Standard Bank gives more customers the blues‚ says ombudsman
Standard Bank attracts more complaints to the banking ombudsman than any of its competitors. The ombudsman's annual report‚ released on Wednesday‚ said it opened just over 5‚000 cases in 2015. Most of the cases were solved by banks but the ombudsman closed 1‚468 after investigation.Standard Bank‚ with 11.6 million clients‚ received 1‚530 complaints‚ the top amount across all the major banks. It was followed by FNB‚ Nedbank‚ Absa and Capitec.ATMs dominated the ombudsman's caseload‚ accounting for 1‚530 complaints‚ but only one in five were resolved in favour of the consumer. The ombudsman said this suggested ATM users were still not protecting PINs and passwords properly.The second largest category of complaints was internet banking‚ followed by mortgage finance‚ personal loans and credit cards.Overall‚ 73% of complaints were resolved in favour of the banks.While Standard Bank ranked top for complaints‚ it was the only “big five” bank where customer complaints declined from 2014‚ by 6.1%.Complaints about Nedbank grew by 43.3%‚ followed by Absa (24.3%)‚ FNB (18.2%) and Capitec (8.1%)TMG Digital/The Times..
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