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December 2018

Lending restrictions /

Bank correctly notified interest rate change

Simon deposited $700,000 in an interest-bearing transaction account. He wanted ready access to the m…

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December 2018

Insurance policies /

Stroke in eye specifically excluded from policy

Gordon said his bank had wrongly declined his insurance claim for critical care benefit after a stro…

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November 2018

Fraud & scams /

Handing over codes breached bank’s security advice

A scammer called Gobind on his landline and tricked him into granting access to his internet banking…

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November 2018

Account information /

“Temporary” credit balance a source of confusion

Lindsay considered the information available through his bank about his Visa credit card account was…

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November 2018

Fraud & scams /

Banks required to follow customers’ instructions

Pierce, the owner of a building company, received an invoice from one of his sub-contractors, which …

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November 2018

Chargebacks /

Refund justified when concert tickets didn't arrive

Morgan bought concert tickets online with her credit card through Viagogo, but said she was not made…

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November 2018

Concerns about lending decisions /

No grounds to suggest misleading conduct

Colleen’s business was placed in liquidation by the Inland Revenue Department, although she understo…

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August 2018

Direct debits /

Statement descriptions can require further scrutiny

Aaron joined a gym and gave his credit card details, so a direct debit could be made each fortnight.…

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April 2018

Joint accounts /

Unfair for bank to hold money so long without interest

Kate and her husband Kevin received funds from the Earthquake Commission while in the middle of sepa…

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Case notes

Bank correctly notified interest rate change

Stroke in eye specifically excluded from policy

Handing over codes breached bank’s security advice

“Temporary” credit balance a source of confusion

Banks required to follow customers’ instructions

Refund justified when concert tickets didn't arrive

No grounds to suggest misleading conduct

Statement descriptions can require further scrutiny

Unfair for bank to hold money so long without interest