Being scammed is terrible enough; no one should have to endure it, least of all 83-year-old Angela Fitzwater, who had not one but two cases of fraud victimise her this year, collectively robbing her of $26,000.

But as bad as that financial loss was, it pales compared to the distress caused by the response from her bank, Bendigo Bank.

'The bottom line is the bank just doesn't give a damn, they don't care,' she said.

It all started in January when a WhatsApp message was sent to Mrs Fitzwater, claiming to be from her son. He asked for an urgent loan, but unbeknownst to her, this was a classic scam—one we all know by the words ‘Hi Mum’. Mrs Fitzwater, with a trusting heart, agreed and transferred $10,000, thinking she was helping her son.

After realising the truth, the customer service representative provided little hope and did not even properly attempt to recover the stolen funds due to 'no further recovery rights for reimbursement'.

After falling victim to scams twice, Mrs Fitzwater spent months chasing a response from her bank. Credit: Shutterstock.

Having all that taken away in the blink of an eye can be devastating for anyone, so it's only right that banks should treat addressing such cases with the urgency they require.

Trying to reach out to the bank's fraud department, she was connected with customer service representatives instead who, as call logs show, seemingly couldn't get through to the actual department of their bank.

Despite making 12 phone calls over three months and several emails with additional information and questions, Mrs Fitzwater's distress was apparently ignored.

Steph Tonkin, CEO of the Consumer Action Law Centre, labelled Bendigo Bank's response as 'really concerning', noting 'time is of the essence' in these cases.

'They're blaming her for having been scammed,' she said, adding that cases similar to Mrs Fitzwater's underscored the pressing need for reform in how the banking sector deals with scams.

"The UK government has just passed laws to force banks to reimburse scam victims where, through no fault of their own they are victim of a scammer," she said.

"Absolutely, we should be following suit."

Assistant Treasurer Stephen Jones said that higher standards are needed with regard to banks, and when things go wrong, a clearer understanding of where compensation is required must be apparent.

Sadly for Mrs Fitzwater, scammers struck again just a few months later. This time, they pretended to be from her bank's fraud department. Taking her security details, the scammer swiftly transferred $40,000 out of her savings and invested $16,000 in cryptocurrency.

Even worse, the bank allegedly never notified her, as she only found out when her card was declined at the shop.

Bendigo Bank didn't answer detailed questions about Mrs Fitzwater's case, citing privacy reasons. In a statement, it said the bank took cyber security 'very seriously' and used 'a combination of standard industry practices' to protect customers.

'By working together with our customers, we can even further reduce the incidence of scams and fraud,' the statement read.

'It goes without saying when the bank is at fault, we will reimburse our customers for the loss of funds. It is important that customers take steps to protect themselves and do not share their passwords.'

Key Takeaways

• Angela Fitzwater, an 83-year-old, lost $26,000 in two separate bank scams and criticised Bendigo Bank for their lack of assistance.
• Fitzwater claimed to have contacted Bendigo Bank multiple times seeking help, but her queries went unanswered, with the bank's customer service representatives unable to contact their fraud department.
• Consumer Action Law Centre CEO Steph Tonkin and Federal Assistant Treasurer Stephen Jones critiqued the bank's response, highlighting the need for reform in the banking sector's response to scams.
• Bendigo Bank refused to elaborate on Fitzwater's case due to privacy reasons but said it takes cyber security seriously, using a combination of standard industry practices to protect customers.

Cases like that of Mrs Fitzwater paint a dire picture for many people vulnerable to scams. Hopefully, more social safety nets will be established so that those with already so much lost don’t lose more.

In the meantime, take the time to familiarise yourself with potential scams, and if anything unexpected or suspicious ever happens to you, ensure you follow the correct steps to safeguard your privacy and savings.

Have you encountered any similar scams? Share your experiences with us in the comments below!

 

[Viellarde]

One of my sons asked me for a loan last year when he and his partner were buying a house. He phoned me and we chatted for a while about family stuff before he asked for the loan.

I have his banking details on my online account, but I asked him to send me an email with his banking details. After confirming that they were his banking details, I transferred the money.

How did I know that it was my son and not a scammer?
1) I knew that he and his partner were making an offer on a house
2) We talked about family matters over the phone
3) He sent me an email from his email account
4) His banking details matched with what I had recorded in my online account
5) I phoned him as soon as the transaction was completed

You TALKED is the most important part of your post. The lady is 83. How old would her son be? Would he request such a large sum from his mother via text? She must be competent/ tech savvy enough to have made the transfer. She would also have heard about and be told to beware of scams. Let's not be too quick to blame banks, companies, etc and deny our responsibilities. I am still very sorry and sad that this has happened to her.

 

[maxesmum]

"Bendigo....the better big bank".
Better at letting their customers get ripped off, that's for sure.

And the customer service! Oh my goodness! So rude and lackadaisica!

 

[Marj53]

Can you imagine just how much worse things are going to be when we go to a cashless society. Scammers are going to have a field day !!!

 

[AlanQ]

Are they not (in their words) the 'Better Bank'.

 

[Ricki]

hang on i am 84 and still very savvy.

That's wonderful to hear but there are still many people in that age range and even younger that are not tech savvy. Compared to my grandchildren, I am not tech savvy but I am very cautious.

 

[Veggiepatch]

Bendigo Bank still charges a $2 transaction fee for ATM withdrawals by CBA customers! Ripoff merchants.

 

[Kelpie]

Sad as it may be, I don't believe that Banks should be held accountable for simple scams like the 'Hi Mum' scam.
How could they possible prevent or intervene in a transaction they knew nothing about and had absolutely no control over until the customer realized their mistake and complained about it?
To scrutinize every transaction of every customer (even just the big ones) and make a judgement as to whether it is suspicious or not would not only be impossible but potentially interfering in their customer's personal affairs.
In the reported case, the Bank would have to stop the transaction, contact the customer to verify it, then process the transfer. In some cases the customer may require the transfer urgently so his transaction would then be compromised. The Bank just can't be sure of doing the right thing.

I don't agree with you. Banks are the ones pushing customers more and more towards digital banking (Which is only because they want to cut costs and close more and more branches) which is the main part that encourages scams.
None of this would have happened when you were to write a cheque or go to the bank to organise a payment especially a large one, or talk to your own Bank Manager.
With their constant search for greed and profits they have and still are aiding and abetting the scammers all at the costs of their customers and the elderlies, and they SHOULD BE MADE TO PAY FOR WHAT THEY HAVE CREATED.

 

[Kelpie]

it is a sorry state BUT why do we expect our mistakes to be fixed by our banks? it isn't like we have not been warned about these scams. JUST do not open or take one blind bit of notice of a text message, or phone call from a bank. leave it and check up in your normal way.

Don't agree with you on the simple fact of:
What would you do if you receive a call from the Bank Digital Fraud Squad saying that someone has hacked your account and if you want to stop it, ane when they tell you the profiles of some of your bank accounts, and when you ring your branch and your Branch Manager whom both of them do not answer your call while you still got that person holding on the other line rwminding you that you have been scammed.?
Would that have happened in the old days where there were more interactions between the Bank and it's customers.?
I REST MY CASE.

 

[Veggiepatch]

Several years ago, I cashed a cheque for just over $12000 without any questions asked. I could have been anyone. Converted into cold hard currency.

 

[marni]

Being scammed is terrible enough; no one should have to endure it, least of all 83-year-old Angela Fitzwater, who had not one but two cases of fraud victimise her this year, collectively robbing her of $26,000.

But as bad as that financial loss was, it pales compared to the distress caused by the response from her bank, Bendigo Bank.

'The bottom line is the bank just doesn't give a damn, they don't care,' she said.

It all started in January when a WhatsApp message was sent to Mrs Fitzwater, claiming to be from her son. He asked for an urgent loan, but unbeknownst to her, this was a classic scam—one we all know by the words ‘Hi Mum’. Mrs Fitzwater, with a trusting heart, agreed and transferred $10,000, thinking she was helping her son.

After realising the truth, the customer service representative provided little hope and did not even properly attempt to recover the stolen funds due to 'no further recovery rights for reimbursement'.

View attachment 29816

After falling victim to scams twice, Mrs Fitzwater spent months chasing a response from her bank. Credit: Shutterstock.

Having all that taken away in the blink of an eye can be devastating for anyone, so it's only right that banks should treat addressing such cases with the urgency they require.

Trying to reach out to the bank's fraud department, she was connected with customer service representatives instead who, as call logs show, seemingly couldn't get through to the actual department of their bank.

Despite making 12 phone calls over three months and several emails with additional information and questions, Mrs Fitzwater's distress was apparently ignored.

Steph Tonkin, CEO of the Consumer Action Law Centre, labelled Bendigo Bank's response as 'really concerning', noting 'time is of the essence' in these cases.

'They're blaming her for having been scammed,' she said, adding that cases similar to Mrs Fitzwater's underscored the pressing need for reform in how the banking sector deals with scams.

"The UK government has just passed laws to force banks to reimburse scam victims where, through no fault of their own they are victim of a scammer," she said.

"Absolutely, we should be following suit."

Assistant Treasurer Stephen Jones said that higher standards are needed with regard to banks, and when things go wrong, a clearer understanding of where compensation is required must be apparent.

Sadly for Mrs Fitzwater, scammers struck again just a few months later. This time, they pretended to be from her bank's fraud department. Taking her security details, the scammer swiftly transferred $40,000 out of her savings and invested $16,000 in cryptocurrency.

Even worse, the bank allegedly never notified her, as she only found out when her card was declined at the shop.

Bendigo Bank didn't answer detailed questions about Mrs Fitzwater's case, citing privacy reasons. In a statement, it said the bank took cyber security 'very seriously' and used 'a combination of standard industry practices' to protect customers.

'By working together with our customers, we can even further reduce the incidence of scams and fraud,' the statement read.

'It goes without saying when the bank is at fault, we will reimburse our customers for the loss of funds. It is important that customers take steps to protect themselves and do not share their passwords.'

Key Takeaways

• Angela Fitzwater, an 83-year-old, lost $26,000 in two separate bank scams and criticised Bendigo Bank for their lack of assistance.
• Fitzwater claimed to have contacted Bendigo Bank multiple times seeking help, but her queries went unanswered, with the bank's customer service representatives unable to contact their fraud department.
• Consumer Action Law Centre CEO Steph Tonkin and Federal Assistant Treasurer Stephen Jones critiqued the bank's response, highlighting the need for reform in the banking sector's response to scams.
• Bendigo Bank refused to elaborate on Fitzwater's case due to privacy reasons but said it takes cyber security seriously, using a combination of standard industry practices to protect customers.

Cases like that of Mrs Fitzwater paint a dire picture for many people vulnerable to scams. Hopefully, more social safety nets will be established so that those with already so much lost don’t lose more.

In the meantime, take the time to familiarise yourself with potential scams, and if anything unexpected or suspicious ever happens to you, ensure you follow the correct steps to safeguard your privacy and savings.

Have you encountered any similar scams? Share your experiences with us in the comments below!

Of course if the bank does not do what yo ask they would be at fault as well. If you ask to transfer money it is gone - why blame the bank?

 

[Sandie1952]

Being scammed is terrible enough; no one should have to endure it, least of all 83-year-old Angela Fitzwater, who had not one but two cases of fraud victimise her this year, collectively robbing her of $26,000.

But as bad as that financial loss was, it pales compared to the distress caused by the response from her bank, Bendigo Bank.

'The bottom line is the bank just doesn't give a damn, they don't care,' she said.

It all started in January when a WhatsApp message was sent to Mrs Fitzwater, claiming to be from her son. He asked for an urgent loan, but unbeknownst to her, this was a classic scam—one we all know by the words ‘Hi Mum’. Mrs Fitzwater, with a trusting heart, agreed and transferred $10,000, thinking she was helping her son.

After realising the truth, the customer service representative provided little hope and did not even properly attempt to recover the stolen funds due to 'no further recovery rights for reimbursement'.

View attachment 29816

After falling victim to scams twice, Mrs Fitzwater spent months chasing a response from her bank. Credit: Shutterstock.

Having all that taken away in the blink of an eye can be devastating for anyone, so it's only right that banks should treat addressing such cases with the urgency they require.

Trying to reach out to the bank's fraud department, she was connected with customer service representatives instead who, as call logs show, seemingly couldn't get through to the actual department of their bank.

Despite making 12 phone calls over three months and several emails with additional information and questions, Mrs Fitzwater's distress was apparently ignored.

Steph Tonkin, CEO of the Consumer Action Law Centre, labelled Bendigo Bank's response as 'really concerning', noting 'time is of the essence' in these cases.

'They're blaming her for having been scammed,' she said, adding that cases similar to Mrs Fitzwater's underscored the pressing need for reform in how the banking sector deals with scams.

"The UK government has just passed laws to force banks to reimburse scam victims where, through no fault of their own they are victim of a scammer," she said.

"Absolutely, we should be following suit."

Assistant Treasurer Stephen Jones said that higher standards are needed with regard to banks, and when things go wrong, a clearer understanding of where compensation is required must be apparent.

Sadly for Mrs Fitzwater, scammers struck again just a few months later. This time, they pretended to be from her bank's fraud department. Taking her security details, the scammer swiftly transferred $40,000 out of her savings and invested $16,000 in cryptocurrency.

Even worse, the bank allegedly never notified her, as she only found out when her card was declined at the shop.

Bendigo Bank didn't answer detailed questions about Mrs Fitzwater's case, citing privacy reasons. In a statement, it said the bank took cyber security 'very seriously' and used 'a combination of standard industry practices' to protect customers.

'By working together with our customers, we can even further reduce the incidence of scams and fraud,' the statement read.

'It goes without saying when the bank is at fault, we will reimburse our customers for the loss of funds. It is important that customers take steps to protect themselves and do not share their passwords.'

Key Takeaways

• Angela Fitzwater, an 83-year-old, lost $26,000 in two separate bank scams and criticised Bendigo Bank for their lack of assistance.
• Fitzwater claimed to have contacted Bendigo Bank multiple times seeking help, but her queries went unanswered, with the bank's customer service representatives unable to contact their fraud department.
• Consumer Action Law Centre CEO Steph Tonkin and Federal Assistant Treasurer Stephen Jones critiqued the bank's response, highlighting the need for reform in the banking sector's response to scams.
• Bendigo Bank refused to elaborate on Fitzwater's case due to privacy reasons but said it takes cyber security seriously, using a combination of standard industry practices to protect customers.

Cases like that of Mrs Fitzwater paint a dire picture for many people vulnerable to scams. Hopefully, more social safety nets will be established so that those with already so much lost don’t lose more.

In the meantime, take the time to familiarise yourself with potential scams, and if anything unexpected or suspicious ever happens to you, ensure you follow the correct steps to safeguard your privacy and savings.

Have you encountered any similar scams? Share your experiences with us in the comments below!

Change your bank immediately!!!
That’s not on …you trust banks to protect your funds and they have a responsibility to do that. Anyone can be scammed but the elderly are more vulnerable so don’t reply to me telling me it’s her fault and she deserves it…
I am with BankWest and have been a customer for 20 years I almost got scammed out of $10k but they have a fraud team that’s protecting your funds 24/7 they notified me immediately that there was suspicious activity and anything above a certain amount you’re trying to withdraw they will alert you and want you to confirm it’s you making the transaction and until you do they withhold the funds so I never lost a dime …
Change your bank!!! That’s not acceptable

 

[Sandie1952]

Of course if the bank does not do what yo ask they would be at fault as well. If you ask to transfer money it is gone - why blame the bank?

You trust your money with them they have a responsibility to protect it.
Scamming is a fact of life and I realise you need to educate yourself and be aware but the elderly are vulnerable and the bank should know they’re not as tech savy as the rest of us ….
Bankwest is my bank and they have protected my funds from day one I can’t say enough about them so there are banks out there that really do care.
If you’re not getting that level of concern and protection then change your bank

 

[Kelpie]

Of course if the bank does not do what yo ask they would be at fault as well. If you ask to transfer money it is gone - why blame the bank?

That is totally irrelevant to these comment/ discussions.
In my case I didn't ask the Bank in any ways or form to transfer money.