RBI New Rules for Bank Customers: Does the bank app force you to take a loan or credit card? Have you ever taken a hasty decision after seeing messages like ‘Limited Offer’ and ‘Hurry Up’? Does it seem easy to get a credit card but difficult to close it? What action has RBI taken against banks? Now where will banks not be able to act arbitrarily?
RBI Bans Bank Digital Tricks: Has it ever happened to you that while you are doing some important work on your mobile banking app, suddenly a big advertisement appears in front of you? You hit the Cut (X) or Close button to remove it, but the app cleverly takes you straight to the ‘Apply Personal Loan’ page. Or a bank handed you a credit card with ‘Lifetime Free’ written in big letters, and after two months you came to know that there were many conditions hidden behind it? If yes, then you are not alone. Crores of mobile users of the country become victims of this digital arbitrariness of banks every day. In technical language it is called ‘Dark Pattern’, but now your tension is about to end. The Reserve Bank of India (RBI) has completely banned this arbitrariness of banks. RBI has issued a new rule, in which a list of 11 such manipulations of banks has been given, which will now be completely illegal. This rule will be implemented in the entire country from January 1, 2027. Let us know what games banks used to play with you on the app and how RBI has put brakes on them…
False Urgency
Suddenly a timer starts running on the app saying ‘Only 10 minutes left for the offer to end, take the loan immediately otherwise the interest rate will increase.’ The Reserve Bank has clearly said that ‘this pressure is completely fake. Customers cannot be forced to take any decision by scaring them or in a hurry.
Adding extra service without asking (Basket Sneaking)
You apply for a loan or credit card and on the last page you see that a box for ‘Online Fraud Insurance’ or ‘Loan Protection’ is already ticked. If you don’t pay attention, extra money gets deducted secretly. Taking action, RBI has said that no box will be ticked without the consent of the customer. Your clear approval will be required for every service.
Confirm Shaming
When you refuse to take extra insurance, it is written on the screen, ‘No, I do not want to protect my account’ or ‘No, I do not want cashback.’ This is done to make you feel guilty. Taking action, RBI said that now banks cannot blackmail you emotionally. The decline button should be straightforward, like ‘No’ or ‘Decline’.
Press Exit, the loan page still opens (Forced Action)
As soon as you log in to the bank app, a big pop-up appears. The app does not even let you see your account balance unless you click on it and go to the loan page. Apart from this, contact list or camera permission is sought without any reason. RBI has said that the customer should be allowed to do the work he has come to do first. Blocking an app to sell another service is now a crime.
Entry easy, exit difficult (Subscription Trap)
Activating a credit card or any service is very simple, but when you go to cancel it, its link is hidden so deep in the app that the customer cannot find it. RBI has a direct order that if it is easy to run the app, then keep it simple to exit too! The method of stopping the service should be as easy as it was to start it.
Color and font manipulation (Interface Interference)
Bank apps cleverly make the ‘Accept’ or ‘Yes’ buttons bigger and brighter green so that’s where your thumb goes. At the same time, the buttons with ‘Decline’ or ‘No’ are made so small and blurred (gray color) that they are not visible. RBI has said that misleading the customer through design has to be stopped. Both options should appear equal and clearly visible on the screen.
Show something else, give something else (Bait and Switch)
It is shown in the advertisement that the loan is available at an interest rate of 8%, but when you fill the entire form, the rate is finally increased to 12%. Or they gave a ‘lifetime free’ credit card and later imposed a condition of minimum expenditure. RBI has said that whatever has been promised will have to be kept. Hiding the terms and then shocking the customer later will no longer work.
Adding Last Minute Charges (Drip Pricing)
The fees are not disclosed during the entire loan process, but as soon as you are about to make the final submission, some money is secretly added in the name of ‘processing fee’. Taking action, RBI has said that the complete fees and charges of any service or loan will have to be clearly mentioned on the first page.
Advertisement in the name of important alert (Disguised Advertisement)
A notification comes to your phone, ‘Important information: Something has changed in your account!’ When you open it in fear, there is an advertisement for a personal loan inside. RBI has said that advertisements cannot be sent masquerading as important alerts or news.
Asking the same question again and again (Nagging)
You click on ‘No’ on the app, but every two minutes the app brings up the same pop-up again, ‘Do you not want to take the loan?’ He keeps bothering you until you say yes. RBI has said that once the customer refuses, the bank cannot irritate him by repeatedly interrupting him.
Complicated language will not work (Trick Wording)
Deliberately confusing English, such as: ‘If you do not want to receive offers, uncheck this box.’ The common man is not able to understand whether to tick or remove it. RBI has said that the language should be absolutely clear, simple and easy so that there is no confusion.
What to do if a bank still indulges in bullying?
RBI has clearly said that all banks will have to completely revamp their apps and websites before January 1, 2027. If your bank does any of these tricks with you even after this date, you can complain. First of all, lodge a written or digital complaint with the Grievance Redressal Officer of your bank. If the bank does not listen to you within 30 days or procrastinates, you can directly make an online complaint by visiting the RBI Ombudsman website. There heavy fines are imposed on banks.