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December 2020

Concerns about lending decisions / Common scams targeting bank customers /

Bank complied with responsible lending obligations in romance scam

Laura’s mother, Sally, fell victim to a romance scam. Over three months, she sent $500,000 overseas …

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December 2020

Cards and PINs / Common scams targeting bank customers /

Bank failed to prove lack of reasonable care when entering PIN

Marcel visited several bars while overseas on a business trip. He was carrying a wallet containing t…

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December 2020

Concerns about lending decisions /

Bank lends readily after inadequate assessment

Gavin ran a small business and from 2016 made numerous requests to the bank for money for himself pe…

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November 2020

Common scams targeting bank customers /

Bank not responsible for retiree’s scam losses

Daisy, who lived alone in a retirement village, received a phone call from a scammer who said he was…

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November 2020

Common scams targeting bank customers / Account information /

Bank fails to demonstrate negligence

Boyd’s partner’s son impersonated him twice during phone calls to his bank on one day. He appeared t…

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October 2020

Hardship and financial difficulty /

Bank disregards customer’s express wishes about phone contact

Sydney and his partner had a home loan, and he had a credit card with a $12,000 limit. He regularly …

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October 2020

Hardship and financial difficulty /

Bank breached code by failing to mention hardship flag

Corinne owned a property with her friend Amy. They had a loan with the bank, secured by a mortgage o…

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September 2020

Investing /

Bank took too long to invest EQC funds

Satine complained that the bank received an earthquake commission payment on her behalf of $130,000 …

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September 2020

Common scams targeting bank customers /

Bank partly responsible for international payments to fraudster

Harper began corresponding with a person online and this relationship had features of a romance scam…

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