What happened
The Central Bank has sent an order to commercial banks regarding the imposition of services and the collection of fees when repaying debt on credit cards. The regulator revealed a common practice: to receive even one service in a mobile application, the client must accept a “general offer” — a document of dozens of pages covering the terms of all bank services.
The client essentially agrees to additional services that they don’t need. This leads to disputes: users claim they haven’t requested third-party services, banks claim the offer has been accepted. The Central Bank also criticized the blocking of cards when overdue and the collection of fees for debt repayment transfers.
Why is this important
The problem affects the mass segment: most bank clients give their consent automatically, without studying the conditions. Using “general offers” undermines the transparency of services and creates a risk of abuse, including imposed commissions. The Central Bank’s comments indicate the need for more fair and honest practices in interaction with consumers. Strengthening control reduces conflict, strengthens trust in the banking system, and protects citizens from financial risks.
Numbers and facts
- “General offers” include conditions for dozens of services, regardless of what exactly the client needs.
- The Central Bank recalled the norms of three laws: the Civil Code, the Law “On Competition” and the Law “On Banks and Banking Activities”, which prohibit the imposition of services and the abuse of a negotiating position.
- Article 787 of the Code of Civil Procedure prohibits restricting the disposal of client’s money in the account, except in cases stipulated by law.
- The regulator noted the use of illegal commissions when repaying debts and the blocking of credit cards by “separate banks”.
Context
In the mobile banking services market, the number of complaints about non-transparent conditions and automatic connection of services is increasing. The Central Bank is strengthening oversight of practices that could violate consumer rights and distort the competitive environment. Previously, the regulator had already warned banks about the risks of using complex contractual structures that overload the client and make it difficult for them to give informed consent.
