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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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Failure to follow mandate can be costly

Case Study . 13 May 2020

The Complainant came to South Africa from Australia to sell his property and transfer the proceeds to his account in Australia. The Bank’s failure to advise the Complainant that it required an indemnity resulted in a delay in the proceeds from the sale of his property being paid to the Complainant [...]

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Comply or pay

Case Study . 23 May 2019

The complainant made a payment towards his credit card account in order to settle and close the account.

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Flying high

Case Study . 23 May 2019

Even though the complainant had insufficient funds in his account, he made numerous online payments to service providers expecting that the transactions would be reversed by the bank.

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I didn’t say I do (no spousal consent)

Case Study . 23 May 2019

The complainant’s husband passed away and she was appointed as the administrator of the deceased estate by the Master of the High Court.

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Please advise me

Case Study . 09 May 2018

The complainant contacted his bank manager and was advised that a payment could be reversed if a sale turned out to be a scam, since the payment would take 48 hours to transfer.

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