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November 2024

Cards and PINs / Concerns about lending decisions /

Bank followed instructions in refixing loan for same period as interest-only payments

In August 2021, Manaia asked the bank for a two-year extension to the interest-only period on his ho…

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November 2024

Early repayment charges /

Bank erred repeatedly over customer’s early repayment of car loan

In March 2022, Elias bought a car using a loan from the bank. The dealership incorrectly told Elias …

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October 2024

Account information /

Bank’s monthly statements met requirements of consumer legislation

Archie received monthly credit card statements, but he complained that the frequency of the statemen…

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October 2024

Direct debits /

Bank slow and unhelpful in the face of customer’s difficulties following unauthorised transactions

In March 2024, Marley noticed three transactions totalling $860 on her debit card that she had not a…

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October 2024

Processing payments /

Bank correctly credited payments made on public holidays

Otis complained to the bank that it did not credit payments made to his account on public holidays u…

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October 2024

Account information /

Bank not required to offer banking services to customer outside New Zealand

Flynn had transaction accounts and a home loan with the bank. In 2024, he moved to Russia with his p…

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October 2024

Concerns about lending decisions /

Bank’s conditions on interest-only terms were not unfair

Manawa’s home loan was on interest-only terms that expired in early 2023. She asked the bank for an …

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October 2024

Fraud & scams /

Bank had no reason to suspect customer was victim of a job scam

In August 2023, Minnie responded to a message online about a job and was told the position involved …

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October 2024

Fraud & scams /

Bank took correct steps after suspicions aroused over transfers

In August 2022, Micah received a call from someone claiming to be from his bank. The caller asked Mi…

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Case notes

Bank followed instructions in refixing loan for same period as interest-only payments

Bank erred repeatedly over customer’s early repayment of car loan

Bank’s monthly statements met requirements of consumer legislation

Bank slow and unhelpful in the face of customer’s difficulties following unauthorised transactions

Bank correctly credited payments made on public holidays

Bank not required to offer banking services to customer outside New Zealand

Bank’s conditions on interest-only terms were not unfair

Bank had no reason to suspect customer was victim of a job scam

Bank took correct steps after suspicions aroused over transfers