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April 2020

Chargebacks / Common scams targeting bank customers

Customer responsible for transactions, even though probably drugged

Trey went to a bar while overseas, and during his visit three transactions totalling $15,000 were ch…

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March 2020

Closing accounts / Privacy & confidentiality

Bank lacked reason to close accounts immediately

Rory lived in Australia but had a bank account in New Zealand. He used online banking to access this…

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February 2020

Closing accounts

Bank gave reasonable notice about debt referral and account closure

Farid had a credit card and everyday account with his bank. When he lost his job and fell behind in …

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February 2020

Privacy & confidentiality

Bank erred in not seeking clarification before releasing information

Jia was executor of her late mother Suyin’s estate. Before Suyin died, Jia’s brother obtained statem…

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February 2020

Vehicle insurance

Bank’s response to insurance errors unacceptably slow

Piper went to the local branch of her bank in January 2018 to get an insurance policy for a car she …

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January 2020

Travel cards

Travel card’s offline restriction not sufficiently clear

Rosita’s travel card was declined by some merchants while overseas. Rosita complained to the bank wh…

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January 2020

Insurance policies

Bank acted reasonably in use of insurance payout

Colm was the director of a company that took out a bank loan to buy a rental property. The company g…

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January 2020

Common scams targeting bank customers

Bank had no reason to suspect transfers were a scam

Sam was the victim of an online scam. He received a message from an acquaintance via a social media …

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January 2020

Common scams targeting bank customers

Bank, customer go halves on loss after back-up security system disabled

Daniel lived in the countryside and had trouble using the bank’s two-factor authentication system wh…

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Case notes

Customer responsible for transactions, even though probably drugged

Bank lacked reason to close accounts immediately

Bank gave reasonable notice about debt referral and account closure

Bank erred in not seeking clarification before releasing information

Bank’s response to insurance errors unacceptably slow

Travel card’s offline restriction not sufficiently clear

Bank acted reasonably in use of insurance payout

Bank had no reason to suspect transfers were a scam

Bank, customer go halves on loss after back-up security system disabled