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December 2024

Fraud & scams /

Scam victim responsible for one of two Airbnb payments

In February 2024, Kyla received a call from a number belonging to her bank. The caller alerted her t…

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December 2024

Fraud & scams /

Customer not negligent despite sharing code with scammer

In November 2023, Ollie received a phone call from the bank’s phone number, and the caller, purporte…

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December 2024

Freezing an account /

Bank froze accounts longer than justified

Harlow was a member of an incorporated society that had accounts with the bank, including term-depos…

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December 2024

Concerns about lending decisions /

Bank’s assessment of lending application sound, even though advice about husband wrong

Maddison had a home loan and applied three times between 2020 and 2023 for top-ups to carry out reno…

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December 2024

Early repayment charges /

Customer wrong in his recollection about call to discuss interest rates

Bartholomew had a one-year, fixed-interest loan, and in July 2021 he called the bank to ask about mo…

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December 2024

Concerns about lending decisions /

Business owner had no basis for expecting special interest rates

Luka owned a well-established business that had been operating for more than15 years and had been a …

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December 2024

Insurance policies /

Bank pays out half of claim in recognition of circumstances beyond customer’s control

In 2018, Mereana took out an insurance policy from the bank. The policy offered limited benefits in …

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December 2024

Concerns about lending decisions /

Bank not to blame for customer’s finances or house woes

Lola had a home loan and also ran a business. Her business suffered as a result of the COVID-19 pand…

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December 2024

Fraud & scams /

Three large payments gave bank no grounds to suspect a scam

After seeing positive reports on TV about Bitcoin investments in 2023, Matilda went on to Facebook l…

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Case notes

Scam victim responsible for one of two Airbnb payments

Customer not negligent despite sharing code with scammer

Bank froze accounts longer than justified

Bank’s assessment of lending application sound, even though advice about husband wrong

Customer wrong in his recollection about call to discuss interest rates

Business owner had no basis for expecting special interest rates

Bank pays out half of claim in recognition of circumstances beyond customer’s control

Bank not to blame for customer’s finances or house woes

Three large payments gave bank no grounds to suspect a scam