Our investigation
Soon after we began our investigation, the bank acknowledged it had handled Marley's case badly. It said the final amount of $219 would be paid into her account and offered $1,250 as compensation for the stress and inconvenience it had caused. This appeared to be a fair offer, but we learned Marley had missed repayments on her bank loan as a result of the unauthorised transactions. We also discovered she had told the bank at the outset that the loss of this money from her account would affect her ability to make repayments – to which the bank said it could do nothing to help her. Confronted with this information, the bank increased its offer to $1,500.
Outcome
Marley accepted the bank's offer
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