During the summer months, consumers sent 50% more requests to the Center for Alternative Dispute Resolution in Banking (CSALB) compared to the same period last year, and the number of negotiations between consumers and banks increased by 60% compared to June, July, and August 2023. Consumers have sent approximately 2,500 requests since the beginning of the year, and 720 negotiations have been conducted so far. In most cases, consumers requested the following from banks: Refunds of amounts previously charged as fees; Amicable resolution of disputes currently in court; Assistance from financial institutions in cases of fraud and scams where consumers were victims.

In most cases, consumers requested the following from banks:

• Refunds of amounts previously charged as fees;
• Amicable resolution of disputes currently in court;
• Assistance from financial institutions in cases of fraud and scams where consumers were victims.

Consumers can obtain larger refunds than requested

Florica O., Craiova: I took out a loan of 18,000 lei for which I am contesting the unjustified increase in the variable interest rate and the fees charged by the bank, such as the loan origination fee, administration fee, and risk monitoring fee. I am requesting 2,000 lei, representing the amounts collected under these fees.” Solution accepted by the parties through CSALB: The bank grants a total compensation of 920 euros and will transfer the equivalent in lei to the account indicated by the consumer.

 Consumers Drop Court Cases After Reaching Amicable Agreements with Banks

Mariana H., Botoșani: I requested in court, in two separate cases, the recognition of the abusive nature of the loan origination fee. In the request sent to CSALB, I am asking for a refund of 7,500 euros, as well as 3,500 lei for legal expenses.” Solution accepted by the parties through CSALB: The bank grants compensation of 8,200 euros, as well as 5,000 lei for legal expenses. The claimants must submit applications to the court to withdraw the case by the first hearing date.

Account Fraud Can Also Be Resolved Amicably for Companies

A retail company: “I clicked on a deceptive advertisement link that used the name of a state company. After that, several unauthorized transactions were made from the company’s account. I immediately notified the bank to block the account and cards.” Solution accepted by the parties through CSALB: The bank grants, from its own funds as a commercial decision, the equivalent of 23,000 euros in lei, without implying any fault regarding the operations conducted in the company’s account. If the company recovers the damages as a result of legal proceedings, it is obligated to return the amount granted as compensation-commercial decision to the bank.

Alexandru Păunescu, representative of the National Bank of Romania in the CSALB Coordination Board: “In the cases we have encountered in recent months within CSALB, we have noticed particular situations that may represent certain trends in the consumer-bank relationship. There have been instances where consumers requested lower amounts than those offered by the bank. This shows that banks analyze the specific financial situations of consumers and grant compensation based on equity, not just according to the letter of the contract or the consumer’s written request.

Consumers and legal entities are strongly advised to take the evolving fraud techniques used by cybercriminals seriously. Instances have been observed where losses reach tens of thousands of euros. Before accessing links with deceptive advertising, internet users should exercise critical judgment. The authenticity of the site or pages linked to should be verified from multiple reliable sources.

A growing challenge for banks’ IT systems is the rise of fraudulent transactions involving small amounts. Consumers, often enticed by the prospect of purchasing an undervalued product or service, authorize these transactions in home banking applications. However, this authorization inadvertently grants cybercriminals access to their accounts, leading to unauthorized withdrawals.

To mitigate these risks, consumers are encouraged to regularly monitor their accounts, pay attention to SMS notifications for any transactions, and maintain consistent communication with their bank. Unfortunately, many such fraud cases remain unresolved by both law enforcement and banks. In rare instances, some banks make commercial gestures, likely driven by the desire to retain business relationships, but these are exceptions rather than the norm.”

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  About ABDRC: ABDRC is an entity set up under a European Directive, and intermediates, free of charge and in not more than three months, negotiations between consumers and banks or NBFIs, for contracts/agreements in progress. Consumers from any county of the country may file applications with the Alternative Banking Dispute Resolution Centre (ABDRC) filling-in an online form directly on the website www.csalb.ro. Once the bank accepts to enter the conciliation/negotiation procedure, a conciliator is appointed. ABDRC works with 17 conciliators, of the best specialists in law and with relevant experience also in the financial and banking field. Everything is settled amicably, and the understanding between the parties has the power of court judgment. More information about the work of the Centre is available by phone at 021 9414 (charged a normal rate).