Finance
‘Hidden helpers’ supporting people struggling to manage their finances digitally
Some people are relying on potentially risky workarounds to manage their finances, a report has found.
Friends, family, carers and neighbours are spending hours each month patiently helping others with basic banking tasks, yet many “financial helpers” are doing so without any formal authority and help is often based on trust, according to a survey.
The research was led by consumer finance expert Faith Reynolds, with support from cash access and ATM network Link.
YouGov surveyed nearly 850 people across the UK who had helped someone with their banking or money management between December 2024 and December 2025.
The report found that people being helped often log in themselves with a helper beside them.
But a quarter (26%) of people surveyed said the person they help shares passcodes or security details with them.
And 17% said the people they help allow them to log in on their behalf on the helper’s device.
The report said: “Financial help is increasingly essential because, as branches have closed and banking has become digital, the responsibility for navigating complexity and preventing fraud has quietly shifted from institutions to individuals and families.”
More than half (54%) of people said they have no formal authority or access rights at all, meaning many people are relying on informal workarounds to provide the help needed.
While many helpers said they worry they will be accused of taking advantage of the person they are helping, 43% highlighted the risk of fraud and scams as a top concern for the person being helped.
Three in 10 (28%) said they had helped to stop or prevent scams or fraud.
The top tasks helpers selected include checking account balances, assisting with online payments or passcodes when shopping online, and making or scheduling payments.
To provide this support, financial helpers use mobile banking apps the most, followed by online banking via websites and ATMs.
The support provided is also not limited to banking, with 45% of helpers assisting others to use digital devices, 41% helping with managing utilities or bills, and 31% helping with using or setting up their television.
Nearly a third (31%) help setting up health appointments and 28% set up broadband or internet services.
Financial helpers are often fitting in helping alongside work and family commitments, such as children and jobs.
One helper told researchers they had been helping “about five years when their bank branch closed… They asked me for help after throwing their phone across the room because they couldn’t even log in.”
Another helper said: “Because of the rise of AI and scams, my father fell victim to this and couldn’t believe that the person wasn’t real.
Finance
Mega landlord warns some investors ‘will be wiped out’ in budget changes
Eddie Dilleen is one of Australia’s biggest residential landlords. He reckons he now has 200 properties in his portfolio.
But he just bought perhaps his favourite house yet. More than 25 years after his parents divorced and sold the family home for $97,000, he has purchased it back for a bit under $1 million.
“I just bought it sight unseen,” he told Yahoo Finance.
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Dilleen said he has spent the past decade periodically checking if the house had returned to market.
“You can set reminders and stuff like that, but when I was on my phone messing around, I would randomly check it literally every one or two weeks for the past 12 years.”
His parents first bought the home in the far western suburbs of Sydney in 1985 for $51,000. When he saw it listed, he felt “an overwhelming rush of excitement,” he said.
“This home holds some of my best memories… and some tough ones too. But today, it represents something completely different,” he wrote online, sharing a photo of himself next to the sold sign on Tuesday. “It’s proof that where you start doesn’t define where you finish.”
He ultimately bought it for 19 times what his parents paid for it 41 years ago.
“The affordable properties and suburbs, they usually grow at a higher percentage value. I’m all about percentages,” he told Yahoo Finance.
“Everyone talks about the best, blue chip locations, but I buy everywhere.”
Dilleen, who is in his mid 30s and also runs a buyers agency and writes books about real estate investing, estimates the properties he owns are now collectively worth about $150 million (he likes to buy blocks that contain multiple units) with about $60 million in debt against that.
According to ATO data, he is about one of 166 mega landlords who own 20 or more rental properties in their own name. Dilleen said he owns “about 30 or 40” in his own name, and others through trust and company structures.
Landlords overly reliant on negative gearing ‘will be wiped out’
With less than two weeks until the Labor government hand downs its promised “ambitious” budget, property investors are bracing for possible changes to the rules around tax deductions related to investments.
One of the most commonly used is negative gearing, which allows landlords to claim losses to reduce the amount of income tax they pay. But its days could be numbered with the federal government expected to cap, or possibly even scrap, the existing policy under certain circumstances. While no announcements have actually been made, most observers expect such a change to be grandfathered in for existing investors.
Finance
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New research shows the finance sector leading regulatory authorities in adopting artificial intelligence (AI).
Finance
First home buyer’s superannuation mistake exposes ‘widespread’ ATO problem
First home buyer Jessica Ricci was just trying to save a little extra money through her superannuation in a federal government scheme intended to help people like her. But an error from tax authorities has left her paying more tax than the top income bracket on some super contributions – ironically having the exact opposite of the intended effect of the policy.
As a result, she’s lost out on an extra $2,250 in savings that was supposed to go to her house deposit. While the ATO pushed back over who was at fault for the mix-up, her case has highlighted an increasingly problematic blindspot when it comes taxpayers getting the short end of the stick when dealing with tax authorities.
“I’m definitely feeling a little bit helpless,” she told Yahoo Finance. “There’s not a clear path to rectify this.”
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Jess was tipping extra money into her superannuation as part of the First Home Super Saver Scheme which has been running for years and allows eligible first home buyers to take advantage of the tax benefits of their retirement savings and then pull those extra contributions out to use for a house deposit.
As part of the scheme, individuals need to apply to the ATO, which in turn requests the related money from the person’s super fund.
Over four years, Jess contributed the maximum $50,000 amount, ensuring not to exceed the $15,000 yearly cap. She did so with the expectation of claiming the benefit at the time of her house purchase, as per the rules of the scheme.
When she went to make the claim, much of the information was auto-populated by the ATO website. And after receiving her funds, and the amount being less than expected, she soon discovered that her first contribution was wrongly classified as a concessional contribution, meaning $2,250 was, in the words of an ATO official, “retained by the ATO as withholding tax”.
She has spent months going back and forth with tax officials trying to get the money she believes should be owed to her.
“They’ve all taken the same stance, which is; ‘Well, yeah, we made a mistake, but you didn’t catch it. You said that what we provided you was fine, so it’s your fault’.
“I think it’s crazy to put the onus or the burden on the average person. I think most people would rightfully assume that pre-filled data provided by the ATO would be accurate,” she said.
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