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Fraud Policy

Fraud

We take fraud seriously at felix, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.

Online fraud generally involves phishing, which is an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails, text messages and websites can be difficult to spot. To identify a phishing website look out for incorrect spelling and grammar, and poor layout, imagery and styling.

What to do if you receive suspicious correspondence 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, please contact us immediately via live chat in the app or on our website.

If you receive an email or text message that you suspect is 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 support@felixmobile.com.au

  • Report the email or SMS to Scamwatch.

Phishing Websites

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.

  • Email a screenshot of the message to support@felixmobile.com.au

  • Report the email or SMS to Scamwatch.

What to do if you believe that you’re a victim of fraud?

To help us protect you from further fraud, contact us immediately through live chat or via our website (https://help.felixmobile.com.au)

Here are some specific fraud scenarios that we can assist with.

My number has been fraudulently transferred from felix to another provider, or I suspect it has.
If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:


There’s a number on my account that I don’t recognise.
If there’s a number on your account that you don’t recognise, please contact customer care through live chat or via our website: https://help.felixmobile.com.au


There’s a prepaid service in my name that I didn’t authorise
If you are aware of prepaid services in your name that you didn’t authorise please email our Technical Fraud team at  support@felixmobile.com.au

There are transactions from felix on my bank/credit card statement that I don’t recognise.
If there are transactions from felix on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with felix and reverse the charges back to you.

© 2020 TPG Telecom Limited (ABN 76 096 304 620) trading as Felix Mobile