The Central Bank has sent an open letter to commercial banks and payment organisations concerning problems with cash withdrawals at ATMs. While reviewing citizens’ complaints, the regulator identified several cases in which money was debited from bank cards but consumers did not receive cash.
Payment service providers rely on technical data to record successful transactions. However, the Central Bank said that in some cases the data cannot conclusively confirm that cash was actually dispensed to a consumer. It linked such situations to failures to comply with requirements governing ATM operation and the retention of necessary data.
ATM operators must record information on the outcome of transactions and retain other required data. They must also establish internal and technical controls over the operation of the machines. The regulator said compliance is essential to the reliable provision of services, the prevention of violations and the protection of consumers’ interests, adding that financial institutions must not use non-compliance with the requirements to their advantage.
“A record in the system showing a transaction as ‘successful’ will not in itself be regarded as unequivocal evidence that the service was provided.”
Banks and payment organisations must conduct a comprehensive and impartial investigation when considering complaints about funds being debited without cash being issued, or about other transactions that were not properly completed. Their responses to consumers after a review must state the information on which the operator based its conclusion. If an operation is found not to have been properly completed, the operator must restore the consumer’s financial rights.
“If a service provider’s failure to comply with mandatory requirements prevents an impartial assessment of a disputed transaction, the consequences must not be imposed on the consumer.”
In May, the Central Bank instructed banks and payment services to improve the quality of ATM operations. Nodirbek Saydullayev, the regulator’s first deputy head, said problems with cash withdrawals needed to be resolved and called for cases involving debits without cash being issued, cards being retained, or fees charged for an uncompleted transaction to be treated as priorities. At a Senate plenary session on 13 June, Central Bank head Timur Ishmetov said banks were planned to be fined from August for cash withdrawal disruptions. He said that about 46,000, or 15%, of 291,000 ATM incidents were attributable to banks and payment systems.
