Our investigation
We told Stacy a bank could end its relationship with a customer at any time, and we were satisfied that, in her case, the bank had followed an appropriate process in doing so, and it was not required to write off her debts. We also told Stacy a bank could give a customer sufficient time to refinance a debt elsewhere and, if the customer did not refinance within that period, seek full repayment of the debt. It could also allow the loan to remain in place until the customer was able to refinance.
Outcome
We did not uphold Stacy’s complaint.
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