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 for payment – our Customer Services team will always write to you first and ask you to call in if any payment is due. Advisors may ask you for your postcode or first line of address to ensure we’re speaking to the correct person before discussing your lease, but we certainly won’t contact you for any bank or building society account details, such as your account number or password.

How we issue payments to customers

We know how important it is to feel safe and secure when dealing with your finances. We currently issue payments and refunds by cheque, so it is very unlikely you would ever have to share your bank details with us.

Earlier this year, we issued an insurance-based refund of £50 to all our customers, which was sent via cheque along with a letter entitled ‘COVID-19 insurance-based rebate’.  If you have received anything different to this, such as a letter which asks for your bank details to process the refund, this has not been sent by the Motability Scheme and should be ignored.

Read more articles like this:

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

FAQs from the Motability Scheme regarding COVID-19 (Coronavirus)

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

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