Stress payment for failing to update address

Transferring credit card debts,
Johanna had an outstanding debt. The bank sent a letter of demand to her previous address and then referred the debt to a collection agency after she failed to make the required payment. When Johanna became aware of this, she gave the bank evidence she had instructed it to update her address.
January 2019

The bank withdrew the debt from the agency, removed her bad credit listing and reached an arrangement with her to repay the money.

Our investigation

Johanna complained that the bank’s failure to update her address as requested had resulted in stress and inconvenience.


The complaint was settled with a payment of a $1,000 for stress and inconvenience.

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