This September marks 10 years since the establishment of CSALB (the Alternative Banking Dispute Resolution Centre), created through Government Ordinance 38/2015. The consumer–bank negotiations intermediated by CSALB conciliators and resolved amicably (outside of court) have significantly contributed to restoring trust in the banking system, according to representatives of the National Bank of Romania and the Romanian Banking Association. Over the 10 years since the founding of the Alternative Banking Dispute Resolution Centre (CSALB), the number of lawsuits between consumers and banks has dropped from more than 40,000 to around 12,000. Although in the early days both banks and their clients were skeptical about the effectiveness of conciliation, in 10 years, consumers of financial products and services submitted more than 20,300 requests for negotiations with banks and NBFIs.

The banking industry is facing a new revolution—digitalization and artificial intelligence. Banks are increasingly using robots for repetitive, time-consuming activities such as drafting contracts, sending replies, or interacting with consumers in call centers. Robots can draft documents to be submitted in court or even anticipate the outcome of a trial. In the near future, Artificial Intelligence will provide consumers with product recommendations based on client profiles. For now, however, robots are constantly assisted by humans. Banks are implementing AI in their internal processes, but when it comes to the final consumer, caution still prevails, say the guests of the podcast organized by the Alternative Banking Dispute Resolution Center (CSALB).

Delayed loan payments may put consumers at risk of forced execution. If the unpaid debt reaches a judicial officer (bailiff), they may seize bank accounts and wages, initiate the forced sale of movable or immovable property (depending on the debtor’s assets), and charge the consumer with all enforcement-related costs. These costs include the executor’s, lawyers’, and appraisers’ fees, notifications, summonses, addresses sent to banks for account garnishment, and transportation expenses. The best strategy for consumers in this situation remains dialogue with the bank—directly or through CSALB. This recommendation was made during a podcast hosted by the Alternative Banking Dispute Resolution Center (CSALB).

Saving is one of the most important indicators of societal well-being and the financial health of every family. The money we set aside can provide us with comfort in times of crisis, security during retirement, and even the ability to generate passive income through investments. When investing, it is essential to carefully choose financial instruments and properly assess risks. What are the most effective saving methods? How much of the family income should be secured? These questions were addressed in a podcast organized by the Alternative Banking Dispute Resolution Center (CSALB).

The digitalization of payments and artificial intelligence represent real opportunities for the development of the banking system, but they are also among the main business areas targeted by cybercriminals who threaten the safety of our money. Banking frauds through phishing, spoofing, and emotional manipulation are becoming more frequent, and individuals with little experience using new technologies are the most targeted victims, according to fraud prevention specialists. Complex schemes used to deceive consumers include luring users into fake investments and installing applications that allow criminals to remotely take control of bank accounts. All these issues are among the topics discussed in the podcast produced by the Center for Alternative Dispute Resolution in Banking (CSALB).

Consumers should assess their financial vulnerability in case of a potential financial and real estate crisis, recommend credit specialists. Although the lending market over the past 10 years has become much more stable, it’s still important to carefully follow all necessary steps when applying for a loan. What are the costs of a loan, how does your credit history impact approval, and why does the “Noua Casă” program need reforming? These are among the topics discussed in the podcast produced by the Alternative Banking Dispute Resolution Center (CSALB).

It is essential to manage spending and payments carefully during this period. Credit cards, shopping cards, card payments both in Romania and abroad, as well as the risk of fraud, are just some of the topics discussed in the first episode of this season’s CSALB podcasts. The fifth season of the CSALB Podcasts explores topics inspired by the types of negotiation requests consumers send to the Alternative Banking Dispute Resolution Center: cards and payments, bank loans, fraud, debt enforcement, court vs. alternative resolution, saving, and investing

The proposals made by CSALB conciliators and accepted by both parties include various benefit mixes such as debt reductions, penalty waivers, refunds, and the closure of foreclosure or debt settlement cases. Banks remain open to resolving court cases, whether they involve CHF loans granted more than 15 years ago or lawsuits that have not yet reached their first hearing. Since the beginning of the year, consumers have submitted over 800 negotiation requests to banks, with 150 cases already concluded or currently under negotiation.

n 2024, banks agreed to enter into 1,077 negotiations with consumers following requests submitted to the Alternative Dispute Resolution Center for Banking (CSALB). Compared to the first year of negotiations between consumers and banks (2016), last year saw a 23-fold increase in banks’ willingness to find a solution together with CSALB conciliators to resolve financial service-related issues raised by consumers. Between 2016 and 2024, approximately 4,300 negotiations between consumers and banks concluded with a mutual agreement.