Unauthorized Transactions and Consumer Protection in Modern Banking
Publication date: May 11, 2026
An unauthorized transaction is a financial transaction made without the consent of the account or cardholder, for example, as a result of data theft. In such a situation, the bank is obligated to return the funds unless it can prove the customer’s intentional act or gross negligence.
Currently, there is a noticeable increase in unauthorized transactions. This causes payers and banks to lose nearly a billion złoty annually. The Polish Financial Ombudsman is noticing a growing number of requests for intervention regarding unauthorized payment transactions. In the first half of 2020 alone, it received 416 requests. This is more than in all of 2018, when there were 367. In 2019, there were 612 requests, an increase of almost 60%. It is worth noting that in the first half of 2020, requests regarding unauthorized transactions accounted for 80% of all requests related to violations of the Payment Services Act.
