00:03Trying to log into her bank account while abroad, Claudia Lee became the unsuspecting victim of a scam.
00:10It was devastating. It was crazy because it's the sort of thing that I would have never thought could happen
00:15to me.
00:16Travelling in Central America, Ms Lee was duped by a text which led to a fake ING bank website where
00:23she entered her details.
00:25A couple of days later she made an alarming discovery.
00:28I checked my savings account and it had been fully drained.
00:33So yeah, $48,000 had been taken out of it and I was left with 39 cents.
00:39Her legal team argued ING had missed multiple red flags, allowing the scammer to access Ms Lee's account and take
00:47her money.
00:48Within 24 to 48 hours all of Claudia's contact details had been changed, a joint account had been opened in
00:55her name,
00:56the transaction limit had been raised from $5,000 to above $20,000.
01:04All of that happened without the bank having spoken to Claudia.
01:08ING refused to admit it was at fault until it was taken to regulator, the Australian Financial Complaints Authority,
01:15which ordered it to repay Ms Lee the entire amount plus compensation.
01:20If you're not detecting something as blatant as that, it makes you wonder what ING does detect.
01:26This cyber security expert wants more onus put on banks to protect their customers.
01:32I would suggest the regulators should come hard on banks, making sure that if there are any money is being
01:41lost and the bank should be made accountable for that.
01:44They are safeguarding our money and it is their responsibility.
01:47In a statement, an ING spokesperson said they should have engaged differently with Ms Lee and apologised,
01:55but did not say if any specific security processes had been changed since the case.
02:01A federal government spokesperson said a scams prevention framework will roll out this year,
02:06aimed at placing responsibility on banks and other sectors to do more to prevent, detect and respond to scams for
02:14Australians at home and overseas.
02:17These scams are becoming more sophisticated.
02:19It doesn't feel like the protections are becoming better for everyday people.
02:24Not surprisingly, she's no longer a customer with ING and ever more wary of the dangers lurking online.
02:36¶¶
Comments