Not upheld: incorrect information provided by AI agent leading to late payment and interest charges complaint against Lendable Ltd (trading as Zable)

Decision detail

Summary

Mr C complained that Zable's AI agent provided incorrect information about his ability to receive a balance transfer, which he relied upon and did not make an immediate manual payment. When the balance transfer failed, he incurred late payment interest. The ombudsman found the AI agent's information was accurate and that Mr C had a balance transfer compatible card. The ombudsman concluded there was no evidence that Zable's technical capabilities caused the transfer failure and that Zable could not be held responsible for an inbound transfer that never arrived on its systems. The complaint was not upheld and no remedy was ordered.

The Ombudsman's reasoning

The ombudsman found that the AI agent's information was accurate: Mr C did have a balance transfer compatible card and balance transfers do typically take up to seven working days. The ombudsman found no evidence supporting the sending bank's claim that Zable's technical capabilities caused the failure. Since the balance transfer was inbound and never appeared on Zable's systems, Zable could not be held responsible for its failure. The ombudsman concluded there were no failings by Zable either regarding the AI agent's information or the failed balance transfer.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website