A disabled woman was robbed of more than ہزار 10,000 by a charity employee, which meant she had to help him financially.
The matter was taken up by the charities with the Financial Services Complaints Limited (FSCL), a dispute resolution service, because it believed the credit union should do more to prevent the evacuation.
Ayesha did her banking with a credit union, and got help with her finances from a local charity.
A process was set up to protect Ayesha, which required two signatures, Ayesha and a senior employee of the charity, in front of the signatory with Ayesha.
However, the charity employee, who was also Ayesha’s caregiver, changed the return slip before going to the branch with Ayesha. The caregiver also used a fraudulent transfer slip to transfer Ayesha’s money to a separate account, after which the caregiver used Ayesha’s EFTPOS card to access the ATM. Allowed to withdraw money from M.
A whistleblower noticed that a return slip had been changed, and the credit union contacted the charity.
The matter was referred to the police and an investigation was launched.
The charity also filed a complaint with the FSCL, arguing that credit unions should do more to prevent fraudulent withdrawals.
He argued that it was clear that the return slip had been altered, that Ayesha’s account should have had a withdrawal limit of $ 100 and that the transfer to the ATM account was not authorized at all.
The credit union said it did not believe it was responsible in any way, and that it was enough for Ayesha to sign a waiver in front of the informant and that the charity or Ayesha’s family had a large bank statement. The money should have been withdrawn.
He argued that the FSCL should not investigate because the caregiver could be ordered to compensate Ayesha as part of the police investigation.
The FSCL said in its decision that by allowing one of the return signatures to be signed off-site, the credit union played a key role in making the fraud possible.
The FSCL also said that credit union staff should have taken note of the clear change in the withdrawal slip and the increase in the number of withdrawals from ATMs. Ayesha had never used an ATM before.
The FSCL asked the credit union to return 40% of the stolen money and both parties agreed.
Susan Taylor, CEO of FSCL, said, “Weak customers often need high-level support from the financial institutions they deal with because they may have more needs, so financial institutions Extra effort and care is often needed. “
He said that the obligations to treat non-bank depositors fairly are likely to increase in the near future, with the development of a framework for legislation on the conduct of financial institutions.