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October 2023

Mobile banking /

Bank’s poor communication left customer without access to funds in the US

Rick spent several months a year in the United States and the rest of his time in New Zealand. He ha…

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October 2023

Concerns about lending decisions /

Customer knew the risks of inflating his income to obtain lending

In early 2021, Vince wanted to buy another investment property and said a bank staff member suggeste…

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October 2023

Closing accounts /

Customer’s behaviour justified closure of accounts

Mary complained that branch staff had discriminated against her by asking why she was not wearing a …

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October 2023

Fraud & scams /

System alert did not oblige bank to look into possibility of a scam

Mickey met someone on WhatsApp who introduced him to the idea of buying gold online. Mickey and his …

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September 2023

Chargebacks /

Bank adequately investigated customer’s chargeback request

In 2022, Santiago signed up for an online trading service. The subscription fee was $7,000, which Sa…

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September 2023

Fraud & scams /

Customer disclosed codes to supposed bank employee despite requirement not to do so

Nina received a call from someone claiming to be from her bank who said the bank had detected fraudu…

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September 2023

Fraud & scams /

Customer acted reasonably when duped by fake bank website

In January 2023, Joyce received an SMS text purportedly from the bank saying it had detected an unus…

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September 2023

Fraud & scams /

Customer’s failure to notice obvious warning signs ruled out right to reimbursement

Cameron received a text apparently from Waka Kotahi NZ Transport Agency telling him his car registra…

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September 2023

Hardship and financial difficulty /

Bank failed to disclose effect of default despite customer expressing credit rating concerns

Sawyer came to New Zealand in 2019 on a student visa. He began working in the finance sector and the…

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Case notes

Bank’s poor communication left customer without access to funds in the US

Customer knew the risks of inflating his income to obtain lending

Customer’s behaviour justified closure of accounts

System alert did not oblige bank to look into possibility of a scam

Bank adequately investigated customer’s chargeback request

Customer disclosed codes to supposed bank employee despite requirement not to do so

Customer acted reasonably when duped by fake bank website

Customer’s failure to notice obvious warning signs ruled out right to reimbursement

Bank failed to disclose effect of default despite customer expressing credit rating concerns