Scammers use a wide variety of methods to impersonate legitimate businesses and organisations to obtain personal and private information. Known as phishing, these scam websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, head to the Scamwatch website.
What to do if you receive suspicious correspondence or calls claiming to be from felix?
If you receive a call, letter, email, text message or other communication that claims to be from felix and you suspect it may be a scam or hoax, get in touch with us right away.
Scam emails and text messages
If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:
- Don’t reply to the SMS or email
- Don’t provide any personal details
- Don’t click on any links
- Don’t open any attachments
- Don’t call any numbers associated with the SMS or email
- Don’t share any content of the SMS or email with anyone
- Email a screenshot of the message to email@example.com, the date and time you received it, how many times you received it, plus your mobile number
- Report the email or SMS to Scamwatch
Scam phone calls
Felix only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:
- Don’t give the caller any personal details and hang up
- Check that the call is coming from a number that’s not a number that we use - 02 8188 3845
- Block the caller/sender's number using your phone's built-in call rejection features or by downloading an app to restrict incoming calls and messages.
- Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
- Report the call to Scamwatch
- Email firstname.lastname@example.org and provide the date and time you received the call, how many calls you received in total and your mobile number.
Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:
- Don’t click on any links
- Don’t call any numbers associated with the website
- Report the website to Scamwatch
- Email email@example.com and provide a screenshot of the website, the date and time you accessed it and your mobile number.
Latest known Scams
You may have recently received an SMS message, claiming that you have had a missed call or voicemail. These messages are generated by Malware called Flubot, which spreads via SMS messages and can infect customers with Android devices on any mobile network. We have also seen variants of the Flubot message, purporting to be from a courier service asking the end user to install a tracking app through a link which will infect the device with malware. If a user clicks the link and installs the app, the malware will take over the device and send texts to the infected user’s contacts. An easy way to identify these messages is the badly spelled wording, such as:
my86 Your service provider zas sent you a nee notice: <LINK>
wfq5cm Voicemail: You have 1 new Voicemaill (s). Go to: <LINK>
If you receive an SMS like this, do not click on the link and please forward a screenshot of the message to firstname.lastname@example.org. Delete the SMS as soon as possible. It is important to point out that just because you have received the message, this does not mean your device has become infected.
If you click on the link, you will be taken to a web page that may look like a genuine site with branding that you are familiar with. You may be prompted to install an app, so you can listen to the voicemail message. If you give permission to install the app, the Flubot malware will be installed onto your device. The malware may be able to access your contacts list and access your personal information if you use your device while infected. You may also receive texts or calls from random numbers stating that you have sent them an SMS, which you will have no knowledge of.
What should you do if you have become infected?
If you have become infected, don’t enter any passwords or log into any accounts until you have cleaned your device using the below steps.
How to clean your device
Cleaning your device using the steps below will remove the malicious software from your device.
To clean your device, you can:
contact an IT professional
download official Android anti-virus software through the Google Play Store
perform a factory reset of the device.
Performing a factory reset of your device will delete all of your data including photos, messages, and authentication applications.
At this time Apple devices are not affected, but we are aware that customers with Apple devices have been also receiving these Flubot messages.
For more information, head to the Scamwatch website.
Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.
You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.
If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here.
You can also forward any emails or send screenshots of any suspect messages to us at email@example.com.
How to protect your device?
Here are some ways to protect your device:
- Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
- Lock your mobile handset and voicemail with strong PINs.
- Think carefully before clicking on a link or opening suspicious emails and attachments.
- Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.
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