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August 2024

Closing accounts /

Inadequate response to bank’s information requests justified closure of customer’s accounts

In mid-2023, Landon's bank emailed him seeking information about his accounts, his companies and his…

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August 2024

Processing payments / Telegraphic transfers /

Bank acted correctly over international transfer that went missing

Bert made an international money transfer of $75,000 from his New Zealand bank account to an account…

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August 2024

Children's accounts /

Former husband, not bank, responsible for $10,000 withdrawal

Jacqueline and her then husband opened accounts for their three children. They had signing authority…

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August 2024

Insurance policies /

Customer left it too late to complain about insurance policy mix-up

In 2012, Elise and her husband set up life insurance policies. The policies were mirrored: she was t…

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August 2024

Fraud & scams /

Bank had no grounds to suspect transfers were part of a scam

Stella had a term deposit of $200,000 with the bank that was due to expire in July 2023. Looking for…

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August 2024

Processing payments /

Slow processing by merchant behind “inexplicable” transaction

In March 2023, Jill noticed a transaction on her bank account to a money transfer service that had p…

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August 2024

Chargebacks /

Bank chose correct reason for chargeback request to cryptocurrency trader’s bank

Orion disputed transactions totalling $30,000 made on his credit card to a cryptocurrency trader in …

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August 2024

Credit laws and banking / Fraud & scams /

Bank acted correctly in advancing credit that was later lost in scam

Pia and her husband owned their home and a separate piece of bare land. Both properties were securit…

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August 2024

Children's accounts /

Bank’s actions correct over setting up and operating of son’s account

Felix was 16 when, in November 2019, his father approached the bank about setting up an account for …

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Case notes

Inadequate response to bank’s information requests justified closure of customer’s accounts

Bank acted correctly over international transfer that went missing

Former husband, not bank, responsible for $10,000 withdrawal

Customer left it too late to complain about insurance policy mix-up

Bank had no grounds to suspect transfers were part of a scam

Slow processing by merchant behind “inexplicable” transaction

Bank chose correct reason for chargeback request to cryptocurrency trader’s bank

Bank acted correctly in advancing credit that was later lost in scam

Bank’s actions correct over setting up and operating of son’s account