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ING Bank ąląski, Getin Noble Bank and PKO BP incorrectly reported changes in costs – said UOKiK in a release Thursday. As added, after the office's decision, the bank completed accounts with consumers for improvements and made some services available temporarily for free.
Marek Niechciał, president of the Office of Competition and Consumer Protection / press release
The Office of Competition and Consumer Protection tells us that it checks how banks change contract terms with consumers, for example the amount of fees. He reminded that he had issued a decision to 11 banks that gave information to customers about tariff changes or regulations. The latest refers to Getin Noble Bank, ING Bank ąląski and PKO BP. In total, it gives you 14 decisions. There are still four pending processes: BGŻ BNP Paribas, BPH, mBank and Raiffeisen.
– We require more banks to compensate for injured clients. They must return the excess payment and offer free services for some time. Very valuable to use it. So if the bank sends you a notification about our decision, don't throw it away. You will learn from that what compensation you have, what you have to do to use it and how much time you have – said UOKiK president Marek Niechciał, quoted in the communiqué.
As explained by the office, as far as Getin Noble Bank knows, customers can calculate the refund of overpayments for increases that have not been properly announced (this condition is signed annexation), and the two-month release of fees for domestic transfers from their account is made at the bank outlet .
In turn, ING clients Śląski Bank can rely on reimbursement for increases that have not been properly notified (this condition was signed annexation), and for one month to be exempt from cash withdrawal fees from all ATMs in Poland.
In the case of PKO BP, here customers can calculate the return of overpayments for increases that have not been properly announced (conditions for signing agreements), and periodically free: notification of sms, transfer to ZUS and tax office via telephone and internet services or on cellular channels, distribute one transaction with a credit card (200-1500 PLN) in installments (up to six months).
UOKiK explained that the bank had to notify their clients of plans to change the terms of the contract two months earlier. "They have an obligation to justify the increase – showing their legal basis, for example the point in the contract which states that they may be in terms of increasing certain inflation, and see the actual situation." As the OCCP process shows, they don't always do it. they cannot verify whether the increase is justified, & read the release.
In addition, the office also checks whether the bank – in accordance with regulations – provides clients with information about changes to contract provisions for so-called durable information media. This is to ensure that the bank, after sending information to consumers, can no longer interfere or delete it and that the client will have access to it for a certain period of time, also after the termination of the contract. Durable media can be, for example, documents recorded on CDs, e-mails (if they contain all the information required by law), paper letters. It may also be messages sent as part of electronic banking, as long as they fulfill the legal features of durable media and the bank will notify the customer about the correspondence. It is also important that the client – regardless of the type of communication available at the bank – can approve such contact forms and not other forms of contact, which at the same time must meet the characteristics of a durable medium. Banks should not apply a single method to provide information about rising costs from above. This form of communication must consider the recipient's technical needs and abilities, for example seniors, many of whom do not use computers.
"In the meantime, banks in recent years have provided clients with information about improvements only in dependent e-banking systems, which do not meet long-lasting media requirements, because, for example, banks can change or delete that information about making this correspondence available for him – if, for example, he rarely enters the system, he can have little time to react to changes (such as challenging them, ending contracts without consequences) or even learning about them after their enactment "- explained UOKiK.
UOKiK reminded that previously he issued a decision that imposed obligations on: Polish Credit Agricole Bank, Euro Bank, Handlowy Bank, Ochrony Środowiska Bank, Alior Bank, Millennium Bank, BZ WBK (today Santander Bank Polska), Deutsche Bank, Idea Bank, Pekao SA, Plus Bank.
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