account blocked, no information to the customer

Rabobank has blocked an account of one of its customers after a suspicious transaction. The customer was not informed of this and the bank was in error, according to the financial complaints institute Kifid. Rabobank is now taking measures in its app.

Rabobank complaint

Rabobank is currently testing a system that will send users a push notification when their account or transaction is blocked. The bank has received a complaint from one of its customers due to a lack of communication. The Kifid complaints institute also ruled that the complaint was well-founded.

The Rabo customer wanted to transfer an amount of 1700 euros. Only a detection system of the bank assumed (incorrectly) that the transaction may have been the result of WhatsApp fraud. The 1700 euros were then reserved and the account of this customer was effectively blocked.

The customer in question did not receive any message about this blocking and he then contacted the bank himself. He was told by telephone that the transaction would still be executed, but that did not happen. Moments later, the Rabo customer therefore contacted them again, to which the bank apologized. The customer also received a bunch of flowers and a gift voucher worth 25 euros.

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No financial compensation

The customer was not satisfied with this and spoke of emotional damage he had suffered as a result of the incident. He therefore demanded compensation from the Kifid. The complaints institute ruled that Rabobank was at fault due to its lack of communication, but it did reject the customer’s claim. After all, Rabobank is already taking steps to inform customers with push notifications and it is not the case that the customer’s account has received an alert.

Have you ever experienced something similar at Rabobank or another Dutch bank? Did the bank contact you then? Let us know in the comments.