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January 2023

Deceased customers' accounts /

Bank failed to take adequate care in adding joint account holder

In early 2020, Agatha died aged 102. Her will, made in 2014, said her estate was to be divided into …

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January 2023

Fraud & scams /

Bank not responsible for fraud loss, but follow-up action was inadequate

In 2020, Bianca became involved in a romance scam. She tried to transfer $55,000 to an online romant…

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January 2023

Concerns about lending decisions /

Bank made string of errors over loan restructure

In late 2021, Catherine wanted to split her home loan into two loans, one on a fixed rate and the ot…

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November 2022

Home & contents insurance /

Policy provided no cover for animal or moisture damage to property

In 2020, Seol bought investment properties with money borrowed from the bank. She also insured the p…

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November 2022

Concerns about lending decisions /

Vehicle loan complaint a dispute with business partner

John’s business partner bought a car with finance from their bank. John said the car was a business …

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October 2022

Lending restrictions /

Bank acted reasonably in reaching decision to decline loan application

In early 2020, Oliver and his wife took out a home loan from the bank but separated soon afterwards.…

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October 2022

Lending restrictions /

Bank not upfront about reasons for declining request to open accounts

Fletcher applied to be a new customer at the bank. He explained to a branch staff member that he had…

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October 2022

Fraud & scams /

Customer persisted with transfers to scammers despite bank warnings

In 2021, Samuel was approached by someone on Instagram about an investment opportunity. Samuel was …

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October 2022

Concerns about lending decisions /

Complainant used familiar flawed arguments to deny existence of home loan

Des had a loan with the bank secured by a mortgage over his property and had been making loan repaym…

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