According to data cited by Salon24 from the Stop Bank Lawlessness Association, Poland had 334,000 cases of unauthorized payment transactions in electronic banking and mobile applications in 2024, with customer losses totaling almost half a billion zlotys (€120 million).
Criminals used a variety of fraud techniques, from phone calls impersonating bank employees, text messages with fake links, and advanced phishing methods to steal login data.
“Poles are increasingly falling victim to fraudsters. Not a week goes by without a client coming to my office who has lost money because someone has withdrawn funds from their bank account or taken out a loan using their details,” Karolina Pilawska, an attorney at Pilawska Zorski Adwokaci, tells Salon24.
According to Poland’s Payment Services Act, banks are required to return funds lost as a result of unauthorized transactions. However, in practice, they often refuse to return funds, claiming that the customer made the transaction themselves or did not take appropriate precautions.
Banks shifting the blame
“Banks often shift responsibility onto customers, claiming that they must prove that they have been the victim of fraud. As a result, victims are forced to pursue their rights in court,” explains Karolina Pilawska.
The president of the Office of Competition and Consumer Protection has initiated proceedings against six banks, accusing them of avoiding responsibility when consumers report unauthorized transactions. Similar steps were previously taken against nine other financial institutions.
Banks should return funds no later than the next business day after notification. The exceptions are cases when:
- the notification was made later than 13 months after the transaction
- there is a suspicion of fraud on the part of the customer, in which case the bank must notify the police or prosecutor’s office
If a bank refuses to return stolen funds, the customer has several options:
- File a complaint with your bank – the first step is to officially report the matter.
- Report the crime to the police – this is important evidence for further action.
- Contact the Financial Ombudsman – this institution can support the client in a dispute with the bank.
- File a lawsuit against the bank – if other methods fail, the case may go to court.
In the event of a fraudulent loan obtained using someone else’s data, the client has the right to demand that the obligation be invalidated.
More and more cases in courts
Not every injured party knows that they can demand a refund or cancellation of the loan.
“Legal awareness among bank customers is very low. Many victims are ashamed that they fell victim to fraud, even though the fault lies with the banks, which did not provide adequate security,” says Pilawska.
Meanwhile, the number of lawsuits against banks is growing. Due to the growth of cybercrime, experts predict that there will be even more such cases.
