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February 2016

Travel cards /

Card's conversion disclosure could have been clearer

David completed a tap-and-go transaction at Heathrow Airport using his Air New Zealand OneSmart card…

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January 2016

Clearing cheques /

Bank ignored instructions by allowing early cashing of cheque

Hamish hired a contractor to do work on his property. He gave the contractor a post-dated cheque for…

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November 2015

Lending restrictions / Freeing up capital /

Restrictions no basis for keeping entire sale proceeds

Lee owned two properties funded through separate bank loans. When he sold property A, he thought he …

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November 2015

Early repayment charges /

Bank properly informed customer about early repayment charges

Zhang took out three housing loans with his bank. The loans' interest rate was fixed for three years…

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October 2015

Account mandates /

Unauthorised use of account led to $9,000 loss

Jamie complained about her bank allowing her former husband, Alex, to take out a loan in joint names…

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October 2015

Chargebacks /

Handling of complaint left customer unable to challenge merchant

Ravi entered his credit card details on a movie streaming website to see whether he could receive th…

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October 2015

Hardship and financial difficulty /

Debt woes brought on by also borrowing from other lenders

Jordan and Lee’s mortgage broker applied on their behalf to the bank for loan of between $325,000 an…

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September 2015

Lending restrictions /

Loading error had knock-on effects for rental property owner

Kiri bought a rental property with a loan from her bank. She later bought another property, again wi…

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September 2015

Clearing cheques /

Bank entitled to ask for ID to cash open cheque

Hana tried to cash an open cheque for $800 at her local branch. A staff member asked her for identif…

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Case notes

Card's conversion disclosure could have been clearer

Bank ignored instructions by allowing early cashing of cheque

Restrictions no basis for keeping entire sale proceeds

Bank properly informed customer about early repayment charges

Unauthorised use of account led to $9,000 loss

Handling of complaint left customer unable to challenge merchant

Debt woes brought on by also borrowing from other lenders

Loading error had knock-on effects for rental property owner

Bank entitled to ask for ID to cash open cheque