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December 2024

Fraud & scams /

Customer not negligent despite sharing code with scammer

In November 2023, Ollie received a phone call from the bank’s phone number, and the caller, purporte…

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November 2024

Concerns about lending decisions /

Customer receives $2,500 compensation for stress caused by bank’s mishandling of repayments and poor communication

In March 2023, a staff member from Suki’s bank called about the arrears on her home loan. Suki found…

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November 2024

Mistaken payments /

Bank not liable for $35,000 customer accidentally sent to wrong person

At the time of payment (2022) banks did not have to check that the account name and number matched. …

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November 2024

Concerns about lending decisions /

Bank set wrong loan period and failed to follow instructions when refixing two loans

In 2015, Ester and her then-partner Oakley bought a house together. To fund the purchase, Oakley arr…

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November 2024

Fraud & scams /

Fraudster tricked victim into disclosing authentication code

Ignatius received an email purporting to be from Spotify asking him to update his payment details. H…

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November 2024

Fraud & scams /

Bank reimburses half of scam loss despite doubts about how scammer obtained codes

In January 2024, Hunter received a call on his mobile from an unknown number. The caller said she wa…

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November 2024

Fraud & scams /

Cryptocurrency transactions had every appearance of legitimate purchases

In July 2023, Sienna responded to a Facebook post offering earning extra income by working remotely.…

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November 2024

Insurance policies /

Customer had clear information with which to make decision about policy’s suitability

In January 2014, Cooper applied for a credit card and chose to add an insurance policy that would co…

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November 2024

Overdrafts /

Bank acted correctly over lapsed trust loan

Hassan’s family trust, of which he was a trustee, took out a $300,000 10-year, interest-only loan wi…

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Case notes

Customer not negligent despite sharing code with scammer

Customer receives $2,500 compensation for stress caused by bank’s mishandling of repayments and poor communication

Bank not liable for $35,000 customer accidentally sent to wrong person

Bank set wrong loan period and failed to follow instructions when refixing two loans

Fraudster tricked victim into disclosing authentication code

Bank reimburses half of scam loss despite doubts about how scammer obtained codes

Cryptocurrency transactions had every appearance of legitimate purchases

Customer had clear information with which to make decision about policy’s suitability

Bank acted correctly over lapsed trust loan