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January 2024

Fraud & scams /

Scam victim failed to notice obvious warning signs of a scam

In January 2023, Lakely received a call from someone claiming to be from his bank saying there had b…

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January 2024

Closing accounts /

Bank entitled to close accounts over way personal account used

Jasper's bank wrote to him in November 2021 asking for more information about transactions on his ac…

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January 2024

Fraud & scams /

Facts pointed to customer storing banking details on phone

In April 2023, someone made withdrawals totalling $9,500 from Tiffany’s bank account. The withdrawal…

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December 2023

Fraud & scams /

Bank not liable for customer’s $45,000 loss to scammers

Between August and December 2021, Faith authorised transactions to a cryptocurrency platform totalli…

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December 2023

Processing payments /

Bank’s offer of $5,000 for communication failures, reasonable in the circumstances

Gabriel went to the bank in August 2022 to make an international money transfer to pay for medical t…

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November 2023

Concerns about lending decisions /

Bank not obliged to offer customer lower interest rate

In February 2023, Archer approached the bank for a home loan interest rate that was lower than the o…

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November 2023

Concerns about lending decisions /

Bank pays couple $5,000 over mishandled restructure of lending

Scotty and Marisol wanted to restructure their lending when the term of their fixed interest loan ex…

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November 2023

Processing payments /

Bank entitled to return payment from sanctioned Russian bank

On 24 February 2022, at the start of the conflict between Russia and Ukraine, the US identified Russ…

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November 2023

Retaining personal information /

Bank acted correctly in referring debt to collection agency

Lucien’s bank account became overdrawn by $1,000 in 2023. Lucien lived in Australia but had not upda…

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