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July 2015

Insurance policies

Outcome would have been the same, even with right policy

David owned a holiday rental. The property's insurance policy had expired so he asked his bank to pu…

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July 2015

Overdue council rates

Bank failed to answer question about how to block rates demand

Jordan stopped paying his rates because of a dispute with his local council. Jordan had repaid his b…

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July 2015

Breaking a term deposit

Notice provision did not change policy

Morgan had money invested in a term deposit. When each term matured, the money would be rolled over …

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July 2015

Concerns about lending decisions

Was the bank's lending unaffordable?

Regina has a bank-issued credit card. She complained to us that her bank irresponsibly allowed her t…

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June 2015

Processing payments

Processing delay didn't entitle customer to clean out account

Jordan used his debit card to pay a courier fee. A month later, the transaction was processed and ch…

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June 2015

Processing payments

Close of business extends beyond 5pm

Ali had a savings account that would earn her bonus interest, regardless of withdrawals, as long as …

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June 2015

Freezing an account

Bank's information unclear and notification incomplete

A dispute arose between two members of an extended family who operated a partnership to manage their…

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May 2015

Deceased customers' accounts

Daughter not empowered to bring complaint about mother's money

Ali complained that her sister spent all of their mother’s money after their mother developed dement…

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May 2015

Lending restrictions

Woman gets $4,000 after selling rental based on inadequate information

Sarah said she sold her rental property after the bank gave her unclear information about how much o…

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Case notes

Outcome would have been the same, even with right policy

Bank failed to answer question about how to block rates demand

Notice provision did not change policy

Was the bank's lending unaffordable?

Processing delay didn't entitle customer to clean out account

Close of business extends beyond 5pm

Bank's information unclear and notification incomplete

Daughter not empowered to bring complaint about mother's money

Woman gets $4,000 after selling rental based on inadequate information