Saudi banks banned from using WhatsApp for customer service

SAUDI ARABIA: Instead, banks must implement in-app Live Chat or ChatBot services to ensure secure and compliant communication with customers.

SAMA’s directive falls in line with its regulatory authority and commitment to strengthening cybersecurity standards across financial institutions. Banks must also train employees across branches, customer service, and marketing divisions to comply with the new policy while adhering to personal data protection laws.

Alongside this move, the Media and Awareness Committee at Saudi Banks has warned of a surge in fraud cases, where scammers impersonate charities and public figures to solicit fake donations through social media and messaging apps.
Rima Al Qahtani, head of fraud control at Arab National Bank, stressed that no official entity requests fees to process donations. Customers are urged to use the secure SADAD system for bill payments and immediately report suspicious activity to their bank.