Media release: 17 September 2025
A woman’s financial loss is a stark reminder to always keep credit cards and PIN numbers secure.
An overseas holiday took a dark twist for Clementine*, when a routine trip to buy medicine turned into a hospital visit and $8,500 in fraudulent transactions, which her credit card issuer declined to reimburse.
Moments after entering her PIN at a store, Clementine fainted and was rushed to hospital. The opportunistic cashier memorised Clementine’s PIN, pocketed the card, and went on a shopping spree. Clementine returned home to discover her card missing and a raft of suspicious transactions.
Her credit card issuer rejected her request for a refund by pointing to a strict rule: If you don’t shield your PIN, you’re liable for fraud, no matter the circumstances. Clementine took her case to Financial Services Complaints Limited (FSCL), a Financial Ombudsman Service.
Protecting your PIN is vital, but life isn’t always predictable, says FSCL, which investigated Clementine’s complaint about her card issuer. The EFTPOS machine was bolted behind a plastic shield and Clementine’s sudden medical emergency left her vulnerable.
“When making purchases, always shield your PIN at payment terminals,” advises Financial Ombudsman, Susan Taylor. “If someone gains access to your card and PIN, and you’ve failed to protect your PIN, you’re unlikely to be protected from financial loss.”
“Fraudsters look for opportunities, and everyday missteps can be costly,” adds Ms Taylor. “If your security is compromised, report it to your card company immediately.”
Consumers are urged to check accounts regularly to spot any unusual activity and consider limiting the funds linked to EFTPOS accounts – remembering that cards may link to multiple accounts.
“Credit card providers should also act with empathy, especially when circumstances are beyond a consumer’s control.”
FSCL worked with the card issuer to reach a fair resolution, resulting in half of the disputed debt written off—with no fees or interest.
Ends
Notes to Editors
*Names have been changed for privacy
