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November 2020

Account information / Fraud & scams /

Bank fails to demonstrate negligence

Boyd’s partner’s son impersonated him twice during phone calls to his bank on one day. He appeared t…

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October 2020

Hardship and financial difficulty /

Bank disregards customer’s express wishes about phone contact

Sydney and his partner had a home loan, and he had a credit card with a $12,000 limit. He regularly …

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October 2020

Hardship and financial difficulty /

Bank breached code by failing to mention hardship flag

Corinne owned a property with her friend Amy. They had a loan with the bank, secured by a mortgage o…

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September 2020

Investing /

Bank took too long to invest EQC funds

Satine complained that the bank received an earthquake commission payment on her behalf of $130,000 …

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September 2020

Fraud & scams /

Bank partly responsible for international payments to fraudster

Harper began corresponding with a person online and this relationship had features of a romance scam…

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August 2020

Investing /

Onus on trustee to reinvest funds when term deposits matured

Navin was a professional trustee for a family trust. The trust had $1 million in three term deposits…

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August 2020

Fraud & scams /

Bank not liable for fraudulent payment

Ingrid received a call from someone purporting to be from her telecommunications provider. The calle…

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August 2020

Insurance policies /

Bank sold borrower unsuitable insurance policy

Connor took out a personal loan of $50,000 with the bank to repay his credit card debt. The aim was …

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August 2020

Account mandates /

Bank failed to get signatures before changing account ownership

Dianne was terminally ill with cancer. She told her personal banker that she wanted to change her so…

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