Banks accused of letting down online fraud victims

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A voluntary scams code on refunds is not good enough, say campaigners, as ‘authorised push payment’ thefts double

The phone call was not unexpected, but by the time it ended, Ellen Norton’s* plans to get married and buy her first home were dashed. Norton had responded to an email purporting to be from the courier firm DPD, which informed her she had missed an attempted delivery and would have to pay a small fee to rearrange it.

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She realised it was a scam as soon as she had clicked the link and made the payment. She alerted her bank, Halifax, cancelled her debit card, and kept a close eye on her transactions.

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