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June 2022

Processing payments /

Bank acted correctly in putting hold on money from Iraq

In late 2020, Zara opened a foreign currency account at the bank and arranged for the transfer of $U…

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May 2022

Fraud & scams /

Complaint about $660,000 loss exceeded our limit

Jerome lost $660,000 in a cryptocurrency scam in 2021.

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May 2022

Concerns about lending decisions /

Bank not obliged to lend to café owner

In 2020, Sophie asked the bank to refinance business lending she had at another bank because it woul…

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May 2022

Account information /

Bank supplied all the details required in investor statements

Aaron complained to us about how the bank reported information about his joint portfolio investment …

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May 2022

Fraud & scams /

Bank not obliged to actively monitor transactions for scams

In 2021, Marcia received an email purportedly from the Inland Revenue Department asking her to click…

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May 2022

Fraud & scams /

Bank under no obligation to check company’s legitimacy before processing transaction

In 2021, Hemi authorised payments totalling $149,000 to a company presenting itself as a cryptocurre…

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April 2022

Suspending debt recovery action /

Couple suffered no direct loss over house sale debt

In 2012, William and Kath agreed to pay the bank $150 a fortnight to repay a $65,000 shortfall from …

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April 2022

Fraud & scams /

Bank had no reason to suspect payments were fraudulent

Ralph made three payments totalling $70,000 to a company’s Hong Kong bank account. The company turne…

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April 2022

Health insurance /

Bank wrong to reject insurance claim over visit to hip specialist

Harry made a claim on his insurance policy for a disability caused by an infection in his left hip j…

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Case notes

Bank acted correctly in putting hold on money from Iraq

Complaint about $660,000 loss exceeded our limit

Bank not obliged to lend to café owner

Bank supplied all the details required in investor statements

Bank not obliged to actively monitor transactions for scams

Bank under no obligation to check company’s legitimacy before processing transaction

Couple suffered no direct loss over house sale debt

Bank had no reason to suspect payments were fraudulent

Bank wrong to reject insurance claim over visit to hip specialist