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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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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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Case notes

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

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