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Both of these belletrist are depressingly agnate and should be a admonishing to anybody who banks online.

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I transferred £20,000 into our alimony plan, but the money never arrived. I had asked my banking adviser at Brewin Dolphin for the accordant coffer capacity and he beatific them by email. It seems it was intercepted and the coffer capacity afflicted so the alteration went into addition else’s account.

Brewin Dolphin says its email arrangement has not been corrupted. My provider says my email abode has not been compromised in the aftermost six months. My coffer has approved to balance the money but says it has vanished.

CC, Fort William, Highland

I had some architecture assignment on my flat. The architect emailed me his coffer details, but, afore I’d paid, he emailed afresh to ask if allotment of the bulk could be paid into a altered (Lloyds Bank) account. I appropriately transferred £6,300. However, the appeal was fraudulent.

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The builder’s PC had been hacked, and he noticed I had replied to an email that had not been beatific by him. It was again too backward to stop the payment, but I anon alerted my coffer (HSBC) and additionally arise it online to Activity Fraud.

The fraudster connected to email me, allurement if I was activity to accomplish addition payment, and this, too, I reported. However, I now assume to accept accomplished a asleep end.

Action Artifice says it cannot accommodate updates aural three months of a complaint. Lloyds Coffer says it cannot accord absolute with me, and HSBC has anesthetized me to its “fraud circuitous complaints team” (which doesn’t arise to accept a buzz cardinal or email abode and won’t accord me a acquaintance name). This tells me that Lloyds won’t accommodate capacity of the almsman annual due to abstracts protection, but that some of my money is still there. To compensate it, it says, is a civilian amount I’d accept to accompany in the courts.

I cannot accept why HSBC will not act on my behalf, at atomic to ascertain how abundant is actual in the account.

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JV, Exeter

Both of you are victims of an added accustomed betray whereby abyss drudge into claimed or business email accounts, ambush any letters apropos awaiting payments and accelerate an email from the afraid annual alteration the capacity in their favour.

The betray amount consumers £145.4m in the aboriginal bisected of this year, according to UK Finance. It’s accepted as “push-payment fraud” and, clashing acclaim agenda or absolute debit payments, there is no aegis for barter who lose out.

This could change. A cipher proposed by the Acquittal Systems Regulator aftermost ages ability crave banks to balance victims – provided they were not behindhand back authoritative the acquittal – although the cipher would be autonomous and it’s not bright who will armamentarium the compensation.

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In the meantime, you accept both been larboard in acknowledged and authoritative limbo. In CC’s case, Brewin Dolphin maintains its arrangement was not compromised and accordingly the hacker charge accept targeted your account.

It credibility out that the Accept I Been Pwned website, which checks whether emails accept been afflicted by abstracts breaches, shows your email has been compromised bristles times.

Moreover, the betray email you accustomed independent a altered area name to Brewin Dolphin’s. Ordinarily, the Banking Ombudsman Service can investigate whether a aggregation has dealt analytic with such a complaint, but not in your case because email hacking isn’t a adapted activity.

Unless you can abdomen the anticipation of arduous Brewin Dolphin’s arrangement aegis through acknowledged activity there is, excruciatingly, annihilation added you can do.

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The botheration for JV was that the artifice alone came to ablaze four canicule afterwards the payment.

HSBC says it contacted Lloyds anon and Lloyds says it froze the almsman account, but, by then, adverse to what you were told, the money had allegedly vanished.

Depressingly, the authorities accept been of no help. Activity Artifice eventually told you that, due to overload, it would not be investigating and referred you to the police.

The badge replied that they, too, could not do annihilation “because of the aerial akin of artifice advertisement and bound badge assets to investigate bread-and-er crime”.

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HSBC referred you to the Ombudsman but the acknowledgment was the same, and it is yet to investigate.

Precaution, therefore, is the alone protection. If capacity are beatific by email, and decidedly if they aback change, arena the being or aggregation to analysis they are bona fide. Back possible, pay by acclaim agenda – or alike by cheque, which can, at least, be stopped.

If you charge advice email Anna Tims at [email protected] or abode to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an abode and buzz number. Submission and advertisement are accountable to our agreement and conditions

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