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February 2023

Insurance policies /

Too much time had elapsed since alleged wrongdoing by bank

Everett took out a mortgage with his bank in 2002. At the time, both he and his wife thought they ha…

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February 2023

Fraud & scams /

Scam victim deliberately misled bank about reasons for payments

In February 2021, Jolene was contacted online by a person she did not know telling her that she had …

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January 2023

Cards and PINs /

Customer responsible for transactions after handing over card details

In December 2021, Atarangi’s bank detected unusual activity on his debit card and contacted him to c…

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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

Insurance policies /

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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Case notes

Too much time had elapsed since alleged wrongdoing by bank

Scam victim deliberately misled bank about reasons for payments

Customer responsible for transactions after handing over card details

Bank failed to take adequate care in adding joint account holder

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

Bank made string of errors over loan restructure

Policy provided no cover for animal or moisture damage to property

Vehicle loan complaint a dispute with business partner

Bank acted reasonably in reaching decision to decline loan application