AFCA Complaint Documentation
Case Number: 12-25-282964 | Complainant: Ivan Brecelic | Financial Institution: Bendigo and Adelaide Bank Limited
Executive Summary
This document presents evidence of systemic issues in Bendigo Bank's treatment of vulnerable customers, particularly those with disabilities. The timeline demonstrates patterns of account restrictions, service denials, and failure to accommodate disability-related communication needs.
Bendigo Bank's Claims vs. Reality
Bendigo Bank's Claims (August 25, 2025)
"The Complainant, Ivan Brecelic (Peter Jefferies) has not been a customer of the Bendigo Bank since 20 May 2025."
"The complainant does not hold any accounts with us."
"The Bank does not have any funds that belong to the complainant."
"The Bank is unaware what the 'Ping' is that the complainant has mentioned."
Documented Evidence
Previous AFCA complaint regarding $900 check processed by Bendigo Bank
May 21, 2025 hardship request submitted to Bendigo Bank
Disability pension payment ($900) trapped in closed account
Account printouts provided at Boonah branch omitted pension account
Card cancellation occurring on the same day as psychiatric review
Timeline of Key Events
Account Closure and Pension Access (May 2025)
May 20, 2025: Account abruptly closed without proper notification
May 21, 2025: Hardship request submitted, seeking access to remaining funds
Closure letter sent to outdated Melbourne address despite attempts to update to Kalbar PO Box
Approximately $900 in disability pension funds remained inaccessible
Information Access Barriers
Boonah branch provided incomplete account printouts (omitted pension account)
Staff directed complainant to call Devonport branch despite knowing phone access was unavailable
July-August 2025: Upon regaining phone access, Devonport branch cited "strange/rude behavior" as reason for closure
No specific incidents or examples were provided
Further redirected to Freedom of Information Center for any details
Related Peter Jeffries Incidents (Pattern Evidence)
Mid-September 2025: Peter Jeffries' card cancelled while attempting legitimate chainsaw purchase
Circa 2023: Previous $2,000 theft from account and attempted $50,000 scam
Bank's response was to cancel cards rather than investigate properly
Fraud History and Bank Response
Prior MyGov-style phishing attack resulted in $700 fraudulent charges
When NDIS hack was reported to Bendigo Bank: "If it's not to do with us, we don't want to hear about it"
Subsequent ATM lockout without explanation
Request for CCTV footage denied
Disability Discrimination Concerns
| Issue | Evidence |
|---|---|
| Failure to Accommodate Communication Needs | Diagnosed Autism Spectrum Disorder (Level 2) and ADHD affecting communication style |
| Subjective Behavioral Characterization | "Strange/rude behavior" cited without specific examples - potentially misinterpreting disability-related communication differences |
| Disproportionate Service Denial | Complete account closure rather than reasonable accommodation |
| Procedural Barriers | Multiple redirections and information barriers creating impossible accessibility challenges |
Systemic Pattern Evidence
| Pattern | Evidence |
|---|---|
| Automated/Flagging Systems ("Pings") | Similar pattern of restrictions across accounts (Ivan Brecelic and Peter Jeffries) |
| Denial of Service | Abrupt account/card cancellations without proper notification or explanation |
| Contradictory Statements | Claim of "no customer relationship" contradicted by previous complaint handling and $900 pension issue |
| Law Enforcement Connection | Bank characterizations potentially influencing police responses and surveillance |
AFCA Jurisdiction Arguments
Financial service denial falls squarely within AFCA's remit
Events occurred within relevant timeframe for complaints
Disability discrimination compounds the financial service issues
Evidence of systemic maladministration, not isolated incidents
Requested Actions
AFCA to retain jurisdiction over this complaint
Bendigo Bank to disclose internal logs, metadata, and communications regarding account
Investigation into systemic profiling and flagging practices
Acknowledgment of disability as a factor requiring appropriate accommodations
Recognition of the pattern of institutional behavior affecting vulnerable customers
