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September 2015

Closing accounts /

Bank acted reasonably before house fire

Zhang took out home and contents insurance through his bank and paid premiums from one of his bank a…

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July 2015

Insurance policies /

Outcome would have been the same, even with right policy

David owned a holiday rental. The property's insurance policy had expired so he asked his bank to pu…

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July 2015

Overdue council rates /

Bank failed to answer question about how to block rates demand

Jordan stopped paying his rates because of a dispute with his local council. Jordan had repaid his b…

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July 2015

Breaking a term deposit /

Notice provision did not change policy

Morgan had money invested in a term deposit. When each term matured, the money would be rolled over …

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July 2015

Concerns about lending decisions /

Was the bank's lending unaffordable

Regina has a bank-issued credit card. She complained to us that her bank irresponsibly allowed her t…

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June 2015

Processing payments /

Processing delay didn't entitle customer to clean out account

Jordan used his debit card to pay a courier fee. A month later, the transaction was processed and ch…

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June 2015

Processing payments /

Close of business extends beyond 5pm

Ali had a savings account that would earn her bonus interest, regardless of withdrawals, as long as …

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June 2015

Freezing an account /

Bank's information unclear and notification incomplete

A dispute arose between two members of an extended family who operated a partnership to manage their…

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May 2015

Deceased customers' accounts /

Daughter not empowered to bring complaint about mother's money

Ali complained that her sister spent all of their mother’s money after their mother developed dement…

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