Make a complaint
Home chevron-big Guides & cases chevron-big Case notes
All
Bank accounts
Cards
Savings & investment
Lending
Payment systems
Other
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 platform telling him he had won a prize and needed to put $7...

Read full case note
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 when he did internet banking. This system sends customers a te...

Read full case note
Common scams targeting bank customers

Granting remote access to internet banking did not amount to taking reasonable care

Polly was having problems with her internet when she received a call from her internet services provider. She gave the caller remote access to her computer to h...

Read full case note
Common scams targeting bank customers

Bank could have recovered funds with swifter action

Jane received a call from a person pretending to be from her internet service provider who offered to help fix problems with her computer. Jane allowed the call...

Read full case note
Common scams targeting bank customers

Bank fulfilled its obligation despite customer’s $200,000 loss

Jennifer was drawn into an investment scam and sent $230,000 to overseas accounts. The bank managed to retrieve $30,000, but Jennifer complained that it should ...

Read full case note
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 who provided the card. She said the fault with the card had c...

Read full case note
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 granted the bank a mortgage over the property to secure the l...

Read full case note
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 his credit card repayments, the bank referred his debt to a ...

Read full case note
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 statements for Suyin’s bank accounts despite not being a signatory...

Read full case note