How can we help you?

If you notice a payment in your account that you didn't make, it may not be fraud. It could be a pending or delayed payment, and will be resolved soon.

If you don't recognize a transaction, check if it could be one of these things:

Pending payments from petrol/gas stations. Petrol/gas stations often preauthorize a maximum or estimated amount. The amount you actually spent should be charged in 1–3 days, and the rest will be automatically refunded to your account payments made offline. Transactions made during a flight or at a food truck are often delayed, so may appear in your Activity when you're not expecting it.

Unfamiliar business names. Transactions are sometimes listed under a different trading name to the business you're familiar with. Google the name to see if you recognize it.

Unexpected small charges. Businesses refund microdeposits within a few days.

Subscriptions. Free trials can lead to unexpected subscription charges.

If you’re sure the payment is fraudulent:

1. Freeze your card. This will stop any more payments from going through. To do this, contact us and request to freeze your card.

2. Report the issue to us. Include as much information as you can about what happened.

3. We'll investigate. Once we're done, we'll email you and let you know what else to do.

It could be a scam. HMRC won't ever pressure you to make a payment over the phone. Also, fraudsters can 'spoof' or fake HMRC's phone number to make it look real when it appears on your phone. We recommend calling HMRC by using the details on their website to ask if the call was genuine before making any payment.

Protecting Your Account: A Guide to Spotting and Avoiding Scams

At Zenus Bank, we prioritize the security of our customers' accounts. To stay ahead of fraudulent tactics, we educate everyone on how to spot and avoid scams.

Key signs that an email or chat is likely a scam:

• The email address does not match the official domain name of the organization (e.g., @zenus.com).
• The email or chat requests sensitive personal information, such as account numbers or passwords.
• The email or chat contains spelling and grammar errors.
• The email or chat creates a sense of urgency or panic, such as claiming that your account will be closed if you don't respond immediately.

What to do if you receive a suspicious email or chat:

• Delete the email or close the chat window.
• Verify the authenticity of the message by contacting us directly through our official channels (e.g., website, phone number, or client services email).
• Do not provide any sensitive personal information to the potential scammer.
• Never share your login credentials with anyone, including bank representatives who contact you via phone or email.

At Zenus Bank, we are committed to providing a safe and secure banking experience for our clients. By being aware of phishing scams and taking steps to protect your account, you can help prevent fraud and keep your personal and financial information safe. If you have any questions or concerns about phishing scams or have received a suspicious email or chat, please feel free to reach out to us through our official channels at Clientservices@zenus.com or call us at +1-833-936-8711. Client Services agents are available Monday through Friday from 9:00 am to 6:00 pm (AST).