The Central Bank of Uzbekistan has sent a letter to market participants regarding customer issues related to ATMs. The letter, signed on May 15, was published on the regulator's official website.
The document states that cases such as funds being debited from a bank card without cash dispensed, delayed refunds, or fees charged for failed transactions should be treated not as minor technical incidents but as matters directly affecting consumers' property interests.
The Central Bank labeled as unfair treatment the failure to timely notify customers about the status of their complaints regarding card retention in ATMs, as well as shifting responsibility between the bank, payment organization, and other participants.
Commercial banks, payment organizations, and payment system operators have been given the following instructions and recommendations: publish clear information on customer actions in case of ATM issues; provide transparent information on fees before transactions; classify cash non-dispensing or card retention as priority complaints; avoid summoning customers again if the problem can be confirmed through internal sources (logs, video, collection reports); ensure consistent quality of information across all channels (call center, mobile app, website, branch); transition from a 'complaint review' model to a 'guaranteed result' model; automatically refund fees for failed transactions; implement technological solutions for rapid processing of failed operations; ensure technical reliability of ATMs, including communication, power supply, UPS systems, and replace outdated equipment.
According to the regulator, further development of ATM infrastructure should be reflected not only in quantitative growth but also in the quality of service standards. In the event of a technical failure, the system should not leave the consumer alone with the problem but must resolve it in a clear and fair manner.
The Central Bank urged market participants to take a responsible approach to the above, take prompt practical measures to improve ATM service quality, and reduce cases of consumer rights violations.
Source: kun.uz