The banking royal commission, now passing day 24 of hearings, yesterday brought out more customer case studies and more back-pedalling by senior business bankers.First up was Douglas Snell, general manager for performance, product and governance at the Bank of Queensland, responding to the poor treatment of Suzanne Riches, an Adelaide teacher loaned A$280,000 in 2012 on terms she did not ask for. Approval of her loan came too slowly and too late, costing her interest on the sale, and lost revenue that made her Wendy's franchises unviable from the start. Riches had given evidence a day earlier in which she stated that had she not been given verbal assurance that the loan was approved on favourable terms, she would not have signed up for two Wendy's franchises.BoQ had been expanding into other states at the time - and was itself doing this via franchises.Snell said that when he and Brendan White, (group executive for business banking, agribusiness and financial markets), joined BoQ in 2012, the then-CEO had a strategic plan that the bank diversify its exposures by geography, industry and asset class. "So we employed people in other states to diversify our book," he explained.Snell soon ran into rough treatment at the hands of Michael Hodge, senior counsel assisting, when he was forced to concede that the manager was not authorised to provide Riches with the conditional letter of offer. "He committed verbally to a loan which isn't documented, and he issued a conditional letter of offer outside his authority," he said."The original conditional letter of offer shouldn't have been issued, and if it had, it should have been done post-credit assessment," Mr Snell said.Snell then admitted the branch owner-manager responsible had been "terminated and referred to the police" in 2013 for stealing $156,000 from two customer accounts, unrelated to Ms Riches' case.He confirmed that despite Riches never being able to make a full monthly repayment on the loan, no assessment of the loan approval was conducted until she lodged a complaint with the Financial Ombudsman in 2014.Later, CBA's executive general manager of retail products, Clive van Horen, returned to the witness box to explain how the bank managed to overcharge almost 3000 customers by charging double an already high rate of interest on a new overdraft product.During questioned by counsel assisting Albert Dinelli, aided by Commissioner Kenneth Hayne, van Horen admitted the "glitch" - which meant customers were charged 34 per cent instead of 16 per cent - was not corrected for over four years, and the extent of the problem was not reported immediately to APRA as van Horen did not want it to become news while his chief executive was being questioned by a parliamentary committee.Further questioning of van Horen established that several complaints by small business owners from 2013 onwards were not escalated, nor was a pattern recognised until a small business owner took her case to the Financial Ombudsman Service.After initially resisting complete restitution to the customer, van Horen admitted it was "fair" to say