Saudi Banks Prohibited from Using WhatsApp for Customer Service Support

Post by: Layla Badr

The Saudi Central Bank (SAMA) has officially stopped local banks from using instant messaging apps like WhatsApp to communicate with customers. The main reason for this ban is that these apps are not fully reliable and may put customer data at risk.

SAMA, as the top financial authority in Saudi Arabia, is focused on making sure banks follow strict security rules. This new decision is part of its ongoing efforts to protect customers and maintain high-security standards in the banking sector.

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To continue providing smooth customer service, banks are now required to use safer options. These include in-app Live Chat and ChatBot services, which are more secure and ensure that customer information stays protected. Additionally, banks must follow all rules related to personal data protection. Employees working in branches, customer service, and marketing need to be trained on these new rules so they can help customers properly.

At the same time, Saudi banks have issued a warning about an increase in fraud cases. Scammers are pretending to be representatives of charities or well-known public figures, asking people for fake donations through social media and messaging apps. These fraudsters often use fake documents and stamps to trick people into paying fees, claiming the money is needed to process financial help.

Rima Al Qahtani, who leads the fraud control team at the Arab National Bank, has made it clear that no real charity or government agency asks for payments to arrange donations. She strongly advises people to use the secure SADAD system for paying bills and to report any suspicious activity to their bank immediately.

These steps are part of a larger effort by Saudi banks to fight financial fraud. Through national awareness campaigns, banks are working to educate the public and strengthen security measures, helping customers stay alert and safe from cyber threats.

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