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Balancing the books

Case Study . 03 Nov 2021

Balancing the books The complainant, who was 78 years old, fell victim to a fraudster. He visited the Bank and reported the fraud. The Bank on that day undertook to reimburse the disputed transaction of R 6 765.53 as a gesture of goodwill, and to block his account. It subsequently came to light tha [...]

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Fair play

Case Study . 30 Sep 2021

Fair play The complainant contacted her Bank telephonically, firstly to obtain a copy of her credit card statement, and secondly to ascertain why she was not receiving SMS notifications. The Bank consultant that assisted her advised that there had been a technical issue, but that her SMS notificati [...]

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Clear communication is key

Case Study . 07 Sep 2021

Clear communication is key The complainant (“the customer”) paid an amount of R 1 230 000.00 for a conveyancing transaction. The complainant was however a victim of a “change of banking details scam” whereby the fraudsters hacked her emails and changed the banking details to their own. The [...]

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No, Mr Banker, I Did Not Agree To That!

Case Study . 13 Aug 2021

No, Mr Banker, I Did Not Agree To That! The matter involved a pensioner who lost his entire pension as a result of fraud. During the course of our investigation, it was ascertained that the complainant’s investment funds were moved to the complainant’s online profile without his consent and kno [...]

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Payment made in error

Case Study . 30 Jun 2021

Payment made in errorThe complainant made payment to an incorrect beneficiary account. He then approached his Bank to assist him with reversing the payment.  The Payments Association of South Africa (PASA) has rules in place regarding reversal of payments. As per these rules, for a reversal reques [...]

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Gesture of goodwill

Case Study . 13 May 2020

The Complainant was robbed whilst she was on holiday in France. The Complainant’s cards and cell phone (which were in a bag attached securely to her waist) were stolen. The Complainant phoned her brother from the local police station to ask him to cancel the cards. While the Complainant was at the [...]

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No passing the buck

Case Study . 13 May 2020

The Complainant’s monthly instalment in respect of her insurance policy was deducted from her bank account by way of debit order. Her debit order was returned unpaid for two consecutive months which resulted in the policy lapsing.  

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No credit, no problem

Case Study . 13 May 2020

A third party entered into an instalment sale agreement with a bank customer for the purchase of a property, over which a mortgage bond was registered in favour of the bank. The Bank was in possession of the original title deed to the property.

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It wasn’t me

Case Study . 13 May 2020

The Complainant fell victim to internet banking fraud. The fraud was detected by the Bank, which proactively placed a hold on the Complainant’s current account. The Bank thereafter received a call from a person purporting to be the Complainant, requesting that the hold be lifted. This was actioned [...]

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For richer or poorer

Case Study . 13 May 2020

The Complainant was married in community of property and was pre-approved for a home-loan on his personal banking app. He went house hunting and subsequently signed an offer to purchase and paid for all the costs involved. His home application was subsequently declined by the bank due to his spouse [...]

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If it seems to good to be true, it probably is

Case Study . 13 May 2020

The Complainants received an unexpected payment into their account. They did not know who had made the payment and contacted their Bank to ascertain this.

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Let fairness and reasonableness be our guide

Case Study . 13 May 2020

The Complainant had a home loan account with the Bank and as a result of losing his job, he could no longer pay his instalments. The Bank proceeded with legal action against the Complainant and obtained judgment as well as an order authorising the sale of the Complainant’s property at auction with [...]

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