Ana, being unable to withdraw any money, got into financial difficulty. She complained to us when the bank would not unblock one of the accounts.

Our investigation

We found that the bank acted correctly because it must protect shared funds while the account owners resolve their differences. However, we found that the bank mistakenly blocked an account in Ana’s sole name. The bank, on closer investigation, realised Jamie was an authorised signatory to this account, not an account holder.

Outcome

It offered Ana $500 compensation for stress and inconvenience, which she accepted.