Suncorp Bank encourages customers to stop, check and protect this Scam Awareness Week

Life after heartbreak is a journey of sadness and a discovery of hope.  

The sadness of realising the one you cherished is no longer ‘your person.’ With those precious moments of warmth and promises, now shadowed by uncomfortable truths and second thoughts.

Over the following months, it’s a slow realisation that hope can be found after the heartbreak. That life can move forward with greater wisdom, more resilience and a deeper understanding of what it means to love and be loved.

Supporting customers in times of need

For Eshara Stewart, Specialist Customer Support Consultant, she often meets customers at their lowest point in life, providing support during times of grief, heartbreak or hardship.

This Scams Awareness Week, 25 – 29 August, Eshara shares her experiences providing financial support to customers going through serious life challenges.

“As the Special Customer Support team, we help people experiencing serious life challenges such as financial stress, ill health or other difficult circumstances. We also provide guidance to those who support these people through power of attorney and guardianship arrangements.”

Among the complex situations Eshara encountered was that of a sociable customer, living independently and experiencing repeated romance scams over several months — a case that highlighted the challenges of protecting vulnerable individuals while respecting their autonomy.

“Many of us can empathise with the bravery and vulnerability required to ‘put yourself out there’ and find ‘your person.’

“For one of the complex situations I have worked on, a customer’s vulnerability was taken advantage of through a series of romance scams. This was through our fraud detection team who identified and prevented several suspicious transactions over several months.”

Journey to recovery

Romance scams are a heartbreaking form of financial exploitation that can deeply affect victims and their families. In 2024, Australians recorded a combined loss of $2.03 billion to scams, with romance scams accounting for $156.8 million (ScamWatch, 2024).

“Scams can have life-changing financial impacts on an individual’s savings, retirement plans or mortgages. It can also reduce trust and confidence, and can create tensions within close relationships,” said Eshara.

The Specialist Customer Support team are known for their multifaceted approach in supporting customers on their journey to recovery and building confidence for the future.

“Recovery from scams requires more than financial protection alone. Our first point of call is to ensure accounts are secured and funds are protected. This can be achieved through the involvement of trusted family members and the gradual adjustment of account settings to rebuild security and confidence.”

“All complex cases require several conversations with the customer which allows us to understand their needs beyond the financial aspects. This gives us with an opportunity to share referral pathways to external providers for additional support such as scam education, counselling, and mental health services.”

Stop, Check and Protect

Eshara encourages everyone to stop, check and protect yourself this Scams Awareness Week, and to have ongoing conversations with your loved ones.

Learn more about keeping yourself scam safe here.

If you believe you have fallen victim to a scam call 13 11 75 or email bank.direct@suncorpbank.com.au immediately. For customer care support visit Contact Us | Suncorp Bank.