Why did the number of complaints of banking customers grow up for locks
After the new requirements of the Central Bank to the Banking Systems of Antiphrod, the number of customer complaints about additional transfers of transfers increased. According to experts, new requirements actually impose responsibility for fraudulent operations to banks. As a result, any translations that the client are trying to make, for example, from the previously used device, are often blocked.
There are more complaints from customers about additional restrictions on the transfer of funds by banks, “Kommersant” was reported in the system integrator “Informzashchita”.
- So, according to the results of the first quarter of 2025, an increase in the number of complaints regarding the same period of 2024 amounted to 30%.
- According to the results of the second half of 2024, the number of such complaints showed approximately the same growth rate by the year, in absolute indicators their number is measured “tens of thousands”.
According to experts of “Inform Promotions”, customers complain about blocking transfers in those cases that were previously familiar, in particular, the transfer from the new device. As one of the readers told Kommersant, while trying to transfer money through a web version of one of the largest banks (a new computer, that is, before the client did not use this device), he ran into blocking the bank’s web version. From the explanations received by the reader in the bank’s office, it follows that now any translation from the online bank will be considered suspicious if the client has a specific smartphone, but he uses another device.
Such complaints are brought to Bank.ru. “They block every second transfer, and it doesn’t matter, the transfer to themselves to another bank or another individual, referring to protection from scammers,” complains one of the clients of a large bank.
“We note cases when individual local managers demonstrate excessive enthusiasm. In our practice, there is a case when one of the banks not only blocked the operation to a client-pensioner, but blocked her all accounts and a personal account, ”says Yevgeny Lazarev, the head of the Popular Front project.
Elvira Nabiullina, The head of the Bank of Russia, April 3:
“There were questions about how the two -day period of cooling on money transfers showed itself. We carefully monitor how his banks are used, and we can say that this is an effective mechanism that has already saved hundreds of thousands of people from scammers. ”
According to security guards, the growth of such complaints occurs in connection with the strengthening of antifrod systems by banks. “This is a reaction to tightening the requirements of the Central Bank, which entered into force on July 2024. According to the new rules, if the bank misses a transfer that will later turn out to be fraudulent and will not take additional precautions, he will have to reimburse the client at his own expense, ”explains Sergey Belov, head of the security group of banking systems Positive Technologies. Earlier, banks shifted responsibility even for fraudulent transfer to customers, notes the commercial director of Safetech Group Daria Veresitvikova.
The provisions of the Law No. 369-FZ and the Central Bank’s instructions are obligated by banks to suspect suspicious transfers for up to two days if the recipient is in the Bank of Russia database on fraudulent accounts or if the operation falls under an expanded list of signs of fraud, the head of the corporate clients of the IT-integrator “Telecom Exchange” Dina Fomichev.
According to Mr. Belov, in order to minimize the number of such frozen translations, banks began to limit the possibility of performing operations in potentially risky scenarios in advance.
In particular, the banks tightened the limits: the operation was previously suspicious in the amount of 30-50 thousand rubles, now – from 10-15 thousand rubles. For new devices, unusual scenarios, experts of “Inform Priseases” note. In addition, banks block transfers to cards, open less than 90 days ago, introduce additional identification, clarify there. These measures are aimed at reducing the risk so that the bank can prove that he took “additional measures” and is not obliged to compensate for losses, experts emphasize.
At the same time, this attracts inconvenience for both banks and their customers. The tightening of antifrod politics will increase the need to perform additional actions from the bank’s customers to confirm its status, the basis of payments and force the bank to bear additional expenses in connection with the complication of the procedures for identifying the client and the banking operation, said the adviser to the legikon-laws, Alexei Nekrasov.
In addition, any strengthening of protection leads to a complication, difficulty or problems in the work of ordinary customers, which leads to loss of loyalty, says independent expert Alexei Voilukov. Clients should show vigilance, do not perform operations on unfamiliar details, not trust phone calls from unknown persons, said Versalegal, Versalegal, Veronika Salnikova.
