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July 2024

ATMs / Fraud & scams /

Bank’s identification error led to unauthorised withdrawals from ATM

In May 2022, Juliette went to check the balance on her accounts and found she could not access them.…

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July 2024

Fraud & scams /

Bank had adequate process in place to respond to after-hours scam victims

In June 2023, a scammer pretending to be Clyde’s son contacted him via WhatsApp, saying he needed to…

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July 2024

Cards and PINs / Fraud & scams /

Bank accepted CCTV footage as compelling evidence when we intervened

In November 2023, Lily lost her wallet, which had her credit card in it. By the time she realised la…

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July 2024

Lending restrictions /

Bank refunds interest after failing to explain policy effectively

In May 2022, Emerita received a letter from her bank saying her fixed interest rate was about to exp…

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June 2024

Fraud & scams /

Bank pays $217,000 for failing to act on warning signs of investment scam

In May 2023, Gerald was looking for somewhere to invest $330,000 from a property sale and found a we…

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June 2024

Fraud & scams /

Nothing in fraud victim’s transactions raised any warning signs

Anne was looking for a better return on money she had inherited which she had recently put in a fixe…

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June 2024

Fraud & scams /

Bank refunds 70 per cent of loss after failing to act on scam warning

Cathy was looking for a competitive place to invest her money and in February 2023 she came across a…

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May 2024

Concerns about lending decisions /

Bank writes off debts after seriously mishandling complaint

In February 2022, Demitri's bank approved an application to consolidate his overdraft and credit car…

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May 2024

Overdrafts / Fraud & scams /

Bank had no power to put ‘money mule’ into unarranged overdraft

In May 2023, Riley’s bank account was credited $88,000, and almost immediately the money was transfe…

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