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March 2023

Lending restrictions

Bank not obliged to help customer in arrears

In early 2022, Bailey complained that the bank was acting unreasonably and unfairly by demanding she…

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March 2023

Processing payments / Chargebacks

Evidence did not support customer’s claim that card was stolen

In mid-2022, Denise said her credit card and phone were stolen, and $35,000 in gaming transactions w…

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March 2023

Mobile banking

Theft did not, in itself, mean customer had failed to take reasonable care

Arthur was in hospital in mid-2022 when he discovered someone had transferred $10,000 from his accou…

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February 2023

Common scams targeting bank customers

Customer went ahead with cryptocurrency trading despite bank warning

Ezekiel made several online transactions to a cryptocurrency investment company using his debit card…

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February 2023

Common scams targeting bank customers

Bank had reasonable basis for suspecting fraud and withdrawing services

Between March 2019 and May 2022, Jack was caught up in numerous scams, including one involving a wom…

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February 2023

Life Insurance

Too much time had elapsed since alleged wrongdoing by bank

Everett took out a mortgage with his bank in 2002. At the time, both he and his wife thought they ha…

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February 2023

Common scams targeting bank customers

Scam victim deliberately misled bank about reasons for payments

In February 2021, Jolene was contacted online by a person she did not know telling her that she had …

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January 2023

Cards and PINs

Customer responsible for transactions after handing over card details

In December 2021, Atarangi’s bank detected unusual activity on his debit card and contacted him to c…

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January 2023

Deceased customers' accounts

Bank failed to take adequate care in adding joint account holder

In early 2020, Agatha died aged 102. Her will, made in 2014, said her estate was to be divided into …

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Case notes

Bank not obliged to help customer in arrears

Evidence did not support customer’s claim that card was stolen

Theft did not, in itself, mean customer had failed to take reasonable care

Customer went ahead with cryptocurrency trading despite bank warning

Bank had reasonable basis for suspecting fraud and withdrawing services

Too much time had elapsed since alleged wrongdoing by bank

Scam victim deliberately misled bank about reasons for payments

Customer responsible for transactions after handing over card details

Bank failed to take adequate care in adding joint account holder