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July 2023

Concerns about lending decisions /

Time taken to assess loan extension reasonable in the circumstances

Laurence’s bank approved an application to buy a residential section in 2019. Three years later, Lau…

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July 2023

Freezing an account /

Bank acted reasonably in freezing accounts during dispute

Rochelle, along with her sister and brother, had enduring power of attorney over their mother's fina…

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July 2023

Privacy & confidentiality /

Bank offers $15,000 for failing to block previous owners from company’s accounts

Peyton bought a business in December 2020. In June 2022, the previous owners contacted Peyton's bank…

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June 2023

Concerns about lending decisions /

Bank acted correctly in setting up couple’s joint loan

Margot and her husband refinanced a joint home loan with the bank in 2015. Margot said she recalled …

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June 2023

Fraud & scams /

Bank had no reason to investigate $400,000 payment to other “bank”

In early 2023, Carson found a competitive term deposit rate on a website that compared rates among b…

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June 2023

Lending restrictions /

Bank communication clear about end of interest-only period

In 2017, Buck took out several loans with the bank and agreed to five years of interest-only payment…

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June 2023

Fraud & scams /

Scam victim’s claim exceeded our financial limit

In 2016, Zachariah authorised payments totalling more than $1.3 million in the belief he was buying …

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June 2023

Fraud & scams /

Bank liable for customer loss of $60,000 in phishing scam

Doug checked his bank accounts one day in August 2022 and discovered $60,000 missing from his saving…

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May 2023

Lending restrictions /

Bank explained, if inadequately, that ability to service loan would still be considered

In 2022, the Taylors sought a loan to make improvements to their rental property. The bank said the …

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Case notes

Time taken to assess loan extension reasonable in the circumstances

Bank acted reasonably in freezing accounts during dispute

Bank offers $15,000 for failing to block previous owners from company’s accounts

Bank acted correctly in setting up couple’s joint loan

Bank had no reason to investigate $400,000 payment to other “bank”

Bank communication clear about end of interest-only period

Scam victim’s claim exceeded our financial limit

Bank liable for customer loss of $60,000 in phishing scam

Bank explained, if inadequately, that ability to service loan would still be considered