102yo grandmother scammed out of aged care bond in $375,000 email hack


When 102-year-old Nancy Pun’s $375,000 aged care house deposit was taken, her household might not bring themselves to inform her.

Nancy had actually just just recently settled into an aged care center, and the household was fretted the shock of the missing out on cash would seriously affect her health.

The cash, from the sale of the Perth house she had actually lived in for practically 40 years, was indicated to permit Nancy to live conveniently for the rest of her days.

Instead, it was taken in a sophisticated hack and end up in the hands of fraudsters.

“It’s my 102-year-old grandmother’s money that’s to pay for her care, her life, the rest of her life and it’s really hard to face that,” Nancy’s granddaughter, Phoebe Pun, stated.

The fraudsters deceived Phoebe, who has power of lawyer for her grandmother, by impersonating a staff member of the aged care house over e-mails.

Since her grandmother’s deposit was taken, Phoebe Pun has actually been attempting to get it back.(

ABC News: Hugh Sando

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“I just went cold. Just shock. ‘Oh my god. What’s just happened. No way, this can’t be happening.’ I’m so careful. But clearly, I could be more careful,” Phoebe stated.

Australians have actually lost more than $7 million to email scams so far this year, however what occurred to the Pun household reveals simply how brazen scammers have actually ended up being.

Moving into aged care

The choice for Nancy to enter into aged care late in 2015 wasn’t a simple one.

“It took a long time, like a long time, until she was even remotely comfortable to even consider moving into any kind of assisted living,” Phoebe stated.

“She only stopped living on her own in the house … at the beginning of last year.”

Nancy purchased the house with her late partner when they transferred to Australia from Hong Kong in 1980, to be with their 4 boys.

She had actually lived there alone given that her partner passed away in 1995, prior to briefly living with Phoebe’s moms and dads.

“Due to the age of my parents — her son and my mum — she couldn’t stay with them longer than six months because she needed different care,” Phoebe stated.

Phoebe Pun and her mother and father sit on a couch and look at a mobile phone.
Phoebe Pun with her moms and dads, who looked after Nancy in 2015.(

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“As a family, we decided maybe it was time she go into a facility that had all the services that could give her what she needed — not just from a medical side of things if she needed onsite care — but activity wise, because she’s very social as well.

Phoebe arranged for the home to be sold and the proceeds to be used as the bond to help fund Nancy’s place at an aged care facility.

After numerous emails back and forth with the home, Phoebe received the account details for the transfer of the $375,000 bond.

The email contained the name of the aged care home and the BSB and bank account details of an Australian Military Bank account.

She directed $374,251 from the sale of the house to the aged care home, as well as $749 from her own account, but within a week discovered the facility had not received the payments.

“When we understood that perhaps it was a rip-off, I remember it seemed like all the blood was simply draining pipes out of me,” Phoebe stated.

Recovering the cash

Since the money went missing in January, Nancy’s family has done everything possible to get it back.

While Phoebe was able to retrieve the $749 sent directly from her bank, so far the family has had no concrete answers on what’s happened to the remaining $374,251.

In Sydney, Nancy’s grandson, Francis Louie, is in disbelief that such a large sum of money could go missing and is concerned by how long the investigation is taking.

“For [that money] to vanish through a residential or commercial property settlement deal, it’s really disconcerting,” he said.

“Once this thing was reported, we anticipated some instant action by all the various authorities.”

Francis Louie stands outside in a garden and looks at the camera.
Francis Louie is worried how the family will afford to keep their grandmother in care if they can’t recover the money.(

ABC News: Ron Foley

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The Australian Military Bank is investigating, as are police in New South Wales where the account is held.

Neither was able to comment on where those investigations are at.

Consumer Protection WA said it was still unclear how the scammers managed to infiltrate the emails, but the Pun family’s situation was representative of a broader trend in scams.

“What we think is happening is that scammers are placing spyware onto people’s computers and that entry can happen in any one of a million different ways,” Commissioner for Consumer Protection Lanie Chopping said.

“People receive email transactions and they make electronic transactions and communications on a daily basis,” she said.

“A scammer can enter that, can place some form of monitoring software in the system and then be able to, for example, look for key words or key numbers to be able to track communication and identify potential victims where they can then intervene.”

On Wednesday afternoon, Consumer Protection WA said the family received $168,738 of the deposit back, cutting its total loss $205,513. It is not known if further funds will be returned at this stage.

While the family had previously been told some of the money might be recovered, they questioned why the banks did not cross-check the account details on such a large transaction.

“It would be excellent to be able to see an additional level of security on that side of things, like perhaps you require to have a name that matches the account number and the BSB.

“If I go to deposit a cheque at a bank, they won’t deposit it if it’s wrong, so why can’t we look at implementing something a similar way?

“There needs to be something that can be done to increase the security to attempt and a minimum of stop these people a bit or slow them down a minimum of. It’s insane.”

The commissioner stated there was a function for banks to do more to enhance the system for customers.

WA consumer protection commissioner Lanie Chopping, mid sentence.
Commissioner for Consumer Protection Lanie Chopping says banks could do more to prevent these types of scams.(

ABC News: Hugh Sando

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“I absolutely believe that name matching and much better information analytics in relation to where cash is going within Australian borders would be an action in the best instructions,” she said.

“Many years earlier when we had considerable issues with wire transfers for rip-offs, we dealt with the wire transfer business to basically have a list of individuals who ought to not be receivers of cash or senders of cash, so we had obstructing senders and obstructing receivers.

“That really saw a significant decrease in the number of wire-related transfer scams.”

‘She’s truly pleased there’

For now, Nancy is gladly living in the house, run by Opal Health Care, utilizing her pension to pay a day-to-day cost, while her household attempts to recover the cash.

“She likes the food there. It’s really good. She’s really happy there,” Phoebe stated.

Phoebe looks at a photo of Nancy in aged care on her phone.
Phoebe’s grandmother Nancy has actually been gladly living in domestic care given that early this year, in spite of the missing out on cash.(

ABC News: Hugh Sando

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“There are a lot of different things they put on for the residents so it’s nice for her to get out and do things.”

A spokesperson for Opal Health Care decreased an interview and stated they might not talk about the scenario due to personal privacy responsibilities.

Nancy’s grandchildren stated the house had actually enabled her to remain without paying the deposit, however the household was concerned how it would manage her care if it was never ever able to get the cash back.

They still have not informed their grandmother what’s taken place.

“We didn’t want to worry her because when we say ‘money is missing’, [she might] start asking, ‘What’s going to happen to me?'” Francis stated.

“Worse pertains to worst, the extended household will simply need to chip in in some way, however I do not understand how we’re going to discover the cash … it’s not a percentage.”

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