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October 2024

Account information /

Bank’s monthly statements met requirements of consumer legislation

Archie received monthly credit card statements, but he complained that the frequency of the statemen…

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October 2024

Direct debits /

Bank slow and unhelpful in the face of customer’s difficulties following unauthorised transactions

In March 2024, Marley noticed three transactions totalling $860 on her debit card that she had not a…

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October 2024

Processing payments /

Bank correctly credited payments made on public holidays

Otis complained to the bank that it did not credit payments made to his account on public holidays u…

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October 2024

Account information /

Bank not required to offer banking services to customer outside New Zealand

Flynn had transaction accounts and a home loan with the bank. In 2024, he moved to Russia with his p…

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October 2024

Concerns about lending decisions /

Bank’s conditions on interest-only terms were not unfair

Manawa’s home loan was on interest-only terms that expired in early 2023. She asked the bank for an …

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October 2024

Fraud & scams /

Bank had no reason to suspect customer was victim of a job scam

In August 2023, Minnie responded to a message online about a job and was told the position involved …

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October 2024

Fraud & scams /

Bank took correct steps after suspicions aroused over transfers

In August 2022, Micah received a call from someone claiming to be from his bank. The caller asked Mi…

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October 2024

Concerns about lending decisions /

Bank acted within rights in requiring business owner to resume full loan repayments

In November 2019, just before the COVID-19 pandemic struck, Danny bought a business with a loan from…

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October 2024

Hardship and financial difficulty /

Bank fell short in responding to customer in financial difficulties

Summer had been in arrears on her home loan and three credit cards since 2022. She complained that t…

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Case notes

Bank’s monthly statements met requirements of consumer legislation

Bank slow and unhelpful in the face of customer’s difficulties following unauthorised transactions

Bank correctly credited payments made on public holidays

Bank not required to offer banking services to customer outside New Zealand

Bank’s conditions on interest-only terms were not unfair

Bank had no reason to suspect customer was victim of a job scam

Bank took correct steps after suspicions aroused over transfers

Bank acted within rights in requiring business owner to resume full loan repayments

Bank fell short in responding to customer in financial difficulties