Complaint Upheld Against Bank for Approving Loan to Problem Gambler

The Banking Ombudsman has upheld a complaint against a bank for approving a personal loan to a customer with a gambling problem.

The customer requested that the bank not give him any personal loan services due to “personal circumstances”. The bank told the customer his request was noted. Three months later, the customer applied for a credit card. The credit card was approved the same day.

The Banking Ombudsman held that the bank failed in both customer care and communication. The bank should have communicated to the customer about his previous request before issuing the credit card.  

The bank reimbursed the customer for interest paid on the credit card, and paid him $500 for the inconvenience caused.

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