Indian online banking users face shocking hidden charges and interface interference: Survey

A recent survey conducted by LocalCircles sheds light on widespread concerns among online banking users in India regarding deceptive practices commonly referred to as "dark patterns." The survey, which garnered over 44,000 responses from users across 363 districts, revealed a troubling trend of encountering hidden charges, interface interference, and subscription traps on online banking portals.

Among respondents, a staggering 63% reported instances of hidden charges associated with online transactions. These charges, often undisclosed upfront, were later deducted from users' accounts, prompting frustration and a sense of deception.

Of the 11,390 individuals surveyed, 36% reported experiencing such hidden charges frequently, while 27% indicated occasional occurrences and 9% reported rare instances.
Interface interference

Furthermore, 41% of participants revealed experiencing interface interference during online banking activities. This interference involved the presentation of additional products or services for purchase while engaging in transactions. Of the 11,152 respondents, 23% reported frequent occurrences of interface interference, 18% experienced it occasionally, and 27% encountered it rarely.

Interestingly, 27% of survey participants claimed to have never experienced interface interference, while 5% were uncertain about their encounters.

Another prominent issue highlighted by the survey was subscription traps, with 32% of users reporting encountering such traps. These traps ensnare users into ongoing subscriptions, making it challenging to cancel, typically requiring in-person visits or contacting customer service during limited business hours.

The survey findings underscore the pressing need for enhanced transparency and accountability within the online banking sector. Deceptive practices not only undermine user trust but also pose financial risks. As online banking continues to grow in popularity, regulators and banking institutions must prioritize consumer protection measures to address these concerns and ensure a fair and transparent banking experience for all users.