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October 2015

Chargebacks /

Handling of complaint left customer unable to challenge merchant

Ravi entered his credit card details on a movie streaming website to see whether he could receive th…

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October 2015

Hardship and financial difficulty /

Debt woes brought on by also borrowing from other lenders

Jordan and Lee’s mortgage broker applied on their behalf to the bank for loan of between $325,000 an…

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September 2015

Lending restrictions /

Loading error had knock-on effects for rental property owner

Kiri bought a rental property with a loan from her bank. She later bought another property, again wi…

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September 2015

Clearing cheques /

Bank entitled to ask for ID to cash open cheque

Hana tried to cash an open cheque for $800 at her local branch. A staff member asked her for identif…

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September 2015

Insurance policies /

Non-disclosure rightly resulted in rejection of insurance claim

Tani wanted to switch life insurance provider and applied to her bank for life insurance with critic…

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September 2015

Fraud & scams /

Mule scam victim gets compensation over false allegation

Hamish was a beneficiary who did casual work. A man who owed Hamish money asked if he could transfer…

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September 2015

Closing accounts /

Bank acted reasonably before house fire

Zhang took out home and contents insurance through his bank and paid premiums from one of his bank a…

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July 2015

Insurance policies /

Outcome would have been the same, even with right policy

David owned a holiday rental. The property's insurance policy had expired so he asked his bank to pu…

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July 2015

Overdue council rates /

Bank failed to answer question about how to block rates demand

Jordan stopped paying his rates because of a dispute with his local council. Jordan had repaid his b…

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Case notes

Handling of complaint left customer unable to challenge merchant

Debt woes brought on by also borrowing from other lenders

Loading error had knock-on effects for rental property owner

Bank entitled to ask for ID to cash open cheque

Non-disclosure rightly resulted in rejection of insurance claim

Mule scam victim gets compensation over false allegation

Bank acted reasonably before house fire

Outcome would have been the same, even with right policy

Bank failed to answer question about how to block rates demand