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When someone has used your card to withdraw money, paid with your card or made transfers from your account without permission, it is called an unauthorised transaction. When you discover an unauthorised transaction you should immediately call the bank and have your accounts blocked.
Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.
If you are the subject of fraud - keep this in mind
Call the bank immediately and block your accounts.
Contact the police and report the incident.
Submit a claim for the unauthorized withdrawals to your bank.
When someone has withdrawn money with your card, paid with your card, or made transfers from your account without permission, you have been subjected to fraud or a so-called unauthorised transaction.
Different methods
You can be subjected to bank fraud and card fraud in different ways.
When it comes to bank fraud, it is common for fraudsters to call you and urge you to transfer money or approve a login to your account.
In the case of card fraud, the fraudsters have accessed your card details. For example, you may have shopped on a fake website and provided your card details there. Another method fraudsters use to obtain your card details is to call you and claim they are calling from your bank. You may also receive a text message stating that you can pick up a package from the post office but that you must first provide your card details.
The first thing you should do if you have been affected by bank fraud or card fraud, and thus an unauthorised transaction, is to immediately call the bank and have your accounts blocked.
Do not use the phone number the fraudster called from. Look up the bank's phone number yourself. There is often a blocking number that is staffed around the clock. When contacting the bank, you should also dispute the transaction, that is, inform them that it was not you who transferred money from your accounts.
The main rule is that you are not liable for payment if you fall victim to unauthorised withdrawals.
However, if it is considered that you have been very careless or understood the risks but continued anyway, it may be deemed that you are responsible for what has happened. For you as a consumer, this means that you will not get back the full amount or parts of the amount you lost. Your responsibility regarding an unauthorised withdrawal must be assessed on a case-by-case basis.
A ruling from the Supreme Court has given you a greater chance of getting your money back in the event of an unauthorised transaction.
According to the court, for you to be liable for the full amount yourself, it requires that you were aware of and realised the risk of an unauthorised transaction but still acted on the fraudster's instructions. The bank has the burden of proof to show that you acted in a way that makes you liable for part or all of the loss.
The National Board for Consumer Disputes makes the same assessment
The National Board for Consumer Disputes (ARN), following the Supreme Court's ruling, has examined cases on the subject. In most of these cases, ARN has determined that the bank should repay all or part of the lost amount.
Report to the bank if you believe you have been subjected to any form of fraud, such as through Swish. Also, file a police report.
The Supreme Court ruling did not address the issue of a Swish payment made by a consumer on a fraudster's instructions as constituting a so-called unauthorised transaction. Therefore, you cannot refer to it.
However, the National Board for Consumer Disputes (ARN) has in several cases considered that such Swish payments do not constitute an unauthorised transaction. The same applies to other transfers where the consumer, on the fraudster's instructions, has carried out all the steps themselves.
The district court has also examined the issue and considered that such Swish payments do not constitute an unauthorised transaction.
The Swedish Consumer Agency does not share ARN's and the district court's view on the matter and will appeal the district court's ruling.
Have you received a decision from the bank that you are dissatisfied with? There are different ways to proceed.
National Board for Consumer Disputes (ARN)
You can file a complaint with the authority National Board for Consumer Disputes (ARN) if you and the company do not agree. ARN assesses your case and then recommends how your dispute should be resolved. Most companies follow ARN's recommendations. A normal processing time is about 6 months.
It costs 150 kronor to file a complaint with ARN. In your complaint, you can request that the company reimburses you for the cost if ARN rules in your favour.
When you submit your case to ARN, it is important that you attach all documents that support your case. For example, if you point out that you have hearing difficulties or dementia, you need to include a current medical certificate. Also, attach the documents you used when you complained to the bank.
Have you already had your case reviewed by ARN? Then you cannot turn to ARN again, even if legal practice has changed.
You can also choose to have the dispute tried in court. Trying a dispute in court costs money, but the court's decision must be followed. You can also turn to the court if ARN has already assessed the case and you want a new trial.
KO representative
If you want to try the dispute in a court of law you can also apply to have a KO representative present your case. In some cases, the Consumer Ombudsman (Konsumentombudsman, KO) can help you in the dispute. KO can in such cases act as your representative in a court of law.
There are skilled fraudsters who can trick you into giving out your bank details, which leads to the fraudster being able to perform transactions from your bank account.
Consider this
Never approve an activity with your e-ID without carefully reading what you are approving.
Do not give out bank details at the request of someone else via phone, email, or social media, even if the person claims to represent your bank, an authority, or a company.
If you are unsure whether it is the bank calling, you can always end the call and call your bank yourself.
Other measures that may be worth considering include blocking unknown numbers on your phone, deleting your details online as much as possible, and registering your phone with NIX-telephone. Another idea could be to get an unlisted phone number. However, these measures do not prevent all fraudsters, and there are certain things you need to keep in mind.
Card fraud means that your payment card is used without your approval for payment or to withdraw cash. Card fraud can, for example, start with you being asked to share your card details in a conversation, clicking on a link in a phishing email or phishing SMS, clicking on a fake advertisement, or installing a virus-infected app on your computer.
To avoid falling victim to card fraud, you should be careful about giving out your card details or PIN. Do not lend your card or leave it unattended.
Contact the bank as soon as possible if you suspect you have been subjected to fraud.
Consider this
Avoid clicking on links that come via email or SMS that you do not recognise.
Be cautious with programmes you are asked to install on your computer.
Avoid advertisements with offers that seem too good to be true.
Hang up the phone if someone calls and wants you to share your card details.
Never give out the PIN to your card to anyone.
Never store the PIN, for example written on a note, together with the card.
Never leave your card unattended. For example, if you are at a restaurant, never leave the card in your jacket pocket if you leave the table.
Protect your PIN when entering it in a shop or at an ATM.
The content on this page has been created in collaboration with one or more authorities and consumer agencies. The Swedish Consumer Agency collaborates with others in our mission to guide consumers.
