Nest Bank to charge fees for telephone assistance

Nest Bank will introduce a new fee for telephone assistance starting December 1, 2026. Customers will be charged 17 PLN if they request a consultant to perform simple operations that can be completed independently via mobile banking or online services.

Specific tasks subject to the fee include checking account balances, verifying transaction history, and ordering standard transfers. The bank aims to encourage the use of digital tools and its AI-powered virtual assistant, N!Asystent, to handle repetitive inquiries.

Several services will remain free of charge, including emergency security matters such as blocking cards, reporting unauthorized transactions, and filing complaints. Other exempt services include changing personal data, managing power of attorney, exercising GDPR rights, and managing accounts for minors. Technical outages of the bank's digital platforms will also exempt customers from these fees.