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Banks urge customers to use online services

Banks urge customers to use online services

Thursday 02 April 2020

Banks urge customers to use online services


Local banks are asking customers to undertake all their normal banking activity using online and mobile services so that they can focus on helping those “in real need”.

The message came in an open letter signed by the Jersey Bankers Association, the Association of Guernsey Banks and the Isle of Man Bankers Association.

The three associations are asking customers to consider the three questions below before visiting or phoning them:

  • Do I need to speak to my bank today?
  • Can I do this through mobile or online banking?
  • Is the answer already on the website?

“Your support will allow us to help those in greatest need as quickly as we can,” they explained.

Helping customers experiencing difficulties is one of the banks’ priorities along with protecting both customers and their teams in line with government and health professionals’ advice, they said in the letter. 

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Pictured: Islanders are being invited to use their banks online services instead of phoning or visiting the branch.

As such, the majority of staff have been working from home with only “essential colleagues” working in branches and offices. 

Meanwhile, high street banks have committed to updating and refreshing their own websites with information and FAQs to help customers, including on mortgage payment holidays, help with credit lines and guidance. 

The banks also assured they working with each of the island governments “to make sure the support they have announced for both business and individuals is made available as soon as possible".

With criminals using the corona virus health crisis to undertake frauds and scams via fraudulent emails, phone calls, text messages or social media posts – last week a phishing text promising financial support to help with the impact of the covid-19 outbreak circulated in the island - banks are also urging customers to be vigilant.

They have issued the following advice: 

  • Stop: Taking a moment to stop and think before parting with your money or information could keep you safe.
  • Challenge: Could it be fake? It’s ok to reject, refuse, or ignore any requests. Only criminals will try to rush or panic you.
  • Protect: Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud.

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