
Big banks are growing uneasy. A coalition of global lenders warned Tuesday that AI agents making purchases for consumers could drive higher rates of scams, fraud and data-privacy problems. The technology, they say, is advancing faster than rules or systems can handle.
The report, titled Building Trust in Agentic Commerce, comes from six institutions: Bank of America, Capital One, ING, NatWest, Commonwealth Bank of Australia and New Zealand’s ASB Bank. It paints a picture of consumer excitement colliding with practical dangers. Customers like the idea of AI handling shopping tasks. Yet many worry the agents won’t act in their best interests.
“Consumers are unclear if AI will act in their interests,” the banks stated in the paper. “They are concerned that AI agents may buy the wrong thing or spend too much – or even worse, lose their money to scams and fraud. They are not sure whether they will be protected or who they will need to go to if things go wrong.”
Those words capture the tension. People want convenience. Banks see liability headaches ahead. And the pace of change feels relentless. British retailer John Lewis reported AI-driven search traffic jumped to 2.5% from 0.3% a year earlier, according to a report in The Independent.
The concerns run specific. AI agents might ask users for card details then enter them directly on merchant sites. They could steer shoppers toward payment methods with weaker consumer protections. Bad actors could compromise the agents themselves or impersonate merchants. New forms of social engineering become possible. Disputes and chargebacks could surge for reasons outside merchants’ control.
PYMNTS Intelligence research shows the hesitation in practice. About 50% of Americans have used AI for some retail purchase. Only 22% start product research with the tools. When it comes to letting an agent actually shop and pay, that drops to 24%. “The change stops as the agent gets closer to the money,” the firm noted in its September report “Will the 2026 Shopping Season Go Agentic?”.
Banks Push for Transparency and Audit Trails
Issuers and acquirers often lack real-time visibility into an agent’s identity, the true merchant of record or the customer’s exact intent. Routine payment authorization doesn’t answer whether the agent bought what the person actually wanted. The banks propose solutions. They want clear disclosure whenever an AI agent participates in a transaction. Greater transparency into how agents reach decisions. Stronger safeguards around customer data. And full audit trails from initial customer instruction through authentication, intent, transaction steps, warnings, interventions and final outcome.
These records would help investigate problems, recover funds and settle disputes. Liability, the banks argue, should reflect where error or risk entered the chain. The principles remain voluntary for now. The group plans to take its proposals to policymakers and follow up with a second paper on implementation. The original Gizmodo coverage first highlighted the banks’ discomfort with autonomous shopping, available at gizmodo.com.
But the worries extend beyond retail. Recent Reuters coverage on the same day detailed how the banks see agentic commerce introducing new safety risks with potential for higher scam and fraud rates. The story is at reuters.com. PYMNTS followed with deeper analysis on the need for audit trails from instruction to payment outcome, linked here: pymnts.com.
Payment giants have started to lean in. Mastercard joined Visa in enabling AI bots to handle purchases with virtual cards carrying spending limits. That WSJ article from last week shows the industry bracing for this shift, at wsj.com. Yet the same story notes executives rethinking fraud models and what happens with rogue agents.
Consumer comfort varies by task. Experian’s recent study found 54% of consumers open to AI agents applying for credit on their behalf. Far more trust the tools to compare loans or hunt for better rates. Still, handing over actual payment authority crosses a line for many. The gap between research and execution reveals deep caution.
So the banks aren’t alone. Regulators watch closely. Bank of England officials have discussed kill switches for autonomous AI in markets. European Central Bank President Christine Lagarde has called AI a major risk to financial stability. Singapore’s central bank now ranks AI-assisted cyber and operational threats at the top of its concerns.
The report also flags risks to merchants. Higher dispute volumes could follow even when they deliver exactly what the agent ordered. Chargebacks might rise because the human never reviewed the final choice. And liability questions remain unresolved. Does authorizing an agent equal authorizing every purchase it makes? Courts haven’t tested that scenario yet.
Technology firms push forward. OpenAI, Anthropic, Google and Meta promote chatbots as shopping assistants. Early pilots have moved to live tests and limited scaling. The banks acknowledge customer demand. They just want guardrails before problems multiply.
One proposal stands out. Every participant in the transaction should know when an AI agent is involved and who it represents. Simple in theory. Complex in practice when agents act across multiple steps and services. The banks call for interoperability standards too. Without them, fragmented systems could create more blind spots.
Adoption data suggests acceleration. What was experimental a year ago now shows measurable traffic on major retail sites. That momentum won’t slow. Banks, for their part, aim to shape development rather than resist it. Their paper offers a framework. Whether policymakers and tech companies adopt the ideas will determine how safely this technology scales.
Fraud protections built for human shoppers don’t map neatly onto autonomous agents. Intent becomes harder to prove. Authentication layers multiply. Data flows grow more intricate. The coalition’s call for preserved evidence from start to finish addresses exactly these gaps. Without such records, sorting responsibility after a bad transaction turns messy fast.
And messy disputes hurt everyone. Customers lose trust. Merchants face costs. Banks handle the chargebacks and fraud claims. The principles paper tries to head off that cycle. It won’t solve every problem. But it marks a serious first step from the institutions that ultimately bear much of the financial risk.
The conversation has begun. Today’s warnings from major lenders could shape tomorrow’s rules. Consumers stand to gain powerful tools. They also face new vulnerabilities. Getting the balance right matters. The banks have laid out their view. Now the rest of the industry must respond.
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