Affected by multiple factors such as social and economic transformation and adjustment, consumers' awareness of rights protection has awakened, and consumer complaints in the banking industry have shown a rapid growth trend, of which credit card complaints account for a large proportion. The credit card business brings real operating profits to banking financial institutions. In the face of consumer complaints, banks must respond appropriately, actively implement the main responsibility for protecting consumer rights and interests, focus on source governance on the basis of strengthening investigation and analysis, and effectively protect consumer rights and interests. .
The main reasons for credit card business complaints are the following six aspects: First, the notification of repayment is not timely and insufficient, or the cardholder's subjective negligence leads to overdue repayment, which affects the credit record. The second is the charging dispute. Cardholders believe that banks have problems such as excessive interest and late fees, complex installment business charging rules, and unreasonable annual fees. The third is the number of outsourced collection disputes. The improper working methods of some collection agencies have brought serious problems to the work and life of cardholders. Fourth, there are differences between banks and cardholders on liability for credit card theft, making it difficult to reach an agreement on compensation. Fifth, banks are not strict in the credit card approval process and do not strictly abide by the "three-person" principle when applying for credit cards, resulting in consumers pretending to be others to apply for credit cards. The so-called "three relatives" refer to meeting the customer in person, the customer's signature, the customer's identity certificate and the necessary original letter of credit. Sixth, excessive marketing and irregular marketing coexist, leading to debt disputes among some consumer groups who are unable to repay huge credit cards. At the same time, marketers disclose key information such as business rules and charging policies in publicity via phone calls, WeChat and other forms to mislead consumers into handling business. Faced with the hot issue of credit card complaints, banks should change their thinking, actively take measures, strictly fulfill their main responsibility to protect consumers, and face up to the problem.
: There are five main categories of credit card complaints
We learned from the China Banking Regulatory Commission that judging from the credit card complaints accepted by the national banking regulatory system in the first ten months of this year, they were mainly concentrated on the provision of credit card services, There are five types of problems: marketing and promotion, fee pricing, fraud, and entrusting outsourcing companies to collect debts.
The main problems with credit card services are: card use is blocked or chargebacks are encountered, customer service attitude is poor, transaction refunds are incorrect, banks unilaterally adjust the limit, resulting in the complainant being blocked from using the card or experiencing incidents. Overdue, bank reconciliation is not timely, and card cancellation is blocked; the main problems in credit card marketing and promotion include: applying for cards under false names, failure to honor promotions, unauthorized modification of points, preferential activity rules, etc.
Problems with credit card charge pricing include: banks do not adopt time tolerances, there are issues such as "interest change fees" in installment business, over-limit fees, handling fees and annual fees; problems with credit card fraud The problems focus on: after the fraud, the bank shirks its responsibility and still charges high penalty interest and late fees; the main problem with outsourcing collection is improper collection methods.