CBN to sanction banks over late response to cardholders' complaints

The Central Bank of Nigeria (CBN) has ordered all Deposit Money banks (DMBs) to treat all cardholders' complaints within three days or face sanctions.

The order, which was contained in the Guidelines on Operation of Electronic Payment Channels in Nigeria, requires banks to treat all cardholders' complaints within four days, that is transaction date plus three days from the date of the receipt of the complaint.

This is even as it also charged acquirers of Electronic Payment Channels in Nigeria to respond to issuer's request within two days.

The apex bank stated that that where records were falsified by any party, appropriate sanctions shall be applied. Similarly, the circular also stated that all ATMs must be fitted with security cameras which will be hidden such that it would not be tampered with.

'Every ATM shall have cameras, which shall view and record all persons using the machines and every activity at the ATM, including but not limited to: card insertion, transaction selection, cash withdrawal, card taking, etc.

'However, such cameras should not be able to record the key strokes of customers using the ATM. Where a surveillance camera is used, it should be kept secret to avoid illegal removal or damage or compromise.

'Where the user of an ATM blocks his image for camera capture, the ATM shall be capable of aborting the transaction' the guideline stipulated.

The apex bank in the guideline noted that sanctions, in the form of monetary penalties / or suspension of the acquiring/processing service (s) or both, would be imposed on erring institutions for failure to comply with any of the provisions of this Guidelines.

Also as part of security measures, the guideline stipulated that ATMs be cited in locations and in a manner that guarantees safety and security of users and confidentiality of their transactions.

The guideline on Operation of Electronic Payment Channels also covers the use of point of sale terminals, mobile PoS and web trans- 32 actions. The CBN also is issued guidelines on transaction switching in the country.

Meanwhile, the apex bank's Director, Consumer Protection Department (CPD), Hadija, A. Dutse, while speaking to journalists at the weekend said that sanctions , in the form of monetary penalties or suspension of the acquiring/processing service (s) or both, would be imposed on erring institutions for failure to comply with any of the provisions. - National Mirror.