We looked at the bank’s records, which showed that Harriet had properly authorised the payments through internet banking. There was not direct contact with the bank to make the payments (and so nothing to alert the bank to the possibility of a scam). In these circumstances the bank had acted correctly by processing her payment requests. It was not responsible for her loss. Once notified of the scam, the bank had acted very promptly – the same day – in trying to recover the money, but was unfortunately unsuccessful.
Harriet accepted our view and withdrew her complaint.Print this page