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November 2024

Mistaken payments /

Bank not liable for $35,000 customer accidentally sent to wrong person

In November 2022, Petra made a payment of $10,000 intended for her son’s company account to another …

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November 2024

Closing accounts /

Bank’s closure of customer’s accounts based on flawed assessment of her behaviour

In May 2023, Poppy had trouble opening a term investment because branch and contact centre staff gav…

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November 2024

Fraud & scams /

Elderly scam victim’s string of payments should have aroused bank’s suspicions

In 2021, Alice, an 84-year-old pensioner, received a Facebook message from a friend of a friend reco…

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November 2024

Fraud & scams /

Customer justified in disclosing code to what she believed was bank employee

In February 2024, Eden received a call from someone purporting to be from her bank. The caller’s num…

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November 2024

Fraud & scams /

Bank reimburses half of scam loss despite doubts about how scammer obtained codes

In January 2024, Hunter received a call on his mobile from an unknown number. The caller said she wa…

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November 2024

Fraud & scams /

Cryptocurrency transactions had every appearance of legitimate purchases

In July 2023, Sienna responded to a Facebook post offering earning extra income by working remotely.…

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November 2024

Overdrafts /

Bank acted correctly over lapsed trust loan

Hassan’s family trust, of which he was a trustee, took out a $300,000 10-year, interest-only loan wi…

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November 2024

Kiwisaver /

Complainant offered $500 for bank’s poor handling of complaint

Ezra approached the bank in late 2021 about the performance of his bank-owned KiwiSaver fund. Erza w…

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November 2024

Fraud & scams /

Bank not obliged to check account name and number matched

In 2024, Arabella bought two shipping containers for $10,000 from a company via Facebook. She resea…

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