Email confusion reigns

While the epidemic of “phishing” (or hoax bank emails intended to fool customers into disclosing access details) may be on the wane some banks may be confusing customers by using email themselves as a prime medium of communication. The advice to “delete suspicious emails” is reasonably well embedded in the internet-literate community, but customers, bank staff and even the regulators are struggling to explain banks' email protocols. One bank where there may be an above-average level of uncertainty is Commonwealth Bank, amid ongoing phishing campaigns targeting the bank's NetBank service. NetBank sends automated emails to customers when they use a transaction type for the first time. It is these apparently “out of the blue” emails that are leaving customers unsure.

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