The Bank Says You Authorised It

Why the bank calls it “authorised”

Banks classify a transaction as authorised when it was completed using your genuine login, PIN, or one-time password, even if you were deceived into providing it or approving it. This is different from a transaction made without any action from you at all.

This distinction matters for how the bank investigates, but it does not automatically mean the loss was your fault. Many scams are built specifically to get a real approval out of you.

This can feel unfair when you were clearly deceived from the start. Understanding the bank’s terminology still helps, since it lets you frame your dispute in a way the investigation process responds to. That is more useful than arguing against a label the bank is unlikely to change.

How deception fits into an “authorised” transfer

If a call, message, or fake app convinced you to enter your details, confirm a transfer, or approve a login, the deception is the core of the case. It is not a side note. Describe exactly what you were told and shown at each step.

Common tactics include a caller posing as bank security staff, a fake app that mirrors your banking app, or a message with a link to a fraudulent login page. The page is designed to look convincing while it captures your details.

This is common in account takeover cases, where the scammer walks the victim through steps that look routine, such as a “security verification” that is actually an approval.

Building a stronger dispute

Write a clear timeline: what the caller or message said, what you were asked to do, and when you realised something was wrong. Attach screenshots, call logs, or messages that show the deception, not just the transaction itself.

Submit this formally through your bank’s dispute or fraud process, and ask for written confirmation that your complaint has been logged.

If you have the caller’s phone number, the fake app’s name, or the website address used, include these details specifically, since they can sometimes be matched to other reported cases.

Escalating if the first answer is no

If the bank rejects the dispute, ask for the reasons in writing and escalate through the bank’s formal complaint channel. Unresolved eligible disputes can go to the Ombudsman for Financial Services for an independent review.

Ask specifically what evidence the bank considered and what would change the outcome, rather than accepting a general rejection. A specific question often produces a more detailed response.

What to do next

Keep a police report on file, since it supports both the bank dispute and any later steps. If the amount is significant, an honest view of whether legal action is worth it can help you weigh what comes after the bank process.

Your bank dispute and any police report can proceed in parallel, since each serves a different purpose and neither needs to wait for the other to conclude.