Bank customers face fresh fraud fears after savings vanish in scam
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When you think of a David and Goliath battle, you might picture a slingshot and a giant, not a pensioner with a smartphone and a stack of legal paperwork.
But for a 73-year-old Aussie from Bendigo, Victoria, that’s precisely what his life has become—a one-man crusade against one of Australia’s biggest banks, all over $1,338 in fraudulent transactions.
It all started on a chilly spring morning in 2022. Like many of us, Ian Williams was checking his bank account daily (from the comfort of the loo, no less—let’s be honest, we’ve all been there).
But instead of the usual, he spotted two transactions he didn’t recognise: $515 and $823, both at a Coles supermarket in Bundoora, 150 kilometres from his home.
Naturally, Ian called his bank—uBank, a subsidiary of NAB—expecting a quick fix.
Instead, he was told the transactions were made using his Google Pay account, with his phone and thumbprint.
In other words, the bank said, 'You did it, mate.' For Ian, that accusation stung more than the missing money.
Most people would have given up after the first 'no' from the bank. Not Ian. He gathered evidence: his phone’s map app showed he hadn’t left Bendigo, his sleep app proved he was tucked up in bed, and his call logs showed he was chatting with a mate over a cuppa.
He even went to the police, who confirmed his story and collected CCTV footage from the supermarket.
The footage showed two young blokes—neither of whom looked anything like Ian—using what appeared to be cloned digital cards.
With all this evidence, Ian thought the bank would surely see reason. But after months of back-and-forth, the best NAB would offer was a refund—if he signed a non-disclosure agreement and agreed the bank wasn’t at fault.
For Ian, it wasn’t about the money anymore. 'It’s the principle of the thing. I just won’t wear being called a liar,' he said.
He wanted an apology, an admission of fault, and—if he won big—he planned to donate the money to Indigenous health charities.
With no lawyer willing to take on the case (banks, it seems, are a tough nut to crack), Ian decided to represent himself.
He spent countless nights poring over legal codes, case law, and legislation, building his case from scratch.
He even calculated his damages: $1,338 was 5.5 per cent of his annual pension, so he sought 5.5 per cent of NAB’s 2022 profit—an eye-watering $379 million.
'Things need to be proportionate,' he quipped.
His claim? That NAB failed to protect its banking credentials, didn’t use proper fraud detection, breached its duty to protect customers, and didn’t follow the ASIC ePayments Code.
In short, he argued, the bank’s systems let him down—and he wasn’t the only one.
While Ian was fighting his battle in Australia, cyber experts overseas were uncovering a new kind of scam.
Dutch cybersecurity specialist Eward Driehuis dubbed it 'ghost tapping'—criminals stealing card details, adding them to digital wallets on burner phones, and using them to make purchases worldwide.
Sometimes, victims are unwittingly helped by entering a one-time password sent to their phone, not realising it was authorising a scammer’s device.
Ian did receive such texts before the fraudulent transactions, but doesn’t recall authorising anything.
Regardless, he believes the bank should have picked up on the suspicious activity—after all, how could his card be used in two places at once?
The issue isn’t just local. In the US, efforts to regulate digital wallet fraud were stymied when the Consumer Financial Protection Bureau lost its authority to supervise companies like Google Pay.
Consumer advocates say this lack of oversight leaves customers vulnerable, with little recourse when things go wrong.
In Australia, Ian’s case finally reached the Supreme Court. For a brief moment, it looked like he might win by default when NAB missed a deadline.
But the bank’s legal team swooped in, had the judgment set aside, and now the case is back on—public, messy, and potentially costly for Ian, who risks bankruptcy if he loses and is ordered to pay the bank’s costs.
Ian’s story is a cautionary tale for anyone who banks online or uses digital wallets.
Fraud is on the rise, and even the most careful among us can fall victim. Banks have a duty to protect their customers, but as Ian’s experience shows, getting them to admit fault—or even just listen—can be an uphill battle.
Have you ever had to fight for a refund or an apology? Did your bank support you or feel like you were banging your head against a brick wall? Share your stories in the comments below.
Read more: NAB slapped with record fines over mishandling customer data
But for a 73-year-old Aussie from Bendigo, Victoria, that’s precisely what his life has become—a one-man crusade against one of Australia’s biggest banks, all over $1,338 in fraudulent transactions.
It all started on a chilly spring morning in 2022. Like many of us, Ian Williams was checking his bank account daily (from the comfort of the loo, no less—let’s be honest, we’ve all been there).
But instead of the usual, he spotted two transactions he didn’t recognise: $515 and $823, both at a Coles supermarket in Bundoora, 150 kilometres from his home.
Victorian pensioner Ian Williams takes NAB to court after $1,338 in fraudulent transactions sparked a dispute. Credit: Facebook
Naturally, Ian called his bank—uBank, a subsidiary of NAB—expecting a quick fix.
Instead, he was told the transactions were made using his Google Pay account, with his phone and thumbprint.
In other words, the bank said, 'You did it, mate.' For Ian, that accusation stung more than the missing money.
Most people would have given up after the first 'no' from the bank. Not Ian. He gathered evidence: his phone’s map app showed he hadn’t left Bendigo, his sleep app proved he was tucked up in bed, and his call logs showed he was chatting with a mate over a cuppa.
He even went to the police, who confirmed his story and collected CCTV footage from the supermarket.
The footage showed two young blokes—neither of whom looked anything like Ian—using what appeared to be cloned digital cards.
With all this evidence, Ian thought the bank would surely see reason. But after months of back-and-forth, the best NAB would offer was a refund—if he signed a non-disclosure agreement and agreed the bank wasn’t at fault.
For Ian, it wasn’t about the money anymore. 'It’s the principle of the thing. I just won’t wear being called a liar,' he said.
He wanted an apology, an admission of fault, and—if he won big—he planned to donate the money to Indigenous health charities.
He spent countless nights poring over legal codes, case law, and legislation, building his case from scratch.
He even calculated his damages: $1,338 was 5.5 per cent of his annual pension, so he sought 5.5 per cent of NAB’s 2022 profit—an eye-watering $379 million.
'Things need to be proportionate,' he quipped.
His claim? That NAB failed to protect its banking credentials, didn’t use proper fraud detection, breached its duty to protect customers, and didn’t follow the ASIC ePayments Code.
In short, he argued, the bank’s systems let him down—and he wasn’t the only one.
Dutch cybersecurity specialist Eward Driehuis dubbed it 'ghost tapping'—criminals stealing card details, adding them to digital wallets on burner phones, and using them to make purchases worldwide.
Sometimes, victims are unwittingly helped by entering a one-time password sent to their phone, not realising it was authorising a scammer’s device.
Ian did receive such texts before the fraudulent transactions, but doesn’t recall authorising anything.
Regardless, he believes the bank should have picked up on the suspicious activity—after all, how could his card be used in two places at once?
The issue isn’t just local. In the US, efforts to regulate digital wallet fraud were stymied when the Consumer Financial Protection Bureau lost its authority to supervise companies like Google Pay.
In Australia, Ian’s case finally reached the Supreme Court. For a brief moment, it looked like he might win by default when NAB missed a deadline.
But the bank’s legal team swooped in, had the judgment set aside, and now the case is back on—public, messy, and potentially costly for Ian, who risks bankruptcy if he loses and is ordered to pay the bank’s costs.
Ian’s story is a cautionary tale for anyone who banks online or uses digital wallets.
Fraud is on the rise, and even the most careful among us can fall victim. Banks have a duty to protect their customers, but as Ian’s experience shows, getting them to admit fault—or even just listen—can be an uphill battle.
Read more: NAB slapped with record fines over mishandling customer data
