Banks to proactively and clearly inform customers about blocking and steps to lift restrictions
Banks are advised to directly contact their customers immediately after suspending their transactions and remote servicing pursuant to the cybersecurity and anti-money laundering legislation, rather than wait for their applications. The regulator has provided these recommendations to credit institutions.
Furthermore, banks should not only inform their customers about the restrictions imposed but also specify the grounds. Even after the suspension of access to online banking services, customers should be able to contact banks remotely. Individuals should be given step-by-step instructions on how to settle the issue. If a bank provides a justified refusal to lift the restrictions, it should explain how to contest this decision.
If information about an individual is included in the regulator’s database of fraudulent transactions, the bank should advise the customer on how to file an application for his/her removal from the database, e.g. give a link to the relevant section of the Bank of Russia’s Online Reception.