushing you to pay now, that is your cue to slow down, she explains.
Why pausing can protect your money
For customers, extra questions may feel inconvenient at the time, but they are there for a reason.
“When something doesn’t add up, [customer consultants] are empowered to pause and ask more questions,” Joiscy says.
It’s not about mistrust. It is about keeping our customers and their savings safe, she adds.
“They trust us to do these larger transfers, and we have to be responsible with that trust.”
For others like herself, helping customers stay safe from scams, Joiscy has some advice:
“Even if you feel awkward.
“Even if it might feel like you’re overreacting.
“If your checklist is not ticked, do not proceed.”
In this case, the customer still gets to go on a dream holiday with the family.
“I felt so relieved we hadn’t processed it.”
The customer also offered to buy Joiscy flowers to show gratitude for her patience and good instincts.
At the time it may have felt unnecessary, but in the end, they acknowledged that the extra step had saved him, explained Joiscy.
How to protect yourself before transferring funds online
Scams like this aren’t limited to travel.
Payment redirection scams also happen in property purchases, mortgage payments and other high‑value transactions.
For any large transfer, take extra time to double‑check details and confirm them directly with the business involved.
Before sending any digital payment:
• Call the business directly using a phone number you already know or can verify independently.
• Verbally confirm the account name, BSB, account number and name.
• Be cautious if payment details suddenly change by email.
• Treat urgency as a warning sign, not a signal to move faster.
If you are ever unsure, pause and call our contact centre and we can help.
Sometimes the most important financial decision you can make is choosing not to press send straight away.
Read more of our dedicated section covering scams and security
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