2015 - 2016

Payment systems

Internet banking

Mrs L accessed her bank statements via internet banking.  At some point, her bank changed the information it provided.

Mrs L complained because she thought it was unfair the bank had made changes to the information and believed this was a breach of contract.  The bank acknowledged Mrs L’s concerns but didn’t give a comprehensive response for a number of months, so Mrs L complained to us.

The bank apologised to Mrs L for the delay after we contacted it about her complaint, and offered to pay her $250 for the inconvenience caused by having to follow up the matter.

We advised Mrs L that we considered this was reasonable.  In our the view the bank hadn’t breached its contract as it had never agreed to provide her with the information she was complaining about.

Mrs L accepted the bank’s offer.