Jürgen complained about his bank after he discovered that it had been sending bank statements to the address of Jürgen’s abusive ex-partner for several months. Jürgen found out about this after he asked the bank for copies of bank statements as part of ongoing divorce proceedings. When the bank statements were presented, Jürgen was shocked and extremely upset to find the ex-partner’s address on the account, meaning they had seen several weeks’ worth of Jürgen’s transactions. Jürgen said they had been harassed by calls, text messages and emails from their ex-partner over the last few weeks and couldn’t understand how they got Jürgen’s new contact details. This was a difficult and depressing time for Jürgen, and added stress came when Jürgen realized that they now had to change their address, telephone number and email address. Although Jürgen and her ex-partner previously had a joint account, this was converted into an individual account. However, due to human error at the bank, the correspondence address was not changed from that of Jürgen’s ex-partner. The bank apologized for the mistake – acknowledging the data breach – and offered compensation, but Jürgen was not satisfied with their response and asked us to investigate the incident.
*Jürgen was shocked when he found out that his ex-partner’s address was registered on his account
*Emotional damage from the bank to Jürgen
*Jürgen does not accept the bank proposal