Bank’s handling of cash request marked by delays and miscommunication

Categories:

Delays, Fraud & scams, Transaction errors,

Summary:

Rosie was in Australia when the bank detected an unusual transaction and froze her card. It sent her a message asking whether she recognised the transaction and she replied that she did not. She also said she didn't want the card cancelled because it was the only card she had with her, but the bank cancelled it anyway. The bank suggested she apply via a multinational payment card service for an emergency card. She did as the bank suggested, but the card wouldn’t arrive for several days. Rosie then applied to the card service for emergency cash. This process took several days, and Rosie had to submit several requests and make numerous follow-up calls before her cash request was accepted.

Published:

April 2026

Our investigation

After reviewing the bank’s actions following the triggering of the alert, we were satisfied it was appropriate to cancel Rosie’s card because of the risk of fraud and because Rosie had confirmed she did not recognise the payment. The bank had also handled the emergency card request appropriately. However, we agreed with Rosie that the bank's handling of the cash request had been characterised by delays and miscommunication. The resulting delays caused Rosie frustration and stress. The situation Rosie had found herself in – overseas and without access to money – was not of the bank's making, but the bank's actions had caused extra stress during an already stressful time.

Outcome

We concluded the bank should pay $1,000 in recognition of the stress and inconvenience its delays and miscommunication had caused Rosie while processing her request for cash. Rosie did not accept our decision.

Print this page