Case studies
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Case studies selected for this report illustrate a range of situations that have led to disputes, BFSO’s investigation process and different types of dispute resolution.
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Refund for aborted holiday
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In August 2005, Mrs G booked a holiday to Bali in November 2005 through a travel agent. Read the case study...
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Reverse mortgage shock
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Ms B, aged 64, decided to talk to her bank about obtaining a home loan in order to purchase a new home. Read the case study...
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Dangers of PIN disclosure
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Mr C complained to the bank in March 2006 about unauthorised electronic withdrawals from his accounts between December 2004 and June 2005 amounting to $114,000. Read the case study...
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Credit card debt
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Mr F had a credit card debt of just over $16,000. He had been unwell and was struggling to make payments. Read the case study...
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Transfer of money to pay credit card
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Ms M owed a debt of $15,932 on a credit card account with a limit of $13,000. Read the case study...
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Online auction sale goes wrong
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Mr L sold goods on an online auction site and used an account provided by a non-cash payment facilitator to accept payment for the goods from the buyer. Read the case study...
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Student loan issue
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Mr N enrolled in an educational course with a course provider and at the same time applied for and obtained a student loan from the bank through the course provider, as part of the enrolment process. Read the case study...
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Credit card fraud
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Mr R ran a crash repair and spare parts business. His father was the director of the company that had previously owned the business and continued to assist Mr R with the bookkeeping for Mr R’s company which had taken over the business. Read the case study...
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Progress payment problem
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Mr and Mrs J were living in Germany and entered into a building contract with Z Pty Ltd to build a duplex on vacant land in Queensland. Read the case study...
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The adviser went on holidays
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After meeting with her accountant Ms D decided to withdraw $300,000 from her investments to put into an annuity. Read the case study...
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