Consumers who requested a free service package have had some services restricted that they had without activating the package, especially mobile banking, it says. N1.
What is still considered a free banking service?
The Croatian Association of Banks (HUB) rejected accusations that banks knowingly obstruct citizens' legally guaranteed right to a package of free basic banking services, emphasizing that the legal changes apply from January 1 and that the package is available to all citizens at their request.
However, some consumers warn of limitations, especially with mobile banking. Although banks are required to offer one digital service as part of their free package, most have opted for online banking, while some functions in mobile apps are limited – such as payments and the "take a picture and pay" option, with the only option being to view your account balance.
Limitations due to "cost"
HUB explains that the development and maintenance of mobile banking is significantly more expensive, due to technical requirements and cyber security, so the restrictions are a consequence of costs, not violations of the law.
On the other hand, the Croatian Consumer Protection Association states that citizens most often complained because, in order to activate the free package, they had to immediately pay the allowed overdraft, which is why many gave up. The association's president, Ana Knežević, believes that the package was not communicated clearly enough and that "little in it is truly free."
HUB points out that a completely free package of banking services does not exist anywhere in the world and that Croatia is an exception because the right has been extended to all citizens, not just to socially vulnerable groups. They estimate that this will cost the banking sector up to 100 million euros annually through loss of fee income.
The Ministry of Finance said that, in cooperation with the CNB, it will monitor the implementation of the law and react in case of irregularities. The HUB emphasizes that clients have freedom of choice and that the activation of the free package is carried out exclusively by personal arrival at the branch, at the client's request.
Source: N1
Photo: Pixabay
