We’re here to support you if you’ve been charged for a payment you didn’t approve or intend to make. This is known as unauthorised fraud. It typically happens when your card is used without your knowledge, or if someone gains access to your phone and uses it to transfer money. In some cases, it could also involve being misled into making a payment you didn’t truly agree to.
If, however, you knowingly made the payment but were deceived—such as in the case of a scam—that’s treated differently and falls under what’s called an Authorised Push Payment (APP) scam.
What are some examples of unauthorised transactions?
Fraudsters use many tactics to make payments without your permission. Below are just a few examples—but keep in mind, scammers are always finding new and sophisticated ways to exploit gaps in security systems.
Shoulder Surfing
Shoulder surfing is a type of fraud where someone watches over your shoulder to steal personal information, such as your PIN, passwords, or other sensitive details. This can happen anywhere—at an ATM, while using your phone in public, or even when entering login details on a computer. Criminals may stand close by or use devices like cameras or binoculars to spy without being noticed. To protect yourself, always shield your screen or keypad when entering personal information, and be aware of your surroundings, especially in crowded or public places.
Remote Access
Remote access fraud happens when a scammer tricks you into giving them control of your device—usually by pretending to be from a trusted company like your bank, a tech support service, or even your internet provider. They might claim there’s a problem with your account, computer, or connection and ask you to install software or click a link that gives them remote access. Once in, they can steal personal details, access your online banking, or install malicious software. Always be cautious of unsolicited calls or messages asking you to download anything or grant access to your device—legitimate companies will never ask you to do this out of the blue.
Apple Pay Scam
Apple Pay scams involve fraudsters tricking you into authorising a payment or adding your card to their Apple Pay account. This can happen through phishing texts, emails, or calls where the scammer pretends to be from your bank or Apple support. They may claim there’s suspicious activity on your account and ask you to share a verification code or other sensitive information. Once they have this, they can link your card to their device and make unauthorised purchases. To stay safe, never share one-time passcodes or verification texts with anyone—even if they claim to be from a trusted company. Always contact your bank or Apple directly using official channels if you’re unsure.
What protection do you have if an unauthorised payment is made on your account?
In simple terms, banks are expected to refund customers by the end of the next working day unless they can prove that the customer acted fraudulently, authorised the payment, or was grossly negligent. Importantly, it’s the bank’s responsibility to prove this—not the customer’s—but you must fully cooperate with their investigation.
Gross negligence is a serious accusation and requires clear evidence of carelessness, like writing down your PIN and keeping it in your wallet alongside your card. We’ve come across many cases where banks have wrongly applied this standard to situations where the customer wasn’t at fault. Sadly, we also often see banks unfairly accusing customers of dishonesty or misrepresenting what actually happened.
How to protect yourself?
1. Never give out any banking details or access codes.
2. If anyone calls you pretending to be from your bank or any other official body, hang up and call back on the number on their official website.
3. Don’t use the same PIN on your phone as your banking app.