Case Studies
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 [...]
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 [...]
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 [...]
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. Â
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.
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 [...]
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 spouseâ [...]
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.
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 [...]
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 [...]
Case Study . 23 May 2019
The complainant made a payment towards his credit card account in order to settle and close the account.
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.
