UOKiK requires changes regarding unauthorized payment transactions
Poland’s competition and consumer protection authority, UOKiK, has ordered four banks to change how they handle reports of unauthorized payment transactions. The banks must also reassess customer complaints they previously rejected. UOKiK criticized delays in refunding disputed payments, conditional refunds later reversed, and cases where banks treated successful customer authentication as proof that a transaction had been authorized. The authority stressed that authentication confirms identity, while authorization requires the customer’s conscious consent to a specific payment. Banks have also introduced stronger fraud prevention tools, including AI-based monitoring, behavioral biometrics, cooling periods, and emergency transaction blocking.
Ten similar proceedings against other banks remain ongoing.
