They said this… · Banking & payments

“You authorised the transfer, so there can never be a scam reimbursement issue”

Generally incorrect

Authorising a payment does not necessarily end all analysis of an authorised push-payment scam under the applicable reimbursement/regulatory framework.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • The route differs from an unauthorised-payment claim.
  • Eligibility, exclusions and consumer standard-of-care questions can matter.
  • The bank should identify the specific reimbursement regime and reason for refusal.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Card statement and transaction record
  • Underlying contract/order and evidence of breach or misrepresentation
  • Correspondence with the supplier
  • Bank decision and the scheme or legal basis it says it applied

If they still refuse

Move the dispute forward.

  1. Ask the bank to identify whether it assessed Section 75, chargeback or another route.
  2. Keep the underlying merchant evidence: the bank cannot sensibly assess the derivative dispute without it.
  3. Escalate eligible complaints to FOS after the firm’s complaint process.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Section 75Read the full guide.ChargebackRead the full guide.Banking & PaymentsRead the full guide.