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Refundee recovers £33,000 from unauthorised safe account scam
Published September 2, 20260 min read
Amount lost
£33,000
Amount recovered
£33,000
Duration
8 months
Our client was contacted by what they believed to be Revolut Bank. They claimed there had been fraudulent transactions on the account, and our client saw the attempted transactions on their account.
The scammers then told our client there was a security breach on their account and that they should select the 'forgot passcode' option to reset their account. Our client did this, and they then received a text from Revolut confirming the new passcode.
The scammers asked for the passcode over the phone so they could secure their account.
Our client was then told they would be contacted by another person at Revolut who would set up the new account for them.
The second individual told our client to delete and re-download the app, and then everything should be back to normal. When they logged back onto the app, four unauthorised payments were made on the account, one of which was blocked. These payments were made through Apple Pay set up by the scammers. This is when our client realised they had been the victim of an unauthorised account scam.
How Refundee overturned the bank's rejection
The client contacted us after a refund was rejected by their bank. As they had already complained to their bank and received a final response letter, they needed to escalate the case to the FOS within six months; otherwise, they would lose their right to a refund.
The client approached us with only one month remaining before the deadline of the final response letter. We acted quickly but thoroughly to ensure we gathered all the necessary evidence and submitted a bespoke report to the Financial Ombudsman Service.
The FOS requested further evidence, which we helped gather with our client. After some time, the investigator at the FOS found in favour of our client and instructed the bank to refund them.
Result: £33,000 recovered for our client for an unauthorised safe account scam
Summary
Scammers posing as Revolut talked our client through a passcode reset, then made four unauthorised Apple Pay payments. With one month left before the FOS deadline, we gathered the evidence and submitted the case. The Financial Ombudsman instructed a full £33,000 refund.
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