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November 2024

Concerns about lending decisions /

Bank’s use of email an acceptable way to communicate loan switch

Spencer had a loan with his bank, which announced in June 2023 that it intended stopping retail bank…

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November 2024

Insurance policies /

Bank not responsible for difficulties in pursuing insurance claim

In early 2023, Tawera booked an overseas trip using his premium bank credit card, which entitled him…

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November 2024

Concerns about lending decisions /

Bank’s assessment of refinancing request was correct

In 2021, Alick took time off work to look after his sick daughter. His wife worked, and they had ren…

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November 2024

Insurance policies /

Customer had clear information with which to make decision about policy’s suitability

In January 2014, Cooper applied for a credit card and chose to add an insurance policy that would co…

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November 2024

Fraud & scams /

Fraudster tricked victim into disclosing authentication code

Ignatius received an email purporting to be from Spotify asking him to update his payment details. H…

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November 2024

Concerns about lending decisions /

Bank set wrong loan period and failed to follow instructions when refixing two loans

In 2015, Ester and her then-partner Oakley bought a house together. To fund the purchase, Oakley arr…

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November 2024

Concerns about lending decisions /

Customer receives $2,500 compensation for stress caused by bank’s mishandling of repayments and poor communication

In March 2023, a staff member from Suki’s bank called about the arrears on her home loan. Suki found…

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November 2024

Cards and PINs / Concerns about lending decisions /

Bank followed instructions in refixing loan for same period as interest-only payments

In August 2021, Manaia asked the bank for a two-year extension to the interest-only period on his ho…

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November 2024

Early repayment charges /

Bank erred repeatedly over customer’s early repayment of car loan

In March 2022, Elias bought a car using a loan from the bank. The dealership incorrectly told Elias …

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Case notes

Bank’s use of email an acceptable way to communicate loan switch

Bank not responsible for difficulties in pursuing insurance claim

Bank’s assessment of refinancing request was correct

Customer had clear information with which to make decision about policy’s suitability

Fraudster tricked victim into disclosing authentication code

Bank set wrong loan period and failed to follow instructions when refixing two loans

Customer receives $2,500 compensation for stress caused by bank’s mishandling of repayments and poor communication

Bank followed instructions in refixing loan for same period as interest-only payments

Bank erred repeatedly over customer’s early repayment of car loan