In March 2025, Todd went to a branch to ask about the refund. Staff could see the case had been closed but did not know the outcome. The fraud team later confirmed to branch staff that the bank had processed the refund on 16 December, but did not communicate this fact to Todd.
On 24 April, Todd returned to the branch. Staff incorrectly told him he needed to contact the credit card company directly. Todd lost his temper and swore at staff. After he left, the bank’s security team sent him a warning letter. It also sent branch staff a trespass notice to use in case he came into the branch and “display[ed] the same aggressive and abusive behaviour”. Todd called the security team on 24 April about the letter, and found out during the call that the bank had refunded the $200.
On 3 May, Todd went to the branch to set up his new credit card, and staff served him with the trespass notice.
Todd complained that the whole matter would not have escalated to the point of serving a trespass notice if the bank had simply told him about the refund decision sooner.
Our investigation
We reviewed Todd’s interactions with the bank, including his initial report, follow-up calls and branch visits, and found the bank had refunded the $200 to his account on 16 December 2024. Todd learned of the bank’s decision – and only inadvertently at that – four months after it had made its decision. The bank’s failure to clearly and promptly notify him of its decision, caused him needless stress and frustration – as did branch staff when they wrongly told him to contact the credit card company directly about the refund. Banks should generally communicate decisions on reimbursement claims within 20 working days.
Separately, we told the bank that branch staff should have made a record at the time of what took place on the day they served Todd with the trespass notice. Their failure to do so meant neither we nor the bank had a record from the time explaining the justification for the trespass notice,
Outcome
The bank offered Todd $1,000 for the stress and inconvenience it had caused him, an offer he accepted.
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