The Central Bank of Uzbekistan has instructed commercial banks, payment organizations, and payment system operators to improve the quality of ATM infrastructure and accelerate the resolution of customer issues.

The regulator emphasized that cases of fund debiting without cash disbursement, delays in refunds, and retention of fees for unexecuted transactions directly affect citizens' property interests and should not be treated as minor technical glitches.

Special attention was drawn to situations where customers are not promptly informed when their card is retained by an ATM, and responsibility for resolving the issue is shifted between different parties.

Banks are required to establish a clear procedure for customers in case of technical failures, provide transparent information about the progress of complaint handling, and indicate deadlines for resolution.

The Central Bank also recommended expanding the use of proactive refund mechanisms upon confirmation of technical errors, automatically refunding fees for unexecuted transactions, and actively implementing technological solutions for rapid processing of failed transactions.

Additionally, the regulator demanded stricter control over the technical condition of ATMs, ensuring stable operation of communication and power supply systems, timely replacement of outdated equipment, and increased attention to devices receiving the most complaints.

The Central Bank stressed that the development of the ATM network should be reflected not only in an increase in the number of devices but also in the improvement of customer service quality.

Earlier, the Central Bank gained the authority to fine senior officials of banks and non-bank organizations for gross violations.

Source: podrobno.uz