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April 2019

Mobile banking /

Bank and customer both played part in $45,000 loss

Tama had personal, company and family trust bank accounts, all of which he could access through inte…

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March 2019

Closing accounts /

Bank must follow process before closing an account

Sonya’s accounts were closed because of her conduct towards staff over an international funds transf…

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March 2019

Cards and PINs /

PIN based on nickname not a suitable choice

Lucas’ credit card was stolen by his former partner, who used it to make unauthorised transactions. …

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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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