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March 2015

Travel cards /

Complaint referred on because bank merely an outlet for card

Sarah complained that her travel card's fees and exchange rates were not properly disclosed.

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October 2014

Children's accounts /

Need for mother's signature unaffected by name change

David and Sarah opened an account for their daughter when she was a baby. The account was in the chi…

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October 2014

Overdue council rates /

Bank procedurally correct over rates arrears

Zhang owned a property over which his bank had a mortgage. He could not pay his rates because of fin…

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September 2014

Transferring credit card debts /

Advertisement not misleading

Sam saw an advertisement on a bank’s website offering a special low interest rate on credit card bal…

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August 2014

Telegraphic transfers /

Exchange rate applied at time of processing transfer

Hana lived in Australia and wanted to take advantage of the favourable exchange rate at the time and…

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August 2014

Breaking a term deposit /

Bank properly advised that deposit was not earning interest

Alex was paid in United States dollars for some shares she sold. She decided the exchange rate was u…

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June 2014

Mistaken payments /

Bank without legal basis for using collection agency to get $70,000

Sophia’s business partner owed her $130,000. The business partner instructed his bank to break a $20…

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June 2014

Mortgagee sales /

Bank did not renege on lending agreement

Ana borrowed money from her bank to buy land to subdivide. The lending was approved and work began. …

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May 2014

Privacy & confidentiality / Life Insurance /

Medical information request too broad

Sarah bought a life insurance policy with death and terminal illness benefits through her bank. Eigh…

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Case notes

Complaint referred on because bank merely an outlet for card

Need for mother's signature unaffected by name change

Bank procedurally correct over rates arrears

Advertisement not misleading

Exchange rate applied at time of processing transfer

Bank properly advised that deposit was not earning interest

Bank without legal basis for using collection agency to get $70,000

Bank did not renege on lending agreement

Medical information request too broad