Posted on Oct 22, 2020 at 7:06 p.m.
During the lockdown, online shopping and contactless payments exploded. Fraud too. On the other hand, the reimbursement of the latter by the banks did not follow, according to a survey published Thursday by the consumer association UFC- Que Choisir, which says it has seized the authorities.
According to its survey carried out in early September with more than 1,500 people, nearly one in three fraud (30%) has not been reimbursed by banking establishments during the past year. That is an increase of 4% compared to last year. ” This is all the more worrying since since September 14, 2019, European regulations have strengthened consumer protection. », Recalls Matthieu Robin at UFC.
Since that date, banks can no longer invoke the argument of the negligence of their defrauded customers if the online transaction was only secured by a code sent by SMS. ” Yet this is the main argument put forward by the banks », Affirms the project manager.
To be in the nails of the new directive, DSP2, banks must secure transactions via “strong authentication” which goes beyond the simple SMS. But for the association, only 46% of consumers have this service. ” Banks have not done the migration work necessary to be in compliance with the regulations », Tackle Mathieu Robin.
The French Banking Federation (FBF) affirms that “ all banks respect common rules », While stressing that the internal processes put in place are specific to each. ” When a client is the victim of fraud, he must immediately inform his advisor., recalls the FBF. Each bank then organizes itself to assess the situation, depending on the circumstances and the type of fraud, and to ensure the treatment. “
“Banks are supposed to comply with the transposition of the PSD2 directive, but the migration of tens of millions of systems is a painful and perilous process,” explains Jean-Michel Chanavas, Managing Director of Mercatel. This does not only affect payment, it also affects access to online accounts ”. The French authorities have given banking institutions until the first quarter of next year to align with the European directive.