Press conference, Bank of Israel Governor Amir Yaron interest rate increase/Bank of Israel
Bank Poalim and Bank Leumi will each pay a fine of one million shekels, and Isracard will pay a fine of 250,000 shekels, according to the Bank of Israel.
As part of the increased consumer enforcement, the supervision of the banks imposed financial sanctions due to damage to the service and consumer problems, which were examined, among other things, by undercover customers of the Bank of Israel.
Bank Hapoalim was fined after it refused to admit to the branch and provide service to customers who did not make an appointment in advance, this is contrary to the instructions of the supervision of banks.
The fine was given following complaints from the bank's customers who were left outside, and after various undercover inspections in which the inspection personnel asked to enter the branches and receive service without making an appointment.
The supervision of banks states that the bank is obliged to admit a customer to the branch and provide him with service even if he did not make an appointment, and Bank Hapoalim acted illegally when he left the customers outside.
As a result, we were fined one million shekels as mentioned.
Failure to report to enforcement on debt arrangements/Flash 90, Yonatan Zindel
Bank Leumi was also fined one million shekels, due to a debt collection violation.
As part of a sample inspection, deficiencies were discovered in the reports to the execution, including cases where the receipts received on account of the debt were not reported to the execution at all.
Cases were also found in which receipts received after 7 days were reported to the enforcement office.
The inspection also revealed that cases were found in which debt settlements were not reported to the enforcement office within a reasonable time.
A financial sanction of NIS 250,000 was imposed on the Isracard company, due to long waiting times at the call center.
The company did not comply with the legal provision that requires a human response at the call center within 6 minutes with regard to troubleshooting services, account inquiries and termination of a call.
The Bank of Israel explained that the Supervision of Banks carried out a variety of consumer controls with the aim of examining the correctness of the conduct of the supervised entities vis-a-vis customers in the various service channels.
The Supervisor of Banks, Daniel Khahiashvili, said that "The Supervisor of Banks sees the fairness of the banking system in its dealings with its customers as a central value in the perception of its role. We see the utmost importance in complying with the provisions of consumer law with an emphasis on professional, available and high-quality service to customers in all banking service channels. We will continue to operate in a variety of tools that we have to enforce the instructions in the many consumer issues, this is as part of our activity to ensure a fair organizational culture in the banking system."
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