When a bank suspends transactions or restricts access to online banking, a person may not understand why this happened and how to restore everything. Therefore, the Central Bank recommended that credit institutions themselves promptly and clearly explain to clients what happened, on what grounds the restrictions were imposed, and what steps are needed to resolve the situation.
The regulator's website notes that credit institutions should independently contact clients immediately after the suspension of remote services and transactions on the basis of anti-money laundering measures and cybersecurity legislation, without waiting for inquiries from them.
The Central Bank emphasized that banks need not simply inform the client about the imposed restrictions, but also indicate on what legal grounds this was done.
Even after access to online banking has been suspended, a person should still have the ability to contact the bank through remote channels.
The Bank of Russia recommended giving citizens a detailed explanation of the procedure for resolving the situation. If a bank reasonably refuses to lift the restrictions, the client must also be told how such a decision can be appealed.
In addition, if information about a person is included in the regulator's database on fraudulent transactions, the bank must inform the client how they can file an application to be removed from it.