Spotting a scam: How we issue refunds and payments

Unscrupulous fraudsters and scammers are using the coronavirus pandemic as an opportunity to trick people into sharing important financial information. To help keep you safe, we wanted to explain how we make payments and issue refunds so that you can spot a potential scam.

Scammers are often very insistent and persuasive in their approach, so it’s no surprise that so many of us fall victim to their tactics, be it via the phone, email, text or by post. Even the most trusted brands, such as the Motability Scheme, may be used to try and deceive you.

You may, for example, receive a phone call from someone claiming to be from the Scheme and wanting to discuss an overdue payment, or perhaps an insurance issue that doesn’t exist. A scammer may even claim to be contacting you from a government agency to discuss a fake issue about your mobility allowance.

Please be reassured that we will never phone, text or email you to ask you to make a payment – our Customer Services team will always write to you first and ask you to call in if any payment is due. Advisors may also ask you for your postcode or first line of address to ensure we’re speaking to the correct person before discussing your lease. 

How we issue payments to customers

We know how important it is to feel safe and secure when dealing with your finances. Currently, we issue refunds and payments in two ways. If you have a Motability Scheme online account, you can save your bank details to receive any future payments or refunds by bank transfer.

Log in to your account

Don’t have an account? Find out more here

Alternatively, if you do not save your bank details within your account, we will issue any payments or refunds by cheque.

Insurance-based refund

We recently announced an insurance-based refund of £50 for all customers that joined the Scheme before 4 January 2021. If we hold your email address, you may have received an email from us over the last few weeks outlining how you could receive this payment by bank transfer by creating a Motability Scheme online account.

If you saved your bank details in your online account, your payment will have been processed between 17 June 2021 and 22 June 2021. This will show on your bank statement as being paid by ‘Motability Operations’ and will feature a unique eight-digit payment reference number.

You should also have received a remittance email showing the details of the payment which you can keep for your records. Please note it can take up to five days for the payment to arrive after you receive this email.

Read more articles like this:

COVID-19 update: £50 insurance-based refund cheque for all customers

Refunds and payments now available by bank transfer

Scam calls, texts and emails: How to avoid them and what to do if you receive one

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