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October 2021

Account information /

Complaint was about a commercial decision and therefore outside our scope

Elsdon applied to open an account with the bank and borrow money to buy a house. The bank rejected t…

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October 2021

Concerns about lending decisions /

Bank acted fairly despite tight deadline to consider loan request

Jacob found a property he was eager to buy. The property was to be sold by auction. He sought the ba…

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October 2021

Account information /

Bank fails to show evidence of any breach of terms and conditions

In late 2020, Phoebe’s daughter gained unauthorised access to her phone banking and stole $8,600. Ph…

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October 2021

Powers of attorney /

Bank not obliged to monitor account from which brother took money

Daniel complained to the bank on behalf of his mother’s estate after learning that his brother, who …

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October 2021

Deceased customers' accounts / Account information /

Evidence indicated customer had breached terms and conditions

Vijay learned soon after his father’s death in October 2020 that his aunt, the executor of the estat…

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September 2021

Concerns about lending decisions /

Bank entitled to decline loan application despite conditional approval

The bank approved Alistair’s online application for a home loan, subject to receiving “satisfactory …

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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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