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October 2022

Concerns about lending decisions /

Complainant used familiar flawed arguments to deny existence of home loan

Des had a loan with the bank secured by a mortgage over his property and had been making loan repaym…

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October 2022

Fraud & scams /

Customer persisted with transfers to scammers despite bank warnings

In 2021, Samuel was approached by someone on Instagram about an investment opportunity. Samuel was …

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October 2022

Lending restrictions /

Bank not upfront about reasons for declining request to open accounts

Fletcher applied to be a new customer at the bank. He explained to a branch staff member that he had…

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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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September 2022

Fraud & scams /

Bank not at fault for impersonation of staff member

A scammer intercepted emails between Christiana and her bank while she was in the middle of arrangin…

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September 2022

Retaining personal information /

Customer should have unearthed problems with sale at the time

Bonnie began reviewing documents about her financial affairs after separating from her husband in 20…

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September 2022

Concerns about lending decisions /

Bank clear about reduced cash contribution if customer sought another loan

In 2015, George asked the bank what fees he would have to pay if he moved his home loan to another b…

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August 2022

Insurance policies /

Bank under no obligation to continually offer best-priced premiums

Theo took out insurance policies with the bank in 2001. Each year, on the anniversary of doing this,…

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August 2022

Processing payments /

Bank entitled to reject payments from Iran because of sanctions

Leila and her husband Ali opened bank accounts after moving to New Zealand from Iran in 2014. Some …

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