One of our clients was facing a frustrating situation with a major Australian bank. The client had lodged a complaint regarding a payment deferral that was approved on their home loan by the co-borrower without their knowledge or consent. Despite providing all necessary documentation and raising valid concerns, the bank initially rejected the complaint, leaving the client feeling unheard and unfairly treated.
The client reached out to us for assistance, and we immediately took over communication with the bank. We carefully reviewed the case, identifying key issues that had been overlooked in the bank’s initial assessment. We drafted a detailed response, refuting the bank’s reasons for rejection and highlighting their failure to follow proper procedures, including the lack of communication and failure to obtain the client’s consent for the deferral.
We escalated the matter to the Australian Financial Complaints Authority (AFCA), ensuring the client’s concerns were formally addressed. Throughout the process, we maintained clear and professional communication with both the client and the bank, keeping the client informed at every step.
After our intervention, the bank revisited the case and acknowledged the shortcomings in their handling of the complaint. They offered a full and final resolution, agreeing to reimburse the client for the financial losses incurred due to the unauthorised deferral. The client accepted the offer, which included a payment of $6,727.20 to cover the interest charges debited during the deferral period.
This case highlights the importance of persistence and professional advocacy when dealing with complex financial disputes. We are proud to have supported our client in achieving a fair and satisfactory outcome, ensuring their rights were upheld. If you ever face a similar situation, don’t hesitate to seek professional assistance—it can make all the difference.
Client and bank identities have been kept confidential to respect privacy.