W mBanku znów cuda. Klientowi zaczęły uciekać pieniądze

Miracles are happening at mBank again. The client started running out of money

Mr. Janek woke up in the morning and saw a terrifying sight. More than PLN 1.5 thousand disappeared from his mBank account.

Exactly PLN 1,620.97 was withdrawn from the mBank account. The money was spent on Bolt trips, but the account owner did not use transport services at that time. He informed on Twitter that the last time he used Bolt was in March, and he spent the entire last week relaxing in the countryside in Masuria. Probably someone else added Mr. Janek's card to their application.

The cardholder acted wisely. He immediately blocked the card (below in the thread he writes that has been reserved, not time-locked), contacted Bolt and mBank. The transport operator threw up his hands – from his point of view, everything is fine and he has no influence on the transaction.

What does mBank say about this?

At the beginning, it seemed that mBank also failed. Mr. Janek writes on Twitter that he is “flourishing” on the bank's hotline, where no one answers. However, the bank's staff became active on Twitter. The service employee recommended blocking the card and submitting a complaint using the form on the website. You just have to wait until the padlock disappears, i.e. the blockade of funds is lifted and the operation is recorded. There was also a proposal to use the chargeback procedure if the customer wanted to use it.

Everything indicates that mBank will have to return the money to the owner of the unlucky card. This obligation is imposed by Article 46 of the Payment Services Act of August 19, 2011. Unless the payment card security has been neglected by its holder, the bank, as a payment service provider, is obliged to return the funds.

We do not know how the payment card data was stolen – whether there was a data leak from the online store, Mr. Janek was a victim of phishing or someone copied his card data in another way. Nevertheless, a bucket of waste was spilled on mBank. Internet users also cited similar situations from their own lives. There were examples from mBank, Bank Millennium and ING bank. They all ended happily.

Similar unpleasantness can be avoided by using, among others, virtual prepaid cards offered by some banks and fintechs. It is possible that this practice will be stopped when payment cards with variable CVV/CVC codes become widely used.

I asked Bolt and mBank for a comment. I will update the text as soon as I receive a reply.

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