Questions about banking issues? Check here first

May 2023

Breaking a term deposit /

Bank’s interest rate for breaking fixed term deposits not unreasonable

Eric had a trust that put large sums of money on various term deposits at the bank, with the interes…

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April 2023

Privacy & confidentiality /

Bank had valid grounds for disclosing information to police

In May 2020, police contacted Edgar's bank seeking copies of his transaction statements to help them…

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April 2023

Processing payments /

Evidence shows customer unlikely to have signed blank withdrawal slip

In 2020, Peter went to a bank branch to transfer $2,000 to his son as a birthday gift. Peter said he…

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April 2023

Chargebacks /

Bank acted fairly in denying customer’s chargeback request

Between November 2020 and September 2021, an online dating site charged more than $10,000 to Orval's…

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March 2023

Lending restrictions /

Bank not obliged to help customer in arrears

In early 2022, Bailey complained that the bank was acting unreasonably and unfairly by demanding she…

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March 2023

Processing payments / Chargebacks /

Evidence did not support customer’s claim that card was stolen

In mid-2022, Denise said her credit card and phone were stolen, and $35,000 in gaming transactions w…

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March 2023

Mobile banking /

Theft did not, in itself, mean customer had failed to take reasonable care

Arthur was in hospital in mid-2022 when he discovered someone had transferred $10,000 from his accou…

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February 2023

Fraud & scams /

Customer went ahead with cryptocurrency trading despite bank warning

Ezekiel made several online transactions to a cryptocurrency investment company using his debit card…

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February 2023

Fraud & scams /

Bank had reasonable basis for suspecting fraud and withdrawing services

Between March 2019 and May 2022, Jack was caught up in numerous scams, including one involving a wom…

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Case notes

Bank’s interest rate for breaking fixed term deposits not unreasonable

Bank had valid grounds for disclosing information to police

Evidence shows customer unlikely to have signed blank withdrawal slip

Bank acted fairly in denying customer’s chargeback request

Bank not obliged to help customer in arrears

Evidence did not support customer’s claim that card was stolen

Theft did not, in itself, mean customer had failed to take reasonable care

Customer went ahead with cryptocurrency trading despite bank warning

Bank had reasonable basis for suspecting fraud and withdrawing services