Bank-customer relations, fees and complaints

Increasing awareness of fee benefits for people with disabilities
09/05/2021 | The Supervisor of Banks contacted the CEOs of the banks as well as the Ministry of Defense and the National Insurance Institute, with the goal of improving awareness among people with disabilities of the benefits to which they are eligible regarding fees.
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Israel is switching to smart payment and concludes an additional step in integrating advanced payments
09/03/2021 | • More than half the payment terminals in Israel support “smart payment ” • A quarter of the number of payment card transactions are carried out via “smart payment” • Approximately two-thirds of “smart payments” are contactless transactions.
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“Global Money Week” will take place in Israel for the first time
03/03/2021 | During the week, there will be various activities to increase financial awareness among youth.
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Checks and restricted customers - Data and trends during the COVID crisis
27/01/2021 | Checks and restricted customers - Data and trends during the COVID crisis
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Voluntary charter formulated with the aim of making banking services more accessible to senior citizens
03/01/2021 | Voluntary charter formulated with the aim of making banking services more accessible to senior citizens
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The Banking Supervision Department allows corporations to open bank accounts online
29/12/2020 | Another step to encourage digital banking activity: The Banking Supervision Department allows corporations to open bank accounts online
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The Banking Supervision Department’s survey of public enquiries and customer protection measures for 2019 and outlook for 2020
14/10/2020 | The Banking Supervision Department published a survey today regarding the handling of public enquiries in the banking system andthe credit card companies in Israel.
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The Banking Supervision Department announces, in view of the various limitations, a reduction of in-person customer service in the banking system’s branches
22/09/2020 | The Banking Supervision Department announces, in view of the various limitations, a reduction of in-person customer service in the banking system’s branches
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A further step in assisting banking system customers in dealing with the effects of the coronavirus crisis
23/08/2020 | The Banking Supervision Department is publishing a draft Supervisory Order on fees.
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Publication of Draft Proper Conduct of Banking Business Directive on “Dormant Deposits and Accounts of Deceased Owners”
12/08/2020 | Publication of Draft Proper Conduct of Banking Business Directive on “Dormant Deposits and Accounts of Deceased Owners”
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The Bank of Israel today launches a publicity program via the various media, to enhance the public’s awareness of the use of the smart payment method and its advantages
12/08/2020 | The Bank of Israel today launches a publicity program via the various media, to enhance the public’s awareness of the use of the smart payment method and its advantages
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Minister of Social Equality and Pensioners, Supervisor of Banks, Association of Banks CEO, and senior banking executives discussed the creation of a uniform banking-system standard for the treatment of the elderly
11/08/2020 | In an online discussion held at the initiative of Minister of Social Equality and Pensioners MK Meirav Cohen, together with Supervisor of Banks Yair Avidan
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Remote Execution of Banking Activities during the Coronavirus Crisis and in Routine Times: The importance of the banking system dealing with population groups that encounter obstacles to carrying out activities remotely.
27/07/2020 | Remote Execution of Banking Activities during the Coronavirus Crisis and in Routine Times: The importance of the banking system dealing with population groups that encounter obstacles to carrying out activities remotely.
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The Supervisor of Banks has sent a letter to the banking system regarding customers experiencing difficulties due to the corona crisis
24/06/2020 | In recent weeks, the banking system has returned to full operation in view of the COVID-19 pandemic, as most restrictions have been cancelled and the economy has begun returning to regular economic activity
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The Banking Supervision Department announces: Further expansion of customer reception at banking system branches—return to full operation of all branches
12/05/2020 | In view of the government decisions to further ease activity restrictions, all branches of the banking system will be open to receive the public by March 13, 2020 at the very latest.
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The Banking Supervision Department announces a comprehensive framework that has been adopted by the banking system for deferring loan payments as assistance to bank customers in dealing with the ramifications of the coronavirus crisis
10/05/2020 | The Banking Supervision Department announces a comprehensive framework that has been adopted by the banking system for deferring loan payments as assistance to bank customers in dealing with the ramifications of the coronavirus crisis
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The Banking Supervision Department announces: Further expansion of customer reception at banking system branches
04/05/2020 | The Banking Supervision Department announces: Further expansion of customer reception at banking system branches
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Sanctions and the economic cost of nonpayment of checks—clarifications regarding the Supervisor’s guidelines related to suspending account restrictions in respect of checks without cover
19/04/2020 | Sanctions and the economic cost of nonpayment of checks—clarifications regarding the Supervisor’s guidelines related to suspending account restrictions in respect of checks without cover
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The banks will open all branches where there are teller services.
27/03/2020 | In the coming days, the banks will open all branches where there are teller services, so that customers can withdraw benefit payments in cash.
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The Bank of Israel announces assistance to customers in withdrawing National Insurance benefits
22/03/2020 | The desire to maintain the health of banking system customers, the banking system is currently starting to send debit cards to customers who receive National Insurance benefits
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Semiannual Report on the Prices of Common Banking Services for Households: Second Half of 2018 and First Half of 2019
13/01/2020 | Supervisor of Banks Dr. Hedva Ber presented the Semiannual Report on the Prices of Common Banking Services for Households to the Knesset’s Economic Affairs Committee.
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Findings of the annual survey on customers’ satisfaction with the service they receive from the banks
02/12/2019 | The Banking Supervision Department publishes the findings of the second annual survey on customers’ satisfaction with the service they receive from the banks
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From today, customers can select their own PIN number for payment cards
23/10/2019 | Another step in advancing innovation and convenience in payments: From today, customers can select their own PIN number for payment cards
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Review of Public Enquiries and measures to protect banking customers, 2018
25/09/2019 | Review of Public Enquiries and measures to protect banking customers, 2018
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Call to the public again search for inactive bank accounts and accounts whose owners are deceased
09/09/2019 | Call to the public again search for inactive bank accounts and accounts whose owners are deceased at the “Money Mountain 2” website
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The Banking Supervision Department announces a process to lower fees for small and micro businesses
04/08/2019 | On Thursday, a further stage in the Banking Supervision Department's policy to make it easier for the small business segment and to lower the cost of their banking services went into effect.
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The Banking Supervision Department announces another round of nation-wide activities on "Digital Banking Empowerment" for senior citizens
11/06/2019 | The Banking Supervision Department announces another round of nation-wide activities on "Digital Banking Empowerment" for senior citizens
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Decision to reduce the financial sanction imposed on Max (formerly Leumi Card)
30/05/2019 | On December 23, 2018, a decision was made to impose a financial sanction of NIS 1.5 million on Leumi Card, now known as Max It Finance Ltd. (hereinafter: "the Company").
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The Bank of Israel lowers the fee for depositing an endorsed post-dated check for holding to a maximum of NIS 2, and calls on the public to deposit such checks
15/04/2019 | The Bank of Israel lowers the fee for depositing an endorsed post-dated check for holding to a maximum of NIS 2, and calls on the public to deposit such checks
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Semiannual Report on the Prices of Common Banking Services - First Half of 2018
15/04/2019 | Semiannual Report on the Prices of Common Banking Services - First Half of 2018
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Process to reduce fees for small and micro businesses
14/10/2018 | The Banking Supervision Department announces a process to reduce fees for small and micro businesses. Every small business will automatically be enrolled in the current-account fixed fee track that is suited to it, and save hundreds of shekels a year.
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Steps intended to ease the process of opening and managing a business account
13/09/2018 | The Banking Supervision Department and the Israel Tax Authority announce steps intended to ease the process of opening and managing a business account
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The Semiannual Report to the Economic Affairs Committee on Prices of Common Banking Services for Households—2017
12/09/2018 | The Supervisor of Banks at the Bank of Israel, Dr. Hedva Ber, submitted the Semiannual Report on Prices of Common Banking Services for Households to the Knesset’s Economic Affairs Committee.
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Public Enquiries Review – The Banking Supervision Department’s handling of public enquiries and complaints in 2017
07/08/2018 | The Banking Supervision Department uses a variety of tools and channels with the objective of ensuring fair, professional, and proper service to the banking system’s customers
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The Bank of Israel grants a license to another new acquirer today
20/03/2018 | Enhancing the competition in the merchant acquiring market continues: The Bank of Israel grants a license to another new acquirer today
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The Bank of Israel accelerates the path of reducing the interchange fee
25/02/2018 | After receiving comments from the public, the Bank of Israel publishes the final path for reducing interchange fees. The fee will be reduced each year, and the path of reduction will be brought forward.
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The Semiannual Report to the Economic Affairs Committee on Prices of Common Banking Services for Households
12/02/2018 | The Supervisor of Banks at the Bank of Israel, Dr. Hedva Ber, submitted the Semiannual Report on Prices of Common Banking Services for Households to the Knesset’s Economic Affairs Committee.
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The interchange fee will be reduced by approximately 30 percent, from 0.7 percent to 0.5 percent, in three stages
16/01/2018 | This reduction is expected to decrease the fees paid by businesses in Israel by approximately a half billion shekels per year.
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The Banking Supervision Department announces a regulatory easing expected to reduce the fee for a bank guarantee backed by a deposit
18/12/2017 | the Banking Supervision Department notified the banking system that banks may reduce the capital allocated against a bank guarantee secured by a financial deposit, under the stipulation that the bank can claim that it has the right to the deposit
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Analysis of the mortgage market for borrowers from the Arab sector, following structural failures in the housing area in this sector
27/11/2017 | The objective of this document is to examine the mortgage market for the Arab sector, and the reasons for the current situation, while relating to the existence of structural failures in the housing field in this sector.
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Good news for Buyer’s Price participants in the periphery
14/11/2017 | Good news for Buyer’s Price participants in the periphery: The grant awarded by the State will be recognized as part of winners’ equity
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The Banking Supervision Department launches a new service An Internet tool to help customers with restricted accounts
06/11/2017 | The Banking Supervision Department is launching an Internet tool that enable bank customers with restricted accounts to obtain personal, up-to-date and detailed information relating to the restriction and to easily issue confirmations to third parties
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The implementation of the plan to increase efficiency in the banking system and ensuring that its benefits reach bank customers
05/11/2017 | The implementation of the plan to increase efficiency in the banking system and ensuring that its benefits reach bank customers
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The benefits of increased efficiency in banking reach customers: Reduced fees for all customer-executed banking services
01/11/2017 | The benefits of increased efficiency in banking reach customers: Reduced fees for all customer-executed banking services
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Public Enquiries Report: The Banking Supervision Department’s Handling of Public Enquiries and Complaints in 2016
09/07/2017 | Public Enquiries Report: The Banking Supervision Department’s Handling of Public Enquiries and Complaints in 2016
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Enhanced competition in the merchant acquiring market: The Bank of Israel grants a license to a new acquirer today
04/04/2017 | The Bank of Israel today granted an acquirer license to TRANZILA Ltd. TRANZILA is expected to begin operating within several months as the fourth acquirer in Israel’s payment card market, and will compete against the existing companies.
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Banking ID Card to be Sent Tomorrow to all Households and Small Businesses
26/02/2017 | The Banking Supervision Department urges the public to reduce the costs of managing their accounts, by using the annual report—“Banking ID Card”—that will be sent to bank customers by the banking corporations.
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The Semiannual Report on Common Banking Service Fees for Households was Presented to the Knesset Economic Affairs Committee
01/02/2017 | The report is based on reports by the banks and credit card companies of actual revenue from fees they collected in the first half of 2016.
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The Banking Supervision Department announces further measures to benefit households, in the area of fees and fairness in debt collection
09/11/2016 | The Banking Supervision Department is holding a professional conference today, entitled “The Customer at the Center”.
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A new measure from the Banking Supervision Department to benefit customers: A reduction in current account fees for 200,000 senior citizens and citizens with disabilities
19/09/2016 | 200,000 senior citizens and citizens with disabilities have been moved to a low-cost fees track at the bank where they manage their accounts, and will save up to hundreds of shekels per year, with the total savings reaching NIS 36 million per year.
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Another Banking Supervision Department measure on behalf of the public: A new system to locate money held at banks
12/09/2016 | The Bank of Israel Banking Supervision Department today is launching a system that will enable bank customers to locate—easily and at no cost—bank accounts and deposits with no transactions, as well as deceased individuals’ accounts.
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Public Enquiries Report: The Banking Supervision Department’s Handling of Public Enquiries and Complaints in 2015
10/08/2016 | In 2015, the Unit handled about 18,000 telephone enquiries and about 5,000 written complaints, enquiries and requests for information. Only about 11 percent of the complaints were found to be justified.
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The Semi-Annual Report on the Prices of Common Banking Services Is Submitted to the Knesset Economics Committee
26/07/2016 | The Semi-Annual Report on the Prices of Common Banking Services Is Submitted to the Knesset Economics Committee
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The Banking Supervision Department today published a new online banking policy
31/01/2016 | The Banking Supervision Department today published a new online banking policy that will enable customers to enjoy banking services that are more advanced, more convenient, and less costly
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The Banking Supervision Department takes steps to continue the trend of reducing fees paid by households for banking services
26/01/2016 | The Supervisor of Banks at the Bank of Israel, Dr. Hedva Ber, today submitted to the Knesset’s Economic Affairs Committee the semiannual report on fees paid by households for common banking services.
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The Ministry of Construction and the Banking Supervision Department announce a further extension of the process of refinancing mortgages
25/08/2015 | The Ministry of Construction and the Banking Supervision Department announce a further extension of the process of refinancing mortgages for eligible borrowers.
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The Semiannual Report on Common Banking Service Fees was presented today to the Knesset Economic Affairs Committee
16/07/2015 | The Bank of Israel urges the public to examine and compare the terms offered by the various banks and has made a variety of tools available to consumers on its website.
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The Banking Supervision Department’s Handling of Public Enquiries and Complaints in 2014
12/07/2015 | In 2014, the Public Enquiries Unit handled 5,555 written enquiries and complaints, of which 4,023 were complaints against a banking corporation’s conduct.
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The Banking Supervision Department and the Enforcement and Collections Authority are increasing fairness in debt collections at the banking corporations
04/05/2015 | The Banking Supervision and the Enforcement and Collections Authority have formulated principles with the objective of ensuring fairness and transparency in the debt collections processes
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The Banking Supervision Department is Promoting the Handling of Customer Complaints in the Banking System
02/04/2015 | Today, April 1, 2015, a Proper Conduct of Banking Business directive on handling public enquiries comes into effect
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The Ministry of Construction and the Banking Supervision Department announce an extension of the deadline for refinancing mortgages for eligible borrowers
30/03/2015 | The Ministry of Construction and the Banking Supervision Department announce an extension of the deadline for refinancing mortgages for eligible borrowers.
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The Banking Supervision Department announces further measures regarding banking fees
09/03/2015 | The Banking Supervision Department today announced further measures regarding banking fees..
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The Bank of Israel publishes recommendations and measures to introduce debit cards in Israel and to increase competition in the payment card industry
10/02/2015 | The Bank of Israel is adopting measures to expand the distribution and use of debit cards, which is expected to lead to increased competition in the payment card industry
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The Banking Supervision Department announces a reduction in the number of fees, including in the debit/credit cards and settlement areas
01/02/2015 | The Banking Supervision Department announces a reduction in the number of fees, including in the debit/credit cards and settlement areas.
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The Banking Supervision Department publishes the report on regulatory directives in the bank-customer area for 2014
01/02/2015 | The main role of the Banking Supervision Department is to protect the public interest, both by maintaining the stability of the banking system, and by strengthening fairness in relations between the banks and their customers
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The Semiannual Report on Banking Service Fees was presented today to the Knesset
06/01/2015 | The Supervisor of Banks, David Zaken, today (Tuesday, January 6, 2015) presented the Semiannual Report on Households’ Banking Service Fees to the Knesset Economic Affairs Committee.
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The Banking Corporations Sanctions Committee decision regarding infringements by Poaley Agudat Israel Bank Ltd. of directives under the Prohibition on Money Laundering Law
31/12/2014 | The Banking Corporations Sanctions Committee decided to impose a financial sanction of NIS 2.3 million on Poaley Agudat Israel Bank Ltd. for infringements of directives issued under the force of the Prohibition on Money Laundering Law.
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The Banking Supervision Department calls to join the fee tracks service for current accounts
20/10/2014 | The Banking Supervision Department is initiating a public information campaign to raise customer awareness of their ability to lower the cost of managing a current account and to encourage competition over fees in the banking system.
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The Supervisor of Banks announces additional easing measures for bank customers in light of the security situation
27/07/2014 | The Supervisor of Banks is expanding the easing measures granted to individuals and businesses operating in areas 0-40 kilometers from the Gaza Strip
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New rules for the regulation of non-banking benefits given to customers of banking corporations
06/07/2014 | The Banking Supervision Department today published an amendment to the directive restricting banking corporations in giving non-banking benefits...
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The Semiannual Report on Banking Service Fees was presented to the Knesset Economic Affairs Committee
02/07/2014 | The Supervisor of Banks, David Zaken, yesterday (Tuesday, July 1, 2014) presented the Semiannual Report on Households’ Banking Service Fees to the Chairman of the Knesset Economic Affairs Committee, MK Avishay Braverman.
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The Supervisor of Banks is publishing a document on establishing credit unions in Israel for comments by the public
16/06/2014 | Supervisor of Banks David Zaken today published a draft for comments by the public regarding the benchmark conditions for establishing credit unions in Israel, and the stages required for their establishment.
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The Banking Supervision Department’s Handling of Public Enquiries and Complaints in 2013
01/06/2014 | The Banking Supervision Department’s Handling of Public Enquiries and Complaints in 2013.
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New Banking Supervision Directive on opening and managing a current account with no credit facility
28/05/2014 | The Supervisor of Banks has issued a Directive defining the instances in which a banking corporation must accede to a customer’s request to open a current account with no credit facility.
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The Banking Supervision Department is Acting to Enable the Opening of Bank Accounts via the Internet
30/04/2014 | The Supervisor of Banks today sent a draft of a new Proper Conduct of Banking business Directive to the banking corporations for their comments, according to which it will be possible to open bank accounts via the Internet in the banking system.
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The Banking Supervision Department announces a reduction in the number of fees for credit and settlement cards
30/04/2014 | The Banking Supervision Department announces a reduction in the number of fees for credit and settlement cards.
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The program of different tracks for current account fees takes effect today
01/04/2014 | The amendment to the Banking Regulations (Customer Service)(Fees), 5768–2008 requiring banks to include the basic track and the expanded track within the current account management services they offer their clients takes effect today, April 1, 2014.
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The Banking Corporations Sanctions Committee decision regarding infringements by the Bank of Jerusalem of directives under the Prohibition on Money Laundering Law
26/03/2014 | The Banking Corporations Sanctions Committee decision regarding infringements by the Bank of Jerusalem of directives under the Prohibition on Money Laundering Law.
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Another step to make switching between banks easier - simplifying the process of transferring authorized debits
26/03/2014 | Another step to make switching between banks easier - simplifying the process of transferring authorized debits.
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The price of the basic and uniform basket of current account management services will be under supervision and will not exceed NIS 10 a month
05/03/2014 | The price of the basic and uniform basket of current account management services will be under supervision and will not exceed NIS 10 a month.
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The Semiannual Report on Banking Service Fees was presented today to the Knesset Economic Affairs Committee
02/01/2014 | The Supervisor of Banks, David Zaken, today (January 2, 2014) presented the Semiannual Report on Households’ Banking Service Fees to the Knesset Economic Affairs Committee.
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More businesses to be assigned to the less expensive “small business” retail price list
31/07/2013 | As of tomorrow, August 1, 2013, Amendment 2 to the Banking Regulations (Customer Service)(Fees), 5768–2008 will come into force.
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Encouraging banking competition and increasing transparency
08/07/2013 | The Banking Supervision Department continues to implement the recommendations of the Team to Examine Increasing Competitiveness in the Banking System, and has published new Draft Directives concerning
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The Supervisor Advances a Uniform Basket of Current Account Services
24/06/2013 | The Banking Supervision Department announces its intention to take a further step in improving competition and increasing transparency in the management of current accounts.
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Expanding information for those having difficulties repaying mortgages
06/05/2013 | The Supervisor of Banks is acting to expand information for those who are having difficulties repaying mortgage loans
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Report of the activity in the Handling of Public Enquiries and Complaints in 2012
10/04/2013 | In 2012, the Banking Supervision Department dealt with 6,095 written enquiries and complaints from customers of the banks and credit card companies, and responded to about 16,400 telephone enquiries.
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Requirements to locate customers with whom contact has been lost
04/04/2013 | The Banking Supervision Department has formulated draft legislative amendments to ensure that banks act effectively to locate customers with whom contact has been lost and to maintain the value of the funds held in such accounts.
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The BOI promotes change of calculation of early repayment of a mortgage
28/03/2013 | The main change: Neutralization of the borrower's risk component
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Summary report of the team to examine banking competitiveness
19/03/2013 | The Team to Examine Increasing Competitiveness in the Banking System publishes a Summary Report including its final recommendations The aim is to bolster competition and increase the consumer power of households and small businesses
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The Semiannual Report on Banking Service Fees was presented today to the Knesset Economic Affairs Committee
01/01/2013 | The Supervisor of Banks, David Zaken, today (January 1, 2013) presented the Semiannual Report on Banking Service Fees to the Knesset Economic Affairs Committee.
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Supervisor of Banks acts to reduce household and small businesses fees
28/11/2012 | The steps are intended to increase the competition for households' short term savings and to improve households' ability to compare securities activities
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Proper Banking Conduct Begins at a Young Age
24/10/2012 | The Bank of Israel's Banking Supervision Department relaunches its financial education publicity campaign for youth.
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The Supervisor of Banks has begun the process of implementing the recommendations regarding fees of the team to increase competitiveness in the banking industry
23/08/2012 | The Supervisor of Banks today issued a draft amendment to the Banking Regulations regarding fees
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The Bank of Israel Publishes Today the “Annual Information on the Banking Corporations, 2007–2011”
30/07/2012 | The Bank of Israel Publishes Today the “Annual Information on the Banking Corporations, 2007–2011”
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Semiannual Report on Prices of Common Banking Services
16/07/2012 | Semiannual Report on Prices of Common Banking Services
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The team to examine how to increase competitiveness in the Banking System submitted its interim report to the Minister of Finance and to the Governor of the Bank of Israel.
16/07/2012 | The team to examine how to increase competitiveness in the Banking System submitted its interim report to the Minister of Finance and to the Governor of the Bank of Israel.
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Imposing of financial sanctions on bank corporations
13/03/2012 | Imposing of financial sanctions on bank corporations
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Banking Supervision Department: Credit card companies reported that they have identified the customers whose credit card details were exposed on the Internet
03/01/2012 | Banking Supervision Department: Credit card companies reported that they have identified the customers whose credit card details were exposed on the Internet
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The Banking Supervision Department: Gradual decline continues in monthly household expenditure for current accounts and credit cards
02/01/2012 | The Banking Supervision Department: Gradual decline continues in monthly household expenditure for current accounts and credit cards
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An amendment to a Supervisor of Banks directive will improve customers' ability to track their credit card charges, by increasing the disclosure on monthly transaction statements
20/11/2011 | An amendment to a Supervisor of Banks directive will improve customers' ability to track their credit card charges, by increasing the disclosure on monthly transaction statements
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Increased protection of individual customers using checks:Beginning today, banks will issue to their customers checks with limited negotiability, unless the customer specifically requests otherwise
27/09/2011 | Increased protection of individual customers using checks:Beginning today, banks will issue to their customers checks with limited negotiability, unless the customer specifically requests otherwise
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The Banking Supervision Department launches a financial education publicity campaign aimed at youngsters, with a focus on banking
03/08/2011 | The Banking Supervision Department launches a financial education publicity campaign aimed at youngsters, with a focus on banking
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Removal of files of restricted accounts, and of customers restricted in aggravated circumstances, from the Bank of Israel website
17/05/2011 | Removal of files of restricted accounts, and of customers restricted in aggravated circumstances, from the Bank of Israel website
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The Activity of Banking Supervision in the Handling of Public Enquiries and Complaints in 2010
05/04/2011 | The Activity of Banking Supervision in the Handling of Public Enquiries and Complaints in 2010
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Further to a High Court ruling and a Banking Supervision directive-The process of amending the Standard Contracts: Opening a Checking Account in the Banking System was completed on April 1, 2011. The Banking Supervision welcomes the successful conclusio
03/04/2011 | Further to a High Court ruling and a Banking Supervision directive-The process of amending the Standard Contracts: Opening a Checking Account in the Banking System was completed on April 1, 2011. The Banking Supervision welcomes the successful conclusio
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