Banks and payment institutions take action against payment fraud

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Banks and payment institutions are paying close attention to various forms of payment fraud. This follows from an exploratory examination which DNB carried out in early 2026. All seven banks, payment institutions and electronic money institutions we examined have highly committed teams and are clearly motivated to protect victims and identify perpetrators. In addition, they are taking various measures aimed at preventing fraud.

Published: 01 June 2026

Een vrouw doet onderzoek naar fraude achter de computer.

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Operational but less strategic

Payment fraud is on the rise, and this requires various parties to play their part in combating it. Financial institutions play an important role in this regard – alongside, for example, social media platforms. Our findings show that banks and payment institutions often adopt a proactive approach. What stands out is that the institutions we examined largely organise their fraud management at an operational level: they process and assess signals and take appropriate action (see the box for specific examples). Rather than setting clear, well-founded objectives and managing their activities accordingly, most institutions make many of their decisions regarding fraud management at the operational level. At one institution that does formulate and pursue strategic objectives, these contribute to reducing fraud.

Initial exploratory examination

Our examination is of an exploratory nature. We will discuss the various strengths and weaknesses found with the institutions examined individually and address them in our regular supervision and, where appropriate, during on-site inspections.

What is payment fraud?

In payment fraud, a customer becomes the victim of fraud. The fraud often starts earlier, for example when someone is tricked, and only becomes visible when money is transferred. Examples include WhatsApp fraud, bank helpdesk fraud, investment fraud, and dating fraud. The bank’s customer may also be a fraudster who receives the money in an account held by a ‘straw man’ or ‘money mule’ who quickly forwards it. As the payer and the payee have different roles, tracing and combating fraudsters requires different approaches in practice.

Banks and payment institutions both play a key role in combating fraud and take a wide range of measures to prevent it. Banks try to prevent fraud by detecting potentially fraudulent transactions, after which analysts determine whether they should be processed. In addition, banks protect their customers by setting standard daily limits and a four-hour waiting period in the event that a customer changes these limits. They also issue warnings about high-risk payments and run large-scale advertising campaigns. Banks are also taking steps to prevent providing their services to fraudsters, such as straw men.

The new European legislation on payment services (PSR/PSD3) means that banks will be obliged, under certain conditions, to compensate consumers for losses resulting from bank helpdesk fraud.

Payment institutions play a different role in the payments system, ensuring, for example, that customers can pay for their groceries and order products from online shops. As a consequence, they also play a different role in the fight against fraud. In some cases, they can provide a refund if a customer disputes a payment, such as with credit card payments. Payment institutions are also taking steps to prevent facilitating payments to rogue online shops and other fraudsters. For example, they conduct customer due diligence, monitor refund requests and take action where there is a risk of fraud.

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