Questions about banking issues? Check here first

September 2015

Clearing cheques /

Bank entitled to ask for ID to cash open cheque

Hana tried to cash an open cheque for $800 at her local branch. A staff member asked her for identif…

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September 2015

Insurance policies /

Non-disclosure rightly resulted in rejection of insurance claim

Tani wanted to switch life insurance provider and applied to her bank for life insurance with critic…

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September 2015

Common scams targeting bank customers /

Mule scam victim gets compensation over false allegation

Hamish was a beneficiary who did casual work. A man who owed Hamish money asked if he could transfer…

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September 2015

Closing accounts /

Bank acted reasonably before house fire

Zhang took out home and contents insurance through his bank and paid premiums from one of his bank a…

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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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Case notes

Bank entitled to ask for ID to cash open cheque

Non-disclosure rightly resulted in rejection of insurance claim

Mule scam victim gets compensation over false allegation

Bank acted reasonably before house fire

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