When one of Beyond Bank’s members faced elder abuse, staff stepped in quickly to ensure she was safe and supported.
Lorna*, an elderly Beyond Bank member, had engaged a carer through an agency who had assisted her at home for more than a year after her husband passed away.
After moving into a nursing home due to immobility, Lorna’s carer – dismissed by the agency without her knowledge – continued visiting her at the nursing home and helping with her shopping.
When Lorna called Beyond Bank about a direct debit issue, staff noticed several suspicious high-value ATM withdrawals.
After speaking with her, they realised her funds had been misused.
Nevenka Chadwick from CRC Operations led the investigation into the unauthorised withdrawals, and with Lorna too distressed to discuss the matter over the phone, Nevenka requested permission to visit her at the nursing home.
The visit allowed Lorna to feel safe while Nevenka gathered the necessary information to protect her finances, accurately document the incident, and provide ongoing support.
Nevenka reviewed Lorna’s transaction history, outlined the next steps, initiated the dispute process, and worked closely with nursing home staff to provide timely updates.
Her thorough documentation also assisted the police and supported the nursing home’s internal investigation.
Beyond the investigation, Nevenka helped Lorna set up online banking and shopping delivery services, adjusted card limits, and enabled account monitoring to safeguard her finances going forward.
“This is not the first time we’ve seen this type of situation with a resident, but we were surprised that Beyond Bank came to see Lorna in person to support her,” said Warrina Homes’ Alana Fahey.
“We’re grateful that Nevenka made the effort to assist Lorna face-to-face, knowing she was immobile.”
Nevenka’s strong sense of justice and empathy spurred her to go the extra mile to help safeguard Lorna from further exploitation.
Her swift actions and emotional support helped to alleviate Lorna’s anxiety about her vulnerable situation, restoring her confidence in the support system around her.
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* Name has been changed for privacy reasons.
