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Wise Payments Limited

Financial Ombudsman decision DRN-5506679 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Unauthorised transaction, Support for vulnerable customers

In the Ombudsman’s words

Generally, Wise is required to refund any unauthorised payments made from Mr H’s account.Unauthorised transaction

Mr H also mentions CCTV footage, which was acquired on his previous ATM dispute with Wise. But as Wise had refused to raise a chargeback claim in this instance and communicated this to Mr H, it did not have the need to acquire it in this case. But I also can’t see any evidence to suggest that Mr H in his own capacity, considering his ultimate and considerable financial loss, followed up or made any attempt to acquire this information from the merchant responsible for the ATM. And I’m persuaded that even if it was obtained it’s difficult to say for certain whether the CCTV footage would have conclusively proven that the funds weren’t dispensed by the machine as Mr H has explained.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5506679.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.