Bank of Ireland to reimburse customers following rise in scams 3 years ago

Bank of Ireland to reimburse customers following rise in scams

A new campaign is being launched in light of a recent increase in smishing scams.

Bank of Ireland has announced that it is launching a fraud awareness campaign highlighting tactics deployed by criminals to trick customers into providing their banking details.


It will also be reimbursing customers identified by the Bank as being impacted by a targeted text ‘smishing’ campaign, which has increased since the outbreak of Covid-19.

A number of Bank of Ireland customers were sent fraudulent texts from scammers claiming to be Bank of Ireland, with many losing thousands of euro after giving up confidential information.

The increase in incidents recently has come due to people spending more time using phones and customers, and the bank has said that it is willing to "absorb" the financial impact caused by repaying customers.

The nationwide fraud awareness campaign will advise customers on how to protect themselves from fraud including through text ‘smishing’ attacks.


Starting this week, the campaign will include emails and letters issuing to customers, reinforced through a social media campaign and extensive fraud advice.

BOI has said that it will continue working with An Garda Síochána and international authorities to combat fraud, and has said that in approximately 3/4 cases where fraud occurs Bank of Ireland recovers all or part of the stolen funds allowing customers to be reimbursed.

Discussing smishing and the new campaign, Gavin Kelly, CEO Retail Ireland, Bank of Ireland said: "Smishing has been around for a long time, but there has been a spike in attacks since Covid-19, with fraudsters clearly recognising an opportunity to target consumers as we spent more time using phones and computers.

"Bank of Ireland has been working closely with customers for many years on this type of fraud so we understand the distress caused to customers, especially where it hasn’t been possible to trace the money, which thankfully is the minority of cases.


"We have carried out a review into a recent smishing attack which has managed to defraud a number of customers. These cases have involved criminals inserting a fraudulent text into a thread containing genuine text messages from the Bank.

"This tricked customers into divulging their confidential banking details. However, we also acknowledge that fraudsters have been particularly active during this period and as consumers, we have had many other pressing concerns to deal with through Covid-19. Therefore we will be reimbursing the customers for these losses and the Bank will absorb the financial impact.

"Bank of Ireland will never text, send emails or call a customer looking for their confidential banking details. The process where a fraudster can drop a text into a thread of text messages from any company is a common tactic used by criminals against the customers of banks and other service providers.

"We continue to work with the telecoms sector on this. If anyone has any suspicions on fraud, we have a 24/7 freephone line to support customers."