Bank scam - Chances of money being refunded?

Hi there,

My girlfriend was scammed out of 12,000qr yesterday and I'm looking for advice. Just want to start this post by asking for no victim-blaming in the comments - we know mistakes were made. She knows it was her own fault in the end. We are looking for advice and thoughts on what comes next, not what's already happened.

To sum up, yesterday my girlfriend was called by someone claiming to be from QNB. She knew immediately it was probably a scam, but then to convince her she needed to hand over some details - they started texting her from the official QNB number (which blew my mind). After this she thought they were legit so handed over QiD and debit card details and her account was obviously cleared out. The transaction appeared as though it was from Ooredoo on the SMS.

She phoned the bank immediately who cancelled the card and then she went into the branch to get a new one. On the phone yesterday, they assured her the money would be refunded and not to worry. But today, when she called to activate the card, they backtracked slightly and said it was 'under investigation' and the refund isn't guaranteed.

The way I see it, this is credit card fraud and it's possible she will get the money back. In the UK where we are from it's less likely for the bank to help if you have willingly transferred the money to another account, which she hasn't done. This is an unauthorised charge - but I'm still not enough of an expert to know if this is enough to get a refund.

Does anyone have experience with this and know what the chances are of her getting her money back from the bank? Also, does anyone know how this scam might work - how were they texting her from the QNB automated number?

This is all of her savings and I hope she doesn't lose it all, but we're aware it's now out of our control.