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Why do banks lose APP scam complaints at the ombudsman?

  1. 1Most often because the bank did not step in when a payment looked unusual for the customer, even though it had the chance to.[1]
  2. 2Warnings that were generic, rather than about the scam in front of it, rarely count.[2]
[1] Ombudsman final decision: the payment was out of character with how the account was normally used

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