LogoRegulatory Alerts
2019-01-01

Circular No. 20 Suspension of ATM Cards in Case of Failure to Update Data

The Palestine Monetary Authority mandates that all banks implement a strict three-step notification protocol before suspending or holding customers' ATM cards for data update purposes. Banks must send at least three alerts spaced a minimum of one week apart, ensure these notifications appear on the ATM screen during usage attempts, and only execute the suspension after the required period elapses. Once customers update their information, the suspended cards must be promptly returned in accordance with standard procedures.

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Palestine Monetary Authority

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Palestine Monetary Authority

PALESTINE MONETARY AUTHORITY

Circular No. (20/2019)

To all banks operating in Palestine
Date: Tuesday, January 22, 2019

Subject: Suspension of ATM Cards in Case of Failure to Update Data

In light of numerous citizen complaints regarding some banks withdrawing or holding customers' ATM cards through ATMs due to their non-compliance with bank requests to update their data, and in order to protect the rights of banking service consumers and enhance their trust in service providers, banks are requested to follow the following steps when holding or withdrawing ATM cards for data update purposes:

  1. The consumer shall be notified three times via SMS or a communication channel specified by both parties.
  2. Customer notification intervals shall be at least once a week, provided that these notifications are displayed on the ATM screen when the customer attempts to use the machine.
  3. The bank may then withdraw or hold the card through the ATM after the notification period specified in items (1, 2) of this circular has expired, and it shall be returned to the consumer after updating their data in accordance with procedures.

Accordingly, all banks are requested to comply with the above procedural steps to safeguard the rights of both parties.

Market Conduct Department
Palestine Monetary Authority

Office Ramallah and Al-Bireh - Palestine P.O. Box 452
info@pma.ps | Fax: +970 2 2415310 | Tel: +970 2 2415251
Gaza - Palestine P.O. Box 4026
Fax: +970 8 2844487 | Tel: +970 8 2825713 | Tel:
www.pma.ps

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