Finances - Deutsche Bank: Longer processing of Postbank problems
Deutsche Bank will not get all the problems at Postbank under control by the end of the year as promised. "We have made a lot of progress in working through the backlog of customer inquiries since the summer - also thanks to more than 800 additional employees for these tasks," said a Deutsche Bank spokesperson on Wednesday in response to an inquiry. "The processing of the remaining backlogs is complex and takes more time in some cases. We will therefore finalize some of these cases at the beginning of 2024." "Handelsblatt" had previously reported on this.
In the current year, complaints from Postbank customers had increased, particularly in connection with an IT changeover in which twelve million Postbank customers were merged with seven million Deutsche Bank customers in Germany on a common platform in several waves. Postbank customers complained, for example, that they were unable to access their accounts at times, accounts were blocked or direct debits were no longer honored. Customer service was difficult to reach or unable to solve problems.
Trouble with seizure protection accounts
There was also trouble with seizure protection accounts, in which people in debt can protect a certain balance from seizure so that they have money available for rent and electricity, food and medication, for example.
At the beginning of September, the financial supervisory authority Bafin ran out of patience: Since the turn of the year 2022/2023, "considerable impairments in the processing of customer business at Postbank" have been observed, the authority reprimanded and called on the bank to "remedy the restrictions in customer service as quickly as possible". Since then, a special representative of Bafin has been monitoring progress.
Deutsche Bank CEO Christian Sewing publicly apologized shortly afterwards and promised that the problems at Postbank, which is part of the Group, would be resolved by the end of the year: "Overall, this is a situation for which we can only apologize." The bank had not lived up to its responsibilities and had greatly disappointed customers.
Customers can apply for compensation online
At least some Postbank customers should now be able to obtain compensation more easily, as the bank announced: since 8 a.m. on Wednesday, customers who were affected by delays in garnishment requests can apply for up to 1000 euros in compensation online via the Postbank website. The damage must have been caused by delayed processing in connection with a garnishment, insolvency or when setting up or deregistering a garnishment protection account. Customers must provide evidence, such as reminder costs or interest on arrears, to prove that they have suffered damage.
"The process is digital, so Postbank customers do not have to visit a branch to assert their claims," explained the Deutsche Bank spokesperson. "Once the claims have been submitted, justified claims for compensation are usually reimbursed by the end of the following month."
Bafin on special representative 2.10.2023 Bafin on problems at Postbank 4.9.2023 Consumer advice center NRW on Postbank problems 23.8.2023 Postbank on IT relocation Consumer advice center NRW: Bafin called in 8/23/2023 Federal Association of Consumer Organizations on complaints about Postbank 7/19/2023 Questions and answers on the garnishment protection account Postbank on complaints management Deutsche Bank on the latest tariff agreement 3/23/2022 Postbank: Online application for damages
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- The Federal Financial Supervisory Authority (Bafin) expressed concern about the delays in processing customer issues at the Deutsche Bank-owned Postbank, calling for swift improvement in customer service.
- In North Rhine-Westphalia, handouts were distributed to Deutsche Bank customers affected by the Postbank issues, providing relief during the prolonged complex resolution process.
- The Finance Ministry of Hesse launched an investigation into the Postbank problems, seeking accountability and ensuring compliance with banking regulations throughout Germany.
- In response to the Postbank problems, a parliamentary inquiry in Frankfurt, Germany, focused on oversight and accountability, demanding solutions for affected customers and addressing concerns about the bank's operations.
- Deutsche Bank and Postbank faced criticism in Bonn's Handelsblatt, with articles highlighting the bank's failure to meet customer service expectations, leading to calls for improved transparency and performance.
Source: www.stern.de
