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金管局:今年上半年接獲1,552宗銀行投訴
金管局發表《投訴監察通訊》顯示,今年首六個月收到1,552宗銀行投訴,其中637宗涉及欺詐,超過去年全年的555宗;信用卡相關投訴佔最多,達546宗,按年飆升70%。 數據顯示,上半年接獲的銀行投訴,牽涉信用卡佔總數35%;有關匯款或轉賬爭議的則佔13%,有203宗,按年多16%;客戶協議問題的投訴升15%,至62宗,佔總數4%。其他包括銀行服務條款、收費、貸款決定、不良銷售及服務質素等的投訴按年均有所減少。 另外,《通訊》刊載「以保費融資購買保險計劃」的文章提到,部分有關保費融資的投訴涵蓋不正當陳述、就保險計劃與保費融資的特性及風險披露不清楚或不適當、在客戶不知情下申請保費融資,例如客戶以為每月的支付是保單保費,實際上是貸款利息、就保費融資浮動利率的溝通不清楚,以及對客戶的承受能力作出錯誤估算等。 金管局認為,銀行應有適當的業務行為及操守,以及清晰的披露和溝通,以保障客戶利益。銀行向客戶就保單作出建議時,要確保客戶的承擔能力與適合性。就保費融資的潛在風險,銀行應不時檢討其系統及管控的適當與有效性,並留意相關規例等。
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