The Banking ombudsman has upheld a compliant from a customer who had $5000 reversed out of its account without consent.

A client had paid $5000 by internet banking and then the next day claimed the transaction was unauthorised. The bank reversed the payment without checking with its customer. The client claimed the customer had accessed his account and made the payment, but the Ombudsman did not accept this had occurred.

It arranged for the bank to refund the $5000 plus pay $500 for the inconvenience caused