Our investigation
At the time of the payment (2021), banks were obliged to ensure that they sent funds to the account number specified by the customer. They did not have any obligation to ensure that number matched the name of the person the customer believed they were paying. Martin's bank had made the payment to the account number he had specified. After being told about the scam, it acted promptly, within 24 hours, to try to retrieve the money.
Outcome
Martin accepted our explanation and withdrew his complaint.
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