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May 2020

Account mandates /

Bank processed payments in accordance with account mandate

Franklin underwent surgery for a serious medical condition that left him mentally incapacitated for …

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May 2020

Kiwisaver /

Bank acted correctly over KiwiSaver withdrawal requests

Selma’s house was badly damaged by an earthquake. Not long afterwards, Selma deposited $90,000 into …

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April 2020

Concerns about lending decisions /

Records revealed inadequate effort to assess whether lending affordable

Tahira earned the minimum wage, received Work and Income support and had bank debts totalling $25,00…

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April 2020

Privacy & confidentiality /

Contacting customer’s employer a breach of privacy

Leon got into arrears with his credit card. He was living overseas but had a New Zealand address on …

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April 2020

Chargebacks / Fraud & scams /

Customer responsible for transactions, even though probably drugged

Trey went to a bar while overseas, and during his visit three transactions totalling $15,000 were ch…

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March 2020

Closing accounts / Privacy & confidentiality /

Bank lacked reason to close accounts immediately

Rory lived in Australia but had a bank account in New Zealand. He used online banking to access this…

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February 2020

Closing accounts /

Bank gave reasonable notice about debt referral and account closure

Farid had a credit card and everyday account with his bank. When he lost his job and fell behind in …

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February 2020

Privacy & confidentiality /

Bank erred in not seeking clarification before releasing information

Jia was executor of her late mother Suyin’s estate. Before Suyin died, Jia’s brother obtained statem…

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February 2020

Insurance policies /

Bank’s response to insurance errors unacceptably slow

Piper went to the local branch of her bank in January 2018 to get an insurance policy for a car she …

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