Dealers: cause confusion and fears of penetration in small amounts

Banks ignore sending "text messages" for payments under 100 dirhams

  • Banks are obligated to inform the customer of any transactions carried out on his account in accordance with the instructions of the Central Bank.

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  • Awatef Al-Harmoudi: “In all cases, it is assumed that the customer is informed of any movement that takes place on his account.”

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Customers reported that their banks ignore sending text messages for payments made with direct debit or credit cards, which are less than 100 dirhams, despite the presence of a fee ranging between three and five dirhams, which is deducted monthly, in exchange for the text messaging service, stressing that not sending these messages causes “confusion.” » For them, to know the balance, with fears that breaches may occur in small amounts, which the customer does not know, as long as he does not receive a bank message.

On the other hand, a banking expert said that, according to the instructions of the Central Bank, banks are obligated to inform the customer about any transactions made on his account, whether through text messages or electronic banking services.

Account statement

In detail, the client (A.M), said that she was surprised by the decrease in her balance of about 200 dirhams, and she did not receive text messages, showing her details, and when she used the bank’s smart application, and reviewed the account statement for her latest operations, it also did not appear, so she contacted the customer service center, where it was Informing her that small amounts of less than 100 dirhams, no message is sent, but messages are sent to the e-mail, confirming that the bank deducts five dirhams per month, in exchange for sending text messages for payments made using a direct debit or credit card.

The customer (PJ) added that he forgot payments of 50 dirhams more than once, and upon checking the balance, he discovered that there was a difference of 300 dirhams, which caused great confusion, he did not understand the reason, until he contacted the customer service center who informed him that it was spent at a gas station and a store To sell “ice cream” and others, he called on banks to send text messages, even for small amounts, as long as they deduct three dirhams per month for this service.

The customer (A.S.) confirmed that the presence of undisclosed amounts in the sequence of messages sent by the bank opens the door to suspicion of breaches, which is what actually happened with him, as he took the initiative to open the bank’s application, and he did not find items for spending in the account statement available to him, He believed that there was a breach of his account, as a result of an amount of 250 dirhams, which he did not receive text messages with, only to discover that they were separate uses in small amounts.

He added that the customer service employee informed him that messages are sent via e-mail, wondering: Is access to e-mail available all the time for customers, calling on banks to commit to sending these messages to any transactions, no matter how low their value.

Text messages

On the other hand, the banking expert, Awatef Al-Harmoudi, said, “According to the instructions of the Central Bank, banks are obligated to inform the customer of any transactions that take place on his account, whether through text messages or through electronic banking services, to be in constant reassurance, and to be able to report any transfers.” or illegal payments or not made.

She added that "some banks take into account the cost of sending text messages according to the number of customers and the size of their operations, and define their policy accordingly, but in all cases it is assumed that the customer is informed of any movement that takes place on his account."

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