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February 2021

Concerns about lending decisions /

Bank failed to assess loan application properly

Fabiana and her lodger applied for finance from the bank for a business venture. Fabiana had no hist…

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February 2021

Fraud & scams /

Bank not responsible for payments to scammer

A social media site persuaded Jasmine to send almost $80,000 overseas in order to claim a $US200,000…

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February 2021

Chargebacks /

Bank should have lodged a chargeback request

Adriana’s daughter, Helen, bought tickets to an Elton John concert through Viagogo. Helen said the t…

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February 2021

Concerns about lending decisions /

Bank failed to consider whether customer could service lending before giving green light to sale

Alfred bought a section that he planned to subdivide and build two kitset houses on and rent out. Al…

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December 2020

Concerns about lending decisions / Fraud & scams /

Bank complied with responsible lending obligations in romance scam

Laura’s mother, Sally, fell victim to a romance scam. Over three months, she sent $500,000 overseas …

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December 2020

Cards and PINs / Fraud & scams /

Bank failed to prove lack of reasonable care when entering PIN

Marcel visited several bars while overseas on a business trip. He was carrying a wallet containing t…

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December 2020

Concerns about lending decisions /

Bank lends readily after inadequate assessment

Gavin ran a small business and from 2016 made numerous requests to the bank for money for himself pe…

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November 2020

Fraud & scams /

Bank not responsible for retiree’s scam losses

Daisy, who lived alone in a retirement village, received a phone call from a scammer who said he was…

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November 2020

Account information / Fraud & scams /

Bank fails to demonstrate negligence

Boyd’s partner’s son impersonated him twice during phone calls to his bank on one day. He appeared t…

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Case notes

Bank failed to assess loan application properly

Bank not responsible for payments to scammer

Bank should have lodged a chargeback request

Bank failed to consider whether customer could service lending before giving green light to sale

Bank complied with responsible lending obligations in romance scam

Bank failed to prove lack of reasonable care when entering PIN

Bank lends readily after inadequate assessment

Bank not responsible for retiree’s scam losses

Bank fails to demonstrate negligence