Questions about banking issues? Check here first

September 2019

Early repayment charges

Bank’s communication about cash incentives led to misunderstanding

John and Judith’s mortgage broker negotiated cash payments totalling $7,500 when they borrowed from …

Read full case note

September 2019

Closing accounts

Bank wrong to close account based on allegations

Anahera went to the local branch of her bank to deposit a foreign cheque into an account she held jo…

Read full case note

August 2019

Life Insurance

Bank justified in declining claim because application incomplete

Simon bought life insurance from his bank and later made a claim after suffering a heart attack. The…

Read full case note

August 2019

Freezing an account

Bank right to freeze account during dispute

Ella, David and John were the directors of a company. They were in dispute about the future directi…

Read full case note

August 2019

Chargebacks

Quality question outside scope of contracted service

Greg complained that his bank wrongly declined to charge back a transaction for a hotel room in Thai…

Read full case note

August 2019

Concerns about lending decisions

Bank acted responsibly in approving student loan

Nikau had a $1,000 student overdraft in place when he applied to another bank for a $2,000 student o…

Read full case note

July 2019

Common scams targeting bank customers

Bank did not explain security options and did not try to recover scammed funds

Dave received a call from someone who said they were from his telecommunication service provider. He…

Read full case note

July 2019

Common scams targeting bank customers

Customer warned of binary trading risks

Eleanor opened an online account with an overseas binary trader. She deposited funds into the accoun…

Read full case note

July 2019

Privacy & confidentiality

Bank offers compensation for statement to incorrect address

Erin's bank started sending her personal bank account statements to her ex-husband David's address i…

Read full case note

Case notes

Bank’s communication about cash incentives led to misunderstanding

Bank wrong to close account based on allegations

Bank justified in declining claim because application incomplete

Bank right to freeze account during dispute

Quality question outside scope of contracted service

Bank acted responsibly in approving student loan

Bank did not explain security options and did not try to recover scammed funds

Customer warned of binary trading risks

Bank offers compensation for statement to incorrect address