Credit Cards Decision Reference 2023-0102

• Case Outcome: Rejected
• Subject Matter: Credit Cards
• Reference: 2023-0102
• Date: 26 April 2023
• Finantial Sector: Banking
• Conducts Complained Of: Disputed transactions

Decision Ref:

2023-0102

Sector:

Banking

Product / Service:

Credit Cards

Conduct(s) complained of:

Disputed transactions

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns a transaction made by the Complainant with his Credit Card held

with the Provider.

The Complainant’s Case

The Complainant states that he held a Credit Card with the Provider which was linked to a

promotional scheme run by the Provider with a third-party airline. This allowed the

Complainant to accrue benefits towards the purchase of products offered by the third-

party airline.

The Complainant states that he received an email purporting to be from that third party

airline on 13 August 2019, which contained a link now known to be to a fraudulent version

of the airline’s website. The email informed the Complainant that he could redeem a

voucher, once he had performed a transaction of €10 (ten euro). The Complainant states

that this email had similar wording to emails he would regularly receive from both the

Provider and the airline, and therefore he was not suspicious.

The Complainant states that he entered his credit card details into the fraudulent website

and “authorised what [he] understood to be a payment of €10 to [the third party]”. The

Complainant states that he then received an SMS message from the Provider, containing a

six digit One-Time-Password (OTP).