In February 2026, Samuel made a second application to withdraw savings because of significant financial hardship. Samuel emailed an application on 19 February, but the bank did not receive it because the email address was incomplete. Samuel later submitted the application at a branch and asked for money for living expenses and for tools and a work van so he could return to work. The bank approved a partial withdrawal for living expenses and later closed Samuel’s bank account. 

Samuel said the bank delayed payment, should have released all remaining savings, and closed his bank account in retaliation.

Our investigation

We found the bank responded within a reasonable timeframe, and that it was reasonable for it to verify the documents. We found it was also reasonable for the bank to revoke approval once it had concerns about authenticity of the documents.

We reviewed the hardship application he submitted at a branch on 4 March 2026. The bank approved $10,876 and paid it within three business days, pointing out to Samuel that the money could not be withdrawn for business expenses. We did not find an unreasonable delay because the bank rejected the first application on reasonable grounds, and Samuel submitted the hardship application at a branch only in March 2026. 

The bank told Samuel it was closing his bank account because of his numerous unrelenting, intimidating and harassing emails. It gave Samuel time to find another bank before closing the account on 30 March 2026. We found the bank followed a fair process and allowed a reasonable period for Samuel to make other arrangements. 

Outcome

We did not uphold Samuel’s complaint.