Reasons and Investigation Process

Why transfers can be misrouted

• Incorrect details entered
  Examples: wrong BSB, account number, PayID, or beneficiary name/reference causing the payment to post to an unintended account or be rejected/redirected.

• Anti-Money Laundering (AML) flags
  Compliance screening may place a hold, reroute the payment for review, or block/return it while checks are completed.

• Timeout during processing
  Network or system timeouts can leave a payment in an unclear state (queued, retried, or posted after delay), increasing the chance of misdirection.

• Duplicate requests
  Re-submitting a payment (browser/app refresh, back button, multiple taps) can create multiple transactions; one may reach the wrong beneficiary or require recall.

Investigation process (what happens next)

1. Case creation & triage
   We log the report, confirm the payment details (amount, date/time, rail, reference), and classify the scenario (incorrect details, AML, timeout, or duplicate).

2. Transaction trace
   Payments operations traces the transaction in our core systems to confirm its status (pending, posted, returned) and identify the receiving institution/account.

3. Hold/recall request
   If funds appear to have reached another bank or account, we immediately send a hold and recall/return request to the receiving bank.

   • If the funds are still present, the receiving bank will seek the recipient’s consent or return under scheme rules.

   • If already withdrawn, recovery depends on the recipient’s cooperation and applicable rules.

4. Path-specific handling

   • AML-related: the payment is reviewed by Compliance. We coordinate with that team; communications may be limited to protect regulatory processes.

   • Timeout: we reconcile system logs to confirm whether a retry posted; if so, we recall the unintended posting.

   • Duplicate: we identify the valid payment and recall any unintended duplicate(s).

5. Evidence & context gathering (as needed)
   We may request supporting information to help the receiving bank assess the recall (e.g., intended recipient and purpose of payment such as invoice number or order).

6. Customer updates
   We provide an initial update after the trace/recall request is submitted and further updates at defined checkpoints until the case is resolved.

7. Outcomes

   • Returned in full: funds credited back to the customer account.

   • Partial return: portion recovered; we continue if feasible.

   • Unable to recover: funds not present or recipient declined; we advise next steps (e.g., civil recovery). AML outcomes may include mandatory returns or blocks per regulation.

Notes

• We share only the minimum information required with external parties (privacy/compliance).

• We do not disclose the unintended recipient’s personal details.

• If indicators of fraud/scam are identified at any point, the case is handed to the fraud process immediately.

• Applicable for scenarios such as Yes, I meant to transfer to him but something went wrong and now i have no idea where my money is