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All customers of banks operating in Lithuania sooner or later came across a questionnaire provided by the bank, which must be completed. It asks you not only to update your contact information, but also to indicate the sources of income received, as well as if there are people who work in the public function among relatives, etc. Some of these questionnaires resent customers.
One of them is Vladas from Vilnius, who, without completing the requested form, lost the opportunity to use banking services. “As a Lithuanian patriot, I consider my modest savings in Šiaulių bankas, but I had to face a hostile attitude towards the client. A couple of days ago, when I paid for products in the store with a card, I was surprised to learn that my accounts and cards were blocked.
I am not a criminal and there are no penalties for the prosecutor, but it turns out that bank employees can make that decision too. I believe that not allowing me to use my own money violates my human rights, ”says Vlad.
But even more surprised to learn why the bank imposed such penalties on him. It turns out, all because you did not complete the customer questionnaire provided by the bank on time.
“I wrote a complaint to the bank management because I had responded in writing that my details had not changed, so there is no need to update them. I received a response that the complaint will be processed within 15 business days – 3 weeks, and not I will be able to use the services of the bank during that period, that is to say, have my own money. The bank does not care at all, even if I have to pay taxes or some urgent paid transaction “, the man is surprised.
Vakaro žinios asked Šiaulių bankas to comment on the situation. It turned out that the bank is very afraid of money laundering, so the prevention applies even to private customers. There is no other way to solve the situation than to fill out the aforementioned questionnaire.
“We restrict access to banking services only if the customer does not submit the customer identification form on time, even after receiving reminders. All bank customers using the bank’s services must complete the customer identification form, which includes more questions than just contact details.
The obligation of all banks to collect customer data is established in the Legislation for the Prevention of Terrorism and Money Laundering, which has no exceptions. We invite the aforementioned person to complete the form at our Internet bank or at any bank branch so that we can continue to provide services, ”the bank explained.
Comment on the situation
Kęstutis KUPŠYS, Executive Director of the Association for Fair Banking:
We receive complaints about these questionnaires not only from individuals, but also from business people when customer accounts are closed. Unfortunately, nowadays this topic is a kind of rhetoric and generally the customer has no choice but to fill out this form.
While in this situation, it is important to understand that there must be a balance between what is required of the customer and what they receive. When it comes to the average user of the service who only needs an account and a bank payment basket, it is unfair to load this type of questionnaire for this user. Not only does it delay a person, but it asks questions that are not so easy to answer quickly. This is a major inconvenience for the customer. I don’t think it is necessary to terrorize these private clients who need the simplest day-to-day services with these questionnaires.
Unfortunately, this is currently required by law. This is how we balance freedom and security. It is understandable that a bank cannot, as soon as it sees a new customer, assess whether that person represents business interests or is involved in the political layers. However, it is time to look for solutions that ensure that all clients feel good. It’s a shame, but lately we haven’t heard any new ideas on how to deal with the situation.
The fact that the customer terminates the service without completing the form is a tragedy. Unfortunately, there is no other way for the customer to apply to his bank and then to the Bank of Lithuania. It must ensure that the interests of consumers are protected by law. At the same time, the Bank of Lithuania is responsible for supervising money laundering issues in banks. How you can objectively deal with customer complaints while sitting in two chairs is an open question.
