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October 2021

Common scams targeting bank customers

Bank not obliged to check account number and name matched

Martin sent $US90,000 to a fraudster’s account as part of an invoice scam: the fraudster contacted M…

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October 2021

Concerns about lending decisions

Records showed bank acted correctly in lending dispute

Marisol was on a benefit and looking after her elderly mother. She owned three properties over which…

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October 2021

Concerns about lending decisions

Bank’s poor communication cost customer her bid for house

Carmel had a house with a mortgage to the bank that she wanted to sell so she could upgrade to a new…

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October 2021

Account information

Complaint was about a commercial decision and therefore outside our scope

Elsdon applied to open an account with the bank and borrow money to buy a house. The bank rejected t…

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October 2021

Concerns about lending decisions

Bank acted fairly despite tight deadline to consider loan request

Jacob found a property he was eager to buy. The property was to be sold by auction. He sought the ba…

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October 2021

Account information

Bank fails to show evidence of any breach of terms and conditions

In late 2020, Phoebe’s daughter gained unauthorised access to her phone banking and stole $8,600. Ph…

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October 2021

Powers of attorney

Bank not obliged to monitor account from which brother took money

Daniel complained to the bank on behalf of his mother’s estate after learning that his brother, who …

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October 2021

Deceased customers' accounts / Account information

Evidence indicated customer had breached terms and conditions

Vijay learned soon after his father’s death in October 2020 that his aunt, the executor of the estat…

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September 2021

Concerns about lending decisions

Bank entitled to decline loan application despite conditional approval

The bank approved Alistair’s online application for a home loan, subject to receiving “satisfactory …

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Case notes

Bank not obliged to check account number and name matched

Records showed bank acted correctly in lending dispute

Bank’s poor communication cost customer her bid for house

Complaint was about a commercial decision and therefore outside our scope

Bank acted fairly despite tight deadline to consider loan request

Bank fails to show evidence of any breach of terms and conditions

Bank not obliged to monitor account from which brother took money

Evidence indicated customer had breached terms and conditions

Bank entitled to decline loan application despite conditional approval