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March 2019

Closing accounts

Bank must follow process before closing an account

Sonya’s accounts were closed because of her conduct towards staff over an international funds transf…

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March 2019

Cards and PINs

PIN based on nickname not a suitable choice

Lucas’ credit card was stolen by his former partner, who used it to make unauthorised transactions. …

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March 2019

Common scams targeting bank customers

Woman divulged PIN during ruse by thief

Kiri took a phone call at work from someone saying she had won a $1,000 gift voucher. The caller as…

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March 2019

Financial abuse of the elderly

Bank should have warned about couple's second loan

Sue and her husband Chris were in their 70s when they became involved with what they thought was a H…

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February 2019

Account information

Bank failed to show breach of card’s terms and conditions

Michael learned someone had used his debit card to spent $26,000 over five days. When he went lookin…

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February 2019

Joint accounts

Bank reluctantly agrees to add new signatory

Jenny, an elderly woman with dementia, had completed an enduring power of attorney form authorising …

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January 2019

Lending restrictions

Couple clash with bank over quake insurance payout

Ed and Harriet’s home was damaged in the Christchurch earthquakes, and they received a payment of $1…

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January 2019

Processing payments

Bank apologises for poor treatment and handling of complaint

Roger visited a branch of his bank to add his wife, Kiri, as a signatory to one of his personal acco…

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January 2019

Transferring credit card debts

Stress payment for failing to update address

Johanna had an outstanding debt. The bank sent a letter of demand to her previous address and then r…

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