Official Statement from InfinBank
InfinBank has responded to a complaint from social media regarding an ATM's operation.The complaint was thoroughly investigated by InfinBank.
The investigation established that on May 18 of this year, a customer contacted the Bank's call center to report that his card was stuck in an ATM. This report was forwarded to the responsible employees, and the card was delivered to the Bank's Operations Department on the same day.
Subsequent attempts to reach the client were unsuccessful due to technical issues with his phone number. Following a repeat inquiry from the customer on May 22, he was contacted on May 25 and the card was returned. An apology was also extended on behalf of the Bank for the inconvenience caused.
InfinBank considers providing customers with convenient, secure, and reliable banking services to be one of its highest priorities.
The bank is consistently working to expand its ATM network, modernize its infrastructure, and increase service coverage.
Currently, the InfinBank network operates 1,450 ATMs. 750 of these were acquired in November–December 2023; these additions are aimed at expanding our capabilities to provide more convenient and faster service to the population.
The bank is continuing its systematic efforts to ensure stable ATM operation, improve maintenance processes, and resolve any potential malfunctions as quickly as possible.
In parallel, by more effectively organizing the operations of our call center and technical specialists, we are strengthening our system for prompt and high-quality responses to customer inquiries.
We view every customer inquiry as an important factor that helps us further improve the quality of our banking services. We will continue to take the necessary organizational and technical measures to prevent similar situations from occurring in the future.
We apologize to our customers for any inconvenience caused and thank them for their trust, feedback, and patience.