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February 2021

Chargebacks

Bank should have lodged a chargeback request

Adriana’s daughter, Helen, bought tickets to an Elton John concert through Viagogo. Helen said the t…

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February 2021

Concerns about lending decisions

Bank failed to consider whether customer could service lending before giving green light to sale

Alfred bought a section that he planned to subdivide and build two kitset houses on and rent out. Al…

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January 2021

Hardship and financial difficulty / Suspending debt recovery action

Bank pays compensation for stress of information vacuum

Hiroshi quit his job for another job that subsequently fell through. He got into financial difficult…

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December 2020

Concerns about lending decisions / Common scams targeting bank customers

Bank complied with responsible lending obligations in romance scam

Laura’s mother, Sally, fell victim to a romance scam. Over three months, she sent $500,000 overseas …

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December 2020

Cards and PINs / Common scams targeting bank customers

Bank failed to prove lack of reasonable care when entering PIN

Marcel visited several bars while overseas on a business trip. He was carrying a wallet containing t…

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December 2020

Concerns about lending decisions

Bank lends readily after inadequate assessment

Gavin ran a small business and from 2016 made numerous requests to the bank for money for himself pe…

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November 2020

Common scams targeting bank customers

Bank not responsible for retiree’s scam losses

Daisy, who lived alone in a retirement village, received a phone call from a scammer who said he was…

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November 2020

Common scams targeting bank customers / Account information

Bank fails to demonstrate negligence

Boyd’s partner’s son impersonated him twice during phone calls to his bank on one day. He appeared t…

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October 2020

Hardship and financial difficulty

Bank disregards customer’s express wishes about phone contact

Sydney and his partner had a home loan, and he had a credit card with a $12,000 limit. He regularly …

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