Quite interesting, and I dare say, courageous, for the CEO of RBS to come out today and complain about his own customers.
I may be being a little partial, but he basically says they are stupid, fall for obvious scams and as such should not be recompensed.
It is very hard to have much sympathy for RBS - after all, they managed to blow, er, £48 billion on stupid scams and lending which then then asked the taxpayer to bail out with no hope of ever seeing the money again.
So RBS do not start from a good place to preach. However, it is a growing scandal as to how much banks spend on compensating customers for online fraud, well over £1 billion a year in the UK.
There is a balance to be struck, no one wants to have to remember several passwords and use two or three key input devices in order to access their online accounts; on the other hand, the light touch access is easily hacked.
Online crime must surely be the fastest growing type of crime in the world alongside people trafficking in 2017.
So where does the line lie? It can't be right that people hand over their details to strangers or transfer money to strangers and the bank picks up the tab every time. There is a level of responsibility. On the other hand, people get conned, part the job of the bank is to stop this happening to their valued customers.
It is hard, just last week I was called by a guy who was referencing people I knew, telling me about his company and project and then subtlety asking for some key details from myself. It was a very high level scam (called Spear Phishing apparently) where quite some effort had gone into researching my background and contacts ( I would guess through linked-in). Only some tough questioning on my part made them hang-up the phone. The scammers are getting better and better and the Banks must be really worried about how they can keep up in the security war.
I am still not convinced blaming the customers is the answer, but it shows how worried the Banks are.