The bank reversed the $2,000 deposit, putting Hamish into unarranged overdraft. It also revoked access to his accounts, which meant he had to go to a branch to withdraw cash. In addition, it began deducting $25 from his benefit payments to repay the $2,000.

The bank then alleged Hamish had given the man his eftpos card and PIN to withdraw the $1,800. The bank said it had images of a man withdrawing the money from the ATM Hamish said he used.

Our investigation

Hamish complained to us that this allegation was false. He had never disclosed his PIN, and thought the bank should refund the $2,000. Hamish also believed he deserved compensation for the embarrassment caused by having to visit the branch weekly to make withdrawals.

We found that the image the bank relied on was from a different ATM used at the same time Hamish was withdrawing the $1,800. This meant its claim was incorrect.

As a goodwill gesture, the bank refunded the $2,000, plus fees and interest Hamish had incurred, and offered $1,500 in compensation.

Outcome

Hamish accepted the offer.