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September 2021

Chargebacks / Common scams targeting bank customers

Bank had no grounds to make chargeback request

Amaia began investing with an online trading company, depositing funds in a trading account with her…

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August 2021

Account information

Trustee no worse off over misdirected tax cheque

Roger was a trustee of his family trust. In 2015, the Inland Revenue Department issued a cheque to t…

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August 2021

Hardship and financial difficulty

Bank failed to consider hardship request and respond to complaint

In December 2019, Naomi lost her job and requested hardship assistance for her $10,000 bank credit c…

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August 2021

Common scams targeting bank customers

Bank not responsible for payments made to scammer

Carolyn lost $23,000 in a romance scam. She made a series of payments to the scammer in the course o…

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August 2021

Credit laws and banking

Bank stopped bankrupt customer’s internet banking access

Makana’s bank stopped her Visa debit card and internet banking access after learning she had been de…

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August 2021

Chargebacks / Common scams targeting bank customers

Bank not responsible for losses to online trading company

Jamaal made investments in an online trading company, paying for them with his credit card. Later he…

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July 2021

Account mandates

Bank breached mandate and failed to communicate plainly and clearly

Stefan and his former partner Elyse had held joint accounts with their bank since 2012. They moved t…

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July 2021

Chargebacks

Evidence compelling that gambling transactions were authorised

Patrick disputed transactions made to an online gambling site using his Mastercard debit card.

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June 2021

Deceased customers' accounts

Bank’s delay forced customer into unnecessary interest payments

John was the director and shareholder of a finance company. He and his fellow shareholder, Irma, wer…

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Case notes

Bank had no grounds to make chargeback request

Trustee no worse off over misdirected tax cheque

Bank failed to consider hardship request and respond to complaint

Bank not responsible for payments made to scammer

Bank stopped bankrupt customer’s internet banking access

Bank not responsible for losses to online trading company

Bank breached mandate and failed to communicate plainly and clearly

Evidence compelling that gambling transactions were authorised

Bank’s delay forced customer into unnecessary interest payments