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March 2019

Fraud & scams /

Woman divulged PIN during ruse by thief

Kiri took a phone call at work from someone saying she had won a $1,000 gift voucher. The caller as…

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March 2019

Financial abuse of the elderly /

Bank should have warned about couple's second loan

Sue and her husband Chris were in their 70s when they became involved with what they thought was a H…

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February 2019

Account information /

Bank failed to show breach of card’s terms and conditions

Michael learned someone had used his debit card to spent $26,000 over five days. When he went lookin…

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February 2019

Joint accounts /

Bank reluctantly agrees to add new signatory

Jenny, an elderly woman with dementia, had completed an enduring power of attorney form authorising …

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January 2019

Lending restrictions /

Couple clash with bank over quake insurance payout

Ed and Harriet’s home was damaged in the Christchurch earthquakes, and they received a payment of $1…

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January 2019

Processing payments /

Bank apologises for poor treatment and handling of complaint

Roger visited a branch of his bank to add his wife, Kiri, as a signatory to one of his personal acco…

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January 2019

Transferring credit card debts /

Stress payment for failing to update address

Johanna had an outstanding debt. The bank sent a letter of demand to her previous address and then r…

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January 2019

Insurance policies /

Bank had right to hold on to insurance money

Fred had two bank loans on his property, which was badly damaged in the Christchurch earthquakes. Th…

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December 2018

Powers of attorney /

Bank too slow in acting on customer's request

After suffering a stroke that confined her to a wheelchair, Sophie completed a legal document called…

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Case notes

Woman divulged PIN during ruse by thief

Bank should have warned about couple's second loan

Bank failed to show breach of card’s terms and conditions

Bank reluctantly agrees to add new signatory

Couple clash with bank over quake insurance payout

Bank apologises for poor treatment and handling of complaint

Stress payment for failing to update address

Bank had right to hold on to insurance money

Bank too slow in acting on customer's request