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November 2016

Mobile banking /

Call should have raised doubts

Sarah got hold of her friend Ana’s phone banking password. She called the bank and managed to get pa…

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August 2016

Joint accounts /

Bank mishandled account dispute involving employee

Tama and his partner Sarah had joint accounts and a home loan with their bank. Sarah was also an emp…

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August 2016

Chargebacks /

Trader authorised disputed transactions

Tony had accounts with several online binary options trading companies. Tony traded on whether the v…

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July 2016

Processing payments /

Preferred method had potential for late payment

Ravi cleared his credit card each month on the due date by the "bill payment" method. Under this met…

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June 2016

Overdrafts /

Former student not entitled to special interest rate

Ali took out a student package with his bank when he went to university. It gave him an interest-fre…

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May 2016

Freezing an account /

Bank follow-up missing after it froze accounts

Kiri was treasurer of a committee supervised by a trust. There was a disagreement between trustees a…

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April 2016

Kiwisaver /

Bank couldn't release KiwiSaver funds directly to customer

David had been living in Australia for several years and wanted to transfer his KiwiSaver savings in…

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April 2016

Foreign cheques /

Bank not responsible for scam victim's loss

Hamish began corresponding online with Sophia, who claimed to live in Malaysia. Hamish believed they…

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April 2016

Hardship and financial difficulty /

Bank gives green light, then red light to building loan

Morgan owned land over which bank A had a mortgage. Morgan approached the bank about borrowing more …

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