Customers should not be pressured by banks
He noted that consumers of financial services have certain rights that depend on the specific product. The most important right of a customer is the ability to receive clear and understandable explanations of the service conditions.“Customers have the right to take the contract with them, study it carefully, and consult with experts if necessary. Bank employees do not have the right to pressure customers or rush them into making a decision,” emphasized Temirlan Baktybekov.
He also noted that bank employees should not impose additional services on customers.
In 2025, the National Bank received over 1,600 appeals
According to the National Bank, in 2025, the consumer rights protection department received 1,447 appeals, and a total of 1,622 written requests to banks were registered. Specialists analyzed each appeal, provided explanations, and sent necessary inquiries to financial institutions.The majority of appeals were related to lending issues.
Customers most often inquire about payment deferrals, loan extensions, and various lending conditions.
Temirlan Baktybekov also spoke about the processing times for appeals. Typically, applications are reviewed within 14 days, but if additional information is required, this period may be extended to 30 calendar days.
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When complaints are received, specialists first send an inquiry to the bank against which the complaint was made. Then, the actions of the financial organization are analyzed, and if violations are found, the National Bank may take measures, including imposing fines.
Support for fraud victims from the National Bank
Special attention is given to assisting citizens who have fallen victim to fraudulent schemes. The specialist reported that the National Bank has developed relevant regulations, including the introduction of a so-called "cooling-off period."Now banks are required to conduct additional checks and control calls to customers before transferring loan funds to ensure that the loan is being issued by the customer themselves and not by fraudsters.
If fraud has already occurred, National Bank employees quickly inform the bank. This often helps to prevent further transactions and preserve some funds.
Recommendations for bank customers
The agency reminded customers how to act. First of all, citizens should contact the financial institution where they believe their rights have been violated. If the bank's response is unsatisfactory, they can file a complaint with the National Bank.Customers should also remember their obligations. It is important to carefully study the product conditions and understand the necessity of timely repayment of loan debts.
Before signing a contract, it is strongly recommended to carefully review all its terms.
In conclusion, the specialist advised citizens to regularly improve their financial literacy and read documents carefully before signing to avoid potential risks and misunderstandings when using banking services.
