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Bank refunds pensioner's scammed money…and then snatches it back?

Update: The lovely Virginia Malcher has reached out to us to address certain comments made by the members. Please scroll down below for the updated version of this article.

When Virginia Malcher, a pensioner from New South Wales, decided to sell her old couch online, she never could have imagined the ordeal that would follow.

What started as an innocent transaction became a lengthy battle with her bank over a sophisticated scam that cost Ms Malcher over $1,000.


After a local op shop rejected Ms Malcher’s couch because it wasn’t in the best condition, she opted to sell it online via Gumtree, a classified ads website. When an interested buyer quickly contacted her about the couch, her initial thought was that she’d just found a keen customer.

‘I got this call straight away from this woman,’ she explained.

‘She said she lived in Brisbane and really wanted it.’

But alarm bells started ringing when the supposed buyer insisted a courier would pick up the couch and transport it all the way from New South Wales to Queensland.


Screenshot 2023-08-22 125310.png
Virginia Malcher, an aged pensioner from New South Wales, fell for a scam after trying to sell her old couch online. Credit: Shutterstock


Ms Malcher recalled: ‘I said, “It's going to cost you a lot”, and she was like, “My company will get it”.’

'I’ll send you the courier details—give me your account, and I’ll pay straight away,' the buyer told Ms Malcher on the messaging platform WhatsApp.

Despite her hesitation, the courier form looked legitimate, so she handed over her bank card details.


Unfortunately, it was a fake form used by scammers to steal money.

Ms Malcher, a former employee of Westpac Bank, said she immediately realised she had fallen for an online shopping scam. 'I got this text from Westpac saying “roughly $1,100 came out of your account in New Zealand”. I straight away realised what was happening.'

This type of scam uses fake couriers and delivery confirmations to convince victims that their money has been safely spent on real purchases.

Ms Malcher reached out to the buyer, writing: ‘I said to this woman “I’m an aged pensioner, how can you do this to somebody?” And that’s when she started abusing me.’


She took a screenshot of the threatening messages the buyer had sent her way before the conversation was deleted. Ms Malcher also said that the buyer was calling her ‘every few minutes’ on WhatsApp.

‘My heart was pounding, and I was taking as many screenshots of everything as I could. She deleted the (Whatsapp) number really quick, and I had no record after that,’ she recalled.

Her bank, Westpac, was quick to respond. They cancelled Ms Malcher’s card, issued a new one, and refunded the stolen money. Within a fortnight, the issue was resolved—or so she thought.

A couple of months later, Westpac reversed the refund. The bank said they had received a 'delivery confirmation' from the scammers as supposed proof that Ms Malcher received the goods she supposedly 'purchased'.

‘They've got to take the word of this stupid piece of paper—anybody can produce that,’ she stated.


Unfortunately, her transaction dispute and complaint didn’t go in her favour.

The bank closed her case and explained the situation via email: ‘Our investigation shows the card was present at the point of purchase, effectively authorising the transaction.’

‘As the card wasn't reported lost or stolen, we are unfortunately unable to intervene to obtain a refund for you,’ it read.

But Ms Malcher didn’t give up—she contacted her bank repeatedly about the issue.

‘I finally got a sympathetic person—they said, “We totally understand, and I'm sorry that you were treated like that, but unfortunately, we have to draw the line somewhere”,’ she said.

She added: ‘I was the stupid idiot who gave them my account details. I thought, “I'm going to have to cop this because I made that stupid error”.’


It is understood that Westpac has a money-back guarantee for fraudulent transactions—with a catch. The guarantees promise refunds, but only if the customer did not 'contribute to the loss'. The banks can use this clause to avoid refunding scam victims.

Due to the incident, Ms Malcher felt she was let down by her bank. ‘The hardest part was the fact that they wouldn't believe me, and they took the word of this supposed delivery docket,’ she shared.

‘It's the fact my case was so blatantly obvious that I wasn't actually buying anything,’ she continued.

A Westpac spokesperson refused to comment on Ms Malcher’s case, stating: ‘Due to confidentiality obligations, we are unable to comment on individual customer matters.’

They added: ‘Stopping scams is one of our biggest priorities, and we continue investing significantly in scam prevention measures. When customers decide to transfer their money to scammers, we work hard to recover funds on their behalf where possible.’


In a welcome surprise, after being contacted by the media about Ms Malcher’s experience, Westpac reversed their decision and re-refunded her money, along with an apology.

It was a lengthy and tedious battle, which Ms Malcher believed would be difficult for more vulnerable people to take on when they want to dispute a transaction.

‘They've got no hope,’ she said.

So, how can people stay safe when shopping online?

Westpac warned their customers: ‘Never click on any link sent via text message or email asking you to download software, provide personal details or make a payment.’

‘Westpac will never send links in unsolicited text messages,’ their reminder said.

Gumtree, on the other hand, offered this advice to their customers:

'While the vast majority of experiences on Gumtree are successful and hassle-free, we always recommend our users to follow these simple steps to ensure they get the best out of their use of Gumtree:
  • Never send money by bank transfer or payment service that is not PayPal through Gumtree messages. We only recommend Gumtree's PayPal integration or cash in person.
  • If it sounds too good to be true, then it probably isn't true
  • Always use common sense'
You can post at our Scam Watch forum if you come across anything suspicious so other members can stay informed.

You may also contact Services Australia's Scams and Identity Theft Helpdesk on 1800 941 126 or send a report to the Australian Competition and Consumer Commission here: https://www.scamwatch.gov.au/report-a-scam

If the worst case happens, seek advice from the Australian Financial Complaints Authority if you’re unhappy with how your bank has responded to your situation.

Key Takeaways

  • Virginia Malcher, after attempting to sell a sofa online, lost over $1,000 from her account to a scam buyer.
  • Despite initial action from Westpac Bank to refund the money and issue a new card, the bank later took back the refund based on a 'delivery confirmation' from the scammers.
  • After disputes and the case gaining media attention, Westpac refunded Malcher a second time and apologised.
  • Malcher emphasised a need for caution with unknown buyers online and raised concerns over more vulnerable individuals who might fall victim to similar scams.

Virginia's response:

In an email, Virginia noticed that people were asking her why she gave out her card details. According to her, the scammer directed her to a legitimate courier site where she had to enter her bank details in order for the scammer to pay her.

She followed the instructions and had a gut feeling that things didn’t seem right. By the time she caught on, they already had her money. She then explained that she's normally very careful, and is warning that these schemes can happen to anyone in a split second.


Members, do you have any tips or stories about similar scams? Share them in the comments below!
 
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When Virginia Malcher, a pensioner from New South Wales, decided to sell her old couch online, she never could have imagined the ordeal that would follow.

What started as an innocent transaction became a lengthy battle with her bank over a sophisticated scam that cost Ms Malcher over $1,000.


After a local op shop rejected Ms Malcher’s couch because it wasn’t in the best condition, she opted to sell it online via Gumtree, a classified ads website. When an interested buyer quickly contacted her about the couch, her initial thought was that she’d just found a keen customer.

‘I got this call straight away from this woman,’ she explained.

‘She said she lived in Brisbane and really wanted it.’

But alarm bells started ringing when the supposed buyer insisted a courier would pick up the couch and transport it all the way from New South Wales to Queensland.


View attachment 32796
Virginia Malcher, an aged pensioner from New South Wales, fell for a scam after trying to sell her old couch online. Credit: Shutterstock


Ms Malcher recalled: ‘I said, “It's going to cost you a lot”, and she was like, “My company will get it”.’

'I’ll send you the courier details—give me your account, and I’ll pay straight away,' the buyer told Ms Malcher on the messaging platform WhatsApp.

Despite her hesitation, the courier form looked legitimate, so she handed over her bank card details.


Unfortunately, it was a fake form used by scammers to steal money.

Ms Malcher, a former employee of Westpac Bank, said she immediately realised she had fallen for an online shopping scam. 'I got this text from Westpac saying “roughly $1,100 came out of your account in New Zealand”. I straight away realised what was happening.'

This type of scam uses fake couriers and delivery confirmations to convince victims that their money has been safely spent on real purchases.

Ms Malcher reached out to the buyer, writing: ‘I said to this woman “I’m an aged pensioner, how can you do this to somebody?” And that’s when she started abusing me.’


She took a screenshot of the threatening messages the buyer had sent her way before the conversation was deleted. Ms Malcher also said that the buyer was calling her ‘every few minutes’ on WhatsApp.

‘My heart was pounding, and I was taking as many screenshots of everything as I could. She deleted the (Whatsapp) number really quick, and I had no record after that,’ she recalled.

Her bank, Westpac, was quick to respond. They cancelled Ms Malcher’s card, issued a new one, and refunded the stolen money. Within a fortnight, the issue was resolved—or so she thought.

A couple of months later, Westpac reversed the refund. The bank said they had received a 'delivery confirmation' from the scammers as supposed proof that Ms Malcher received the goods she supposedly 'purchased'.

‘They've got to take the word of this stupid piece of paper—anybody can produce that,’ she stated.


Unfortunately, her transaction dispute and complaint didn’t go in her favour.

The bank closed her case and explained the situation via email: ‘Our investigation shows the card was present at the point of purchase, effectively authorising the transaction.’

‘As the card wasn't reported lost or stolen, we are unfortunately unable to intervene to obtain a refund for you,’ it read.

But Ms Malcher didn’t give up—she contacted her bank repeatedly about the issue.

‘I finally got a sympathetic person—they said, “We totally understand, and I'm sorry that you were treated like that, but unfortunately, we have to draw the line somewhere”,’ she said.

She added: ‘I was the stupid idiot who gave them my account details. I thought, “I'm going to have to cop this because I made that stupid error”.’


It is understood that Westpac has a money-back guarantee for fraudulent transactions—with a catch. The guarantees promise refunds, but only if the customer did not 'contribute to the loss'. The banks can use this clause to avoid refunding scam victims.

Due to the incident, Ms Malcher felt she was let down by her bank. ‘The hardest part was the fact that they wouldn't believe me, and they took the word of this supposed delivery docket,’ she shared.

‘It's the fact my case was so blatantly obvious that I wasn't actually buying anything,’ she continued.

A Westpac spokesperson refused to comment on Ms Malcher’s case, stating: ‘Due to confidentiality obligations, we are unable to comment on individual customer matters.’

They added: ‘Stopping scams is one of our biggest priorities, and we continue investing significantly in scam prevention measures. When customers decide to transfer their money to scammers, we work hard to recover funds on their behalf where possible.’


In a welcome surprise, after being contacted by the media about Ms Malcher’s experience, Westpac reversed their decision and re-refunded her money, along with an apology.

It was a lengthy and tedious battle, which Ms Malcher believed would be difficult for more vulnerable people to take on when they want to dispute a transaction.

‘They've got no hope,’ she said.

So, how can people stay safe when shopping online?

Westpac warned their customers: ‘Never click on any link sent via text message or email asking you to download software, provide personal details or make a payment.’

‘Westpac will never send links in unsolicited text messages,’ their reminder said.

Gumtree, on the other hand, offered this advice to their customers:


You can post at our Scam Watch forum if you come across anything suspicious so other members can stay informed.

You may also contact Services Australia's Scams and Identity Theft Helpdesk on 1800 941 126 or send a report to the Australian Competition and Consumer Commission here: https://www.scamwatch.gov.au/report-a-scam

If the worst case happens, seek advice from the Australian Financial Complaints Authority if you’re unhappy with how your bank has responded to your situation.

Key Takeaways

  • Virginia Malcher, after attempting to sell a sofa online, lost over $1,000 from her account to a scam buyer.
  • Despite initial action from Westpac Bank to refund the money and issue a new card, the bank later took back the refund based on a 'delivery confirmation' from the scammers.
  • After disputes and the case gaining media attention, Westpac refunded Malcher a second time and apologised.
  • Malcher emphasised a need for caution with unknown buyers online and raised concerns over more vulnerable individuals who might fall victim to similar scams.

Members, do you have any tips or stories about similar scams? Share them in the comments below!
 
When Virginia Malcher, a pensioner from New South Wales, decided to sell her old couch online, she never could have imagined the ordeal that would follow.

What started as an innocent transaction became a lengthy battle with her bank over a sophisticated scam that cost Ms Malcher over $1,000.


After a local op shop rejected Ms Malcher’s couch because it wasn’t in the best condition, she opted to sell it online via Gumtree, a classified ads website. When an interested buyer quickly contacted her about the couch, her initial thought was that she’d just found a keen customer.

‘I got this call straight away from this woman,’ she explained.

‘She said she lived in Brisbane and really wanted it.’

But alarm bells started ringing when the supposed buyer insisted a courier would pick up the couch and transport it all the way from New South Wales to Queensland.


View attachment 32796
Virginia Malcher, an aged pensioner from New South Wales, fell for a scam after trying to sell her old couch online. Credit: Shutterstock


Ms Malcher recalled: ‘I said, “It's going to cost you a lot”, and she was like, “My company will get it”.’

'I’ll send you the courier details—give me your account, and I’ll pay straight away,' the buyer told Ms Malcher on the messaging platform WhatsApp.

Despite her hesitation, the courier form looked legitimate, so she handed over her bank card details.


Unfortunately, it was a fake form used by scammers to steal money.

Ms Malcher, a former employee of Westpac Bank, said she immediately realised she had fallen for an online shopping scam. 'I got this text from Westpac saying “roughly $1,100 came out of your account in New Zealand”. I straight away realised what was happening.'

This type of scam uses fake couriers and delivery confirmations to convince victims that their money has been safely spent on real purchases.

Ms Malcher reached out to the buyer, writing: ‘I said to this woman “I’m an aged pensioner, how can you do this to somebody?” And that’s when she started abusing me.’


She took a screenshot of the threatening messages the buyer had sent her way before the conversation was deleted. Ms Malcher also said that the buyer was calling her ‘every few minutes’ on WhatsApp.

‘My heart was pounding, and I was taking as many screenshots of everything as I could. She deleted the (Whatsapp) number really quick, and I had no record after that,’ she recalled.

Her bank, Westpac, was quick to respond. They cancelled Ms Malcher’s card, issued a new one, and refunded the stolen money. Within a fortnight, the issue was resolved—or so she thought.

A couple of months later, Westpac reversed the refund. The bank said they had received a 'delivery confirmation' from the scammers as supposed proof that Ms Malcher received the goods she supposedly 'purchased'.

‘They've got to take the word of this stupid piece of paper—anybody can produce that,’ she stated.


Unfortunately, her transaction dispute and complaint didn’t go in her favour.

The bank closed her case and explained the situation via email: ‘Our investigation shows the card was present at the point of purchase, effectively authorising the transaction.’

‘As the card wasn't reported lost or stolen, we are unfortunately unable to intervene to obtain a refund for you,’ it read.

But Ms Malcher didn’t give up—she contacted her bank repeatedly about the issue.

‘I finally got a sympathetic person—they said, “We totally understand, and I'm sorry that you were treated like that, but unfortunately, we have to draw the line somewhere”,’ she said.

She added: ‘I was the stupid idiot who gave them my account details. I thought, “I'm going to have to cop this because I made that stupid error”.’


It is understood that Westpac has a money-back guarantee for fraudulent transactions—with a catch. The guarantees promise refunds, but only if the customer did not 'contribute to the loss'. The banks can use this clause to avoid refunding scam victims.

Due to the incident, Ms Malcher felt she was let down by her bank. ‘The hardest part was the fact that they wouldn't believe me, and they took the word of this supposed delivery docket,’ she shared.

‘It's the fact my case was so blatantly obvious that I wasn't actually buying anything,’ she continued.

A Westpac spokesperson refused to comment on Ms Malcher’s case, stating: ‘Due to confidentiality obligations, we are unable to comment on individual customer matters.’

They added: ‘Stopping scams is one of our biggest priorities, and we continue investing significantly in scam prevention measures. When customers decide to transfer their money to scammers, we work hard to recover funds on their behalf where possible.’


In a welcome surprise, after being contacted by the media about Ms Malcher’s experience, Westpac reversed their decision and re-refunded her money, along with an apology.

It was a lengthy and tedious battle, which Ms Malcher believed would be difficult for more vulnerable people to take on when they want to dispute a transaction.

‘They've got no hope,’ she said.

So, how can people stay safe when shopping online?

Westpac warned their customers: ‘Never click on any link sent via text message or email asking you to download software, provide personal details or make a payment.’

‘Westpac will never send links in unsolicited text messages,’ their reminder said.

Gumtree, on the other hand, offered this advice to their customers:


You can post at our Scam Watch forum if you come across anything suspicious so other members can stay informed.

You may also contact Services Australia's Scams and Identity Theft Helpdesk on 1800 941 126 or send a report to the Australian Competition and Consumer Commission here: https://www.scamwatch.gov.au/report-a-scam

If the worst case happens, seek advice from the Australian Financial Complaints Authority if you’re unhappy with how your bank has responded to your situation.

Key Takeaways

  • Virginia Malcher, after attempting to sell a sofa online, lost over $1,000 from her account to a scam buyer.
  • Despite initial action from Westpac Bank to refund the money and issue a new card, the bank later took back the refund based on a 'delivery confirmation' from the scammers.
  • After disputes and the case gaining media attention, Westpac refunded Malcher a second time and apologised.
  • Malcher emphasised a need for caution with unknown buyers online and raised concerns over more vulnerable individuals who might fall victim to similar scams.

Members, do you have any tips or stories about similar scams? Share them in the comments below!
So sorry for what happened to you but never ever give any other person your bank details no matter what they say. We learnt that lesson the hard way I paid for a mobility scooter and even got a tracking number and once money was taken found a message with a bloke walking along a cliff edge and laughing saying you have been scammed and couldn't get our money back never trust anyone who wants money first as I say to them meet up or don't bother. Terrible hard lesson so sorry
 
really, no red flags when someone in Qld buys an old couch (that a charity mob said was below par) in NSW. Really, I'd be selling my shares in Westpac on the basis they rewarded someone that broke EVERY rule they tell customers not to do.
 
Yes, it is easy to get caught out - and everyone is aware of the risks. Don't operate in the danger zone if you are clueless - otherwise you only have yourself to blame if it goes wrong.
 
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Reactions: Babbie
Same old story. I have used gumtree and marketplace several times with no problem at all. Pick up the goods in person , cash only on pickup, end of story.
I agree, I've used gumtree in many occasions, no problem.
But she was selling, not buying, so why is she giving someone her card number????
 
Well all I can say is I hope she isn’t in this group being told how stupid she is ! I’m sure she knows that. It is so easy to get caught out as thousands have daily. Especially if you are elderly and a bit on the anxious side you tend to do as someone is telling you.
Even giving someone your card number when you're not buying anything???
 
When Virginia Malcher, a pensioner from New South Wales, decided to sell her old couch online, she never could have imagined the ordeal that would follow.

What started as an innocent transaction became a lengthy battle with her bank over a sophisticated scam that cost Ms Malcher over $1,000.


After a local op shop rejected Ms Malcher’s couch because it wasn’t in the best condition, she opted to sell it online via Gumtree, a classified ads website. When an interested buyer quickly contacted her about the couch, her initial thought was that she’d just found a keen customer.

‘I got this call straight away from this woman,’ she explained.

‘She said she lived in Brisbane and really wanted it.’

But alarm bells started ringing when the supposed buyer insisted a courier would pick up the couch and transport it all the way from New South Wales to Queensland.


View attachment 32796
Virginia Malcher, an aged pensioner from New South Wales, fell for a scam after trying to sell her old couch online. Credit: Shutterstock


Ms Malcher recalled: ‘I said, “It's going to cost you a lot”, and she was like, “My company will get it”.’

'I’ll send you the courier details—give me your account, and I’ll pay straight away,' the buyer told Ms Malcher on the messaging platform WhatsApp.

Despite her hesitation, the courier form looked legitimate, so she handed over her bank card details.


Unfortunately, it was a fake form used by scammers to steal money.

Ms Malcher, a former employee of Westpac Bank, said she immediately realised she had fallen for an online shopping scam. 'I got this text from Westpac saying “roughly $1,100 came out of your account in New Zealand”. I straight away realised what was happening.'

This type of scam uses fake couriers and delivery confirmations to convince victims that their money has been safely spent on real purchases.

Ms Malcher reached out to the buyer, writing: ‘I said to this woman “I’m an aged pensioner, how can you do this to somebody?” And that’s when she started abusing me.’


She took a screenshot of the threatening messages the buyer had sent her way before the conversation was deleted. Ms Malcher also said that the buyer was calling her ‘every few minutes’ on WhatsApp.

‘My heart was pounding, and I was taking as many screenshots of everything as I could. She deleted the (Whatsapp) number really quick, and I had no record after that,’ she recalled.

Her bank, Westpac, was quick to respond. They cancelled Ms Malcher’s card, issued a new one, and refunded the stolen money. Within a fortnight, the issue was resolved—or so she thought.

A couple of months later, Westpac reversed the refund. The bank said they had received a 'delivery confirmation' from the scammers as supposed proof that Ms Malcher received the goods she supposedly 'purchased'.

‘They've got to take the word of this stupid piece of paper—anybody can produce that,’ she stated.


Unfortunately, her transaction dispute and complaint didn’t go in her favour.

The bank closed her case and explained the situation via email: ‘Our investigation shows the card was present at the point of purchase, effectively authorising the transaction.’

‘As the card wasn't reported lost or stolen, we are unfortunately unable to intervene to obtain a refund for you,’ it read.

But Ms Malcher didn’t give up—she contacted her bank repeatedly about the issue.

‘I finally got a sympathetic person—they said, “We totally understand, and I'm sorry that you were treated like that, but unfortunately, we have to draw the line somewhere”,’ she said.

She added: ‘I was the stupid idiot who gave them my account details. I thought, “I'm going to have to cop this because I made that stupid error”.’


It is understood that Westpac has a money-back guarantee for fraudulent transactions—with a catch. The guarantees promise refunds, but only if the customer did not 'contribute to the loss'. The banks can use this clause to avoid refunding scam victims.

Due to the incident, Ms Malcher felt she was let down by her bank. ‘The hardest part was the fact that they wouldn't believe me, and they took the word of this supposed delivery docket,’ she shared.

‘It's the fact my case was so blatantly obvious that I wasn't actually buying anything,’ she continued.

A Westpac spokesperson refused to comment on Ms Malcher’s case, stating: ‘Due to confidentiality obligations, we are unable to comment on individual customer matters.’

They added: ‘Stopping scams is one of our biggest priorities, and we continue investing significantly in scam prevention measures. When customers decide to transfer their money to scammers, we work hard to recover funds on their behalf where possible.’


In a welcome surprise, after being contacted by the media about Ms Malcher’s experience, Westpac reversed their decision and re-refunded her money, along with an apology.

It was a lengthy and tedious battle, which Ms Malcher believed would be difficult for more vulnerable people to take on when they want to dispute a transaction.

‘They've got no hope,’ she said.

So, how can people stay safe when shopping online?

Westpac warned their customers: ‘Never click on any link sent via text message or email asking you to download software, provide personal details or make a payment.’

‘Westpac will never send links in unsolicited text messages,’ their reminder said.

Gumtree, on the other hand, offered this advice to their customers:


You can post at our Scam Watch forum if you come across anything suspicious so other members can stay informed.

You may also contact Services Australia's Scams and Identity Theft Helpdesk on 1800 941 126 or send a report to the Australian Competition and Consumer Commission here: https://www.scamwatch.gov.au/report-a-scam

If the worst case happens, seek advice from the Australian Financial Complaints Authority if you’re unhappy with how your bank has responded to your situation.

Key Takeaways

  • Virginia Malcher, after attempting to sell a sofa online, lost over $1,000 from her account to a scam buyer.
  • Despite initial action from Westpac Bank to refund the money and issue a new card, the bank later took back the refund based on a 'delivery confirmation' from the scammers.
  • After disputes and the case gaining media attention, Westpac refunded Malcher a second time and apologised.
  • Malcher emphasised a need for caution with unknown buyers online and raised concerns over more vulnerable individuals who might fall victim to similar scams.

Members, do you have any tips or stories about similar scams? Share them in the comments below!
I received an e-mail supposedly from Google that my account has had suspicious use. the name Google was spelt ""Googl and the alert was spelt ""Alertt. and another link alert was spelt Äleet" so watch out for selling mistakes.
 
I was giving away two couches for free on Marketplace and some scammer tried the ‘courier‘ thing on me. He was sending it to the UK! I told him I’m not that stupid and I don’t scam easy so let’s just forget it. If I was selling something I would state cash on pick up.
 
When Virginia Malcher, a pensioner from New South Wales, decided to sell her old couch online, she never could have imagined the ordeal that would follow.

What started as an innocent transaction became a lengthy battle with her bank over a sophisticated scam that cost Ms Malcher over $1,000.


After a local op shop rejected Ms Malcher’s couch because it wasn’t in the best condition, she opted to sell it online via Gumtree, a classified ads website. When an interested buyer quickly contacted her about the couch, her initial thought was that she’d just found a keen customer.

‘I got this call straight away from this woman,’ she explained.

‘She said she lived in Brisbane and really wanted it.’

But alarm bells started ringing when the supposed buyer insisted a courier would pick up the couch and transport it all the way from New South Wales to Queensland.


View attachment 32796
Virginia Malcher, an aged pensioner from New South Wales, fell for a scam after trying to sell her old couch online. Credit: Shutterstock


Ms Malcher recalled: ‘I said, “It's going to cost you a lot”, and she was like, “My company will get it”.’

'I’ll send you the courier details—give me your account, and I’ll pay straight away,' the buyer told Ms Malcher on the messaging platform WhatsApp.

Despite her hesitation, the courier form looked legitimate, so she handed over her bank card details.


Unfortunately, it was a fake form used by scammers to steal money.

Ms Malcher, a former employee of Westpac Bank, said she immediately realised she had fallen for an online shopping scam. 'I got this text from Westpac saying “roughly $1,100 came out of your account in New Zealand”. I straight away realised what was happening.'

This type of scam uses fake couriers and delivery confirmations to convince victims that their money has been safely spent on real purchases.

Ms Malcher reached out to the buyer, writing: ‘I said to this woman “I’m an aged pensioner, how can you do this to somebody?” And that’s when she started abusing me.’


She took a screenshot of the threatening messages the buyer had sent her way before the conversation was deleted. Ms Malcher also said that the buyer was calling her ‘every few minutes’ on WhatsApp.

‘My heart was pounding, and I was taking as many screenshots of everything as I could. She deleted the (Whatsapp) number really quick, and I had no record after that,’ she recalled.

Her bank, Westpac, was quick to respond. They cancelled Ms Malcher’s card, issued a new one, and refunded the stolen money. Within a fortnight, the issue was resolved—or so she thought.

A couple of months later, Westpac reversed the refund. The bank said they had received a 'delivery confirmation' from the scammers as supposed proof that Ms Malcher received the goods she supposedly 'purchased'.

‘They've got to take the word of this stupid piece of paper—anybody can produce that,’ she stated.


Unfortunately, her transaction dispute and complaint didn’t go in her favour.

The bank closed her case and explained the situation via email: ‘Our investigation shows the card was present at the point of purchase, effectively authorising the transaction.’

‘As the card wasn't reported lost or stolen, we are unfortunately unable to intervene to obtain a refund for you,’ it read.

But Ms Malcher didn’t give up—she contacted her bank repeatedly about the issue.

‘I finally got a sympathetic person—they said, “We totally understand, and I'm sorry that you were treated like that, but unfortunately, we have to draw the line somewhere”,’ she said.

She added: ‘I was the stupid idiot who gave them my account details. I thought, “I'm going to have to cop this because I made that stupid error”.’


It is understood that Westpac has a money-back guarantee for fraudulent transactions—with a catch. The guarantees promise refunds, but only if the customer did not 'contribute to the loss'. The banks can use this clause to avoid refunding scam victims.

Due to the incident, Ms Malcher felt she was let down by her bank. ‘The hardest part was the fact that they wouldn't believe me, and they took the word of this supposed delivery docket,’ she shared.

‘It's the fact my case was so blatantly obvious that I wasn't actually buying anything,’ she continued.

A Westpac spokesperson refused to comment on Ms Malcher’s case, stating: ‘Due to confidentiality obligations, we are unable to comment on individual customer matters.’

They added: ‘Stopping scams is one of our biggest priorities, and we continue investing significantly in scam prevention measures. When customers decide to transfer their money to scammers, we work hard to recover funds on their behalf where possible.’


In a welcome surprise, after being contacted by the media about Ms Malcher’s experience, Westpac reversed their decision and re-refunded her money, along with an apology.

It was a lengthy and tedious battle, which Ms Malcher believed would be difficult for more vulnerable people to take on when they want to dispute a transaction.

‘They've got no hope,’ she said.

So, how can people stay safe when shopping online?

Westpac warned their customers: ‘Never click on any link sent via text message or email asking you to download software, provide personal details or make a payment.’

‘Westpac will never send links in unsolicited text messages,’ their reminder said.

Gumtree, on the other hand, offered this advice to their customers:


You can post at our Scam Watch forum if you come across anything suspicious so other members can stay informed.

You may also contact Services Australia's Scams and Identity Theft Helpdesk on 1800 941 126 or send a report to the Australian Competition and Consumer Commission here: https://www.scamwatch.gov.au/report-a-scam

If the worst case happens, seek advice from the Australian Financial Complaints Authority if you’re unhappy with how your bank has responded to your situation.

Key Takeaways

  • Virginia Malcher, after attempting to sell a sofa online, lost over $1,000 from her account to a scam buyer.
  • Despite initial action from Westpac Bank to refund the money and issue a new card, the bank later took back the refund based on a 'delivery confirmation' from the scammers.
  • After disputes and the case gaining media attention, Westpac refunded Malcher a second time and apologised.
  • Malcher emphasised a need for caution with unknown buyers online and raised concerns over more vulnerable individuals who might fall victim to similar scams.

Members, do you have any tips or stories about similar scams? Share them in the comments below!
If a person does not front up in person with cash I don't do any business with them. I never give my account details out to anyone.
 
Well all I can say is I hope she isn’t in this group being told how stupid she is ! I’m sure she knows that. It is so easy to get caught out as thousands have daily. Especially if you are elderly and a bit on the anxious side you tend to do as someone is telling you.
Absolute rubbish!
 
Good grief, have empathy and compassion gone the same way as the Referendum?

I am amazed at the number of people chastising the pensioner for her mistake. Hasn't she suffered enough? Maybe the people calling her "stupid", "a fool" and "clueless" should consider that not everyone has their high intellect, common sense or lack of reading comprehension.

As I understand, she gave the scammer her bank details NOT BECAUSE SHE THOUGHT SHE WAS BUYING, but because the scammer told her she would deposit the money into her account, a common transaction with bona fide companies. Reading comprehension is such a female dog of a problem.
 
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Maybe I'm having a blonde moment, but I don't understand why you would give your "card details" to someone who is supposed to be paying you??
If they did not have your card number surely the bank could not say you authorised the transaction.
Also if the op shop would not accept the sofa you would have to be pretty stupid to think that someone is going to pay $1000 for it plus freight from NSW to Qld, der!!!
On top of that she says she used to work for Westpac . Should have known better, ten times over.
I don't think she deserved to get her money back, she was extremely lucky
I had the same blonde moment.
 
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