Bank not obliged to provide single login view for all accounts

Categories:

Advice & information, Bank accounts,

Summary:

In November 2025, Scott refinanced his $220,000 home loan with the bank and requested a $30,000 solar loan to be drawn down when required. He asked the bank to restructure the home loan with offset accounts, split into multiple accounts (about 18 accounts and 12 offset). The number of accounts was more than the nine account limit viewable/manageable under a customer profile. Scott complained the bank misled him and he was unable to view and manage all his accounts. Also, the solar loan was drawn down in error, and some offset accounts were not linked.

Our investigation

The bank should have told Scott about the app limitation, given the structure he was requesting – an omission the bank acknowledged. We did not find any evidence that the bank told Scott all accounts would be visible under a single login. In addition, the account limit was stated on the bank's website. Moreover, the bank did not have to ensure a certain number of accounts could be viewed under a single online banking login.

The bank corrected the account-linking problems, refunded the interest charged on the solar loan drawn down in error, and offered compensation of $1,000 or the option to refinance to another bank. The bank offered a practical workaround of setting up a second profile to view the other accounts, and provided full account information through statements. Therefore, the bank’s offer was fair and reasonable compensation for the inconvenience caused by its initial poor communication.