Starling Bank - Push Payment Fraud Refusal to Support

billbomoney

Hi, wondering if anybody can help. 

In short, Starling Bank have refused to support my Push Payment Fraud without explanation.
A project manager was appointed (freelancer) to manage some other freelancers - his role was to ensure that their work had been done correctly and their hours when billing were accurate.  He then edited the invoices and put in some of his friends account details - so money intended for a person went somewhere else.
We caught, have a video of him admitting it and the invoices which have all been sent to Starling - yet they have said this isn't fraud.
It seems to me its no different than somebody intercepting an email invoice, changing back details, the money elsewhere and its 100% fraud.

It's been a nightmare with hours on the phone and weeks of messages, and they seem completely inept.
They originally told me payments arent covered if they are done by faster payment.

Any idea why they would say this isnt covered?

cx6

I don't understand what you are saying as one doesn't send 'invoices to Starling'?

 Is your bank account with Starling? 

Are you a freelancer who hasn't been paid because the money was diverted by the project manager?

eskbanker

billbomoney said:

We caught, have a video of him admitting it and the invoices which have all been sent to Starling - yet they have said this isn't fraud.
It seems to me its no different than somebody intercepting an email invoice, changing back details, the money elsewhere and its 100% fraud.

It's been a nightmare with hours on the phone and weeks of messages, and they seem completely inept.
They originally told me payments arent covered if they are done by faster payment.

Any idea why they would say this isnt covered?

There's a difference between this being fraud and this being fraud that qualifies for reimbursement under the APP scam code.

That code clearly does cover faster payments, but are they perhaps relying on the payer ignoring Confirmation of Payee warnings, as the account names will presumably not have matched?

Edit: another thought - the code only applies to payments made by consumers, charities or micro-enterprises (<10 employees, <€2m turnover).  The scenario described clearly sounds like a business but is it one that qualifies for the APP code?

Edi81

I’m with starling here. 

Who physically paid the invoice? Via what mechanism? 

anotheruser

People need to remember that others have no idea of a situation, so it needs explaining fully if you want specific answers.

Particularly that this bit doesn't make sense:

"its no different than somebody intercepting an email invoice, changing back details, the money elsewhere"

Puddles1983

Starling isn’t on the hook for a fraud/scam committed by one of your employees (freelance or not).

Sensory

What relationship does Starling have with any party?
Who paid the invoice and what was the payment method?

If all else fails, try Action Fraud.

[Deleted User]

Too many gaps here.

If the PM was hired by the client company then it's their problem to fix. The contractor companies are still due payment for services rendered. 

leonj

I don't see why it would be fraud from the banks point of view, the person had legitimate access to the banking facilities but just decided to pay some of his friends instead of the freelancers.  A matter for the police I would say

ItsComingRome

It's not APP fraud, your project manager trousered the cash.  It's theft.

Sue them, and I imagine watch another few hundred quid go down the drain.

gt94sss2

As has been said, it sounds like theft and should be reported to the police.

It's not app fraud