Make a complaint
Home chevron-big Guides & cases chevron-big Case notes chevron-big
All
Bank accounts
Cards
Savings & investment
Lending
Payment systems
Other

November 2019

Early repayment charges /

Loan agreement spelt out possibility of early repayment fee

Crystal took out a home loan with an interest rate fixed for two years. A year later, she decided to…

Read full case note

October 2019

Kiwisaver /

KiwiSaver withdrawal involving Australian superannuation

Dean spent three years working in Australia, and during this time contributed to an Australian workp…

Read full case note

October 2019

Mortgagee sales /

Bank leapt straight to action of last resort

Ryan had a home loan, a condition of which was that he paid the council rent when it fell due (it wa…

Read full case note

October 2019

Common scams targeting bank customers /

Bank not liable for fraud loss

Nilam received a call from a fraudster claiming to be from her overseas bank. Caller ID confirmed th…

Read full case note

October 2019

Account information /

Inconsistent details no grounds to withhold release of funds

Freddy, a British resident, had been trying for four years to withdraw money from his New Zealand ac…

Read full case note

October 2019

Credit laws and banking /

Bank not required to reduce default amount for credit report

Amy had a $5,000 debt she could not repay, so the bank referred the debt to an external collection a…

Read full case note

September 2019

Closing accounts /

Account closure due to lack of AML information

Nadine’s bank closed her account because it could not verify her identity in order to comply with an…

Read full case note

September 2019

Concerns about lending decisions /

Former wife’s approval needed to change joint loan

John and Maureen had owned a home together for 16 years. Then the couple separated and Maureen move…

Read full case note

September 2019

Insurance policies /

Bank right to decline terminal illness claim

Pania was diagnosed with a serious medical condition, which was treated with surgery in October 2016…

Read full case note