According to consumer advice centers, complaints about problems at Postbank continue. In the third quarter alone there were more than 1,100 complaints from affected customers about poor service.
According to information from consumer advice centers, the Deutsche Bank subsidiaries Postbank and DSL continue to receive many customer complaints about service problems. The Federal Association of Consumer Advice Centers (VZBV) announced today that 1,700 complaints from customers of the two institutes have been counted since the beginning of the year. Between January and September that was almost three times as many as in the entire previous year.
In the third quarter alone, more than 1,100 complaints were received about Postbank and DSL Bank, which specializes in real estate financing and private loans.
Association demands compensation
According to the association, poor accessibility to the bank and many service problems were reported to the consumer advice centers. For example, consumers reported that they received contradictory statements from customer service employees. “They would declare that they are not responsible or cannot do anything,” said VZBV boss Ramona Pop.
Apparently, the management of Deutsche Bank did not organize adequately trained customer service staff for the project, said Pop. She demanded that the company compensate consumers quickly and unbureaucratically and to guarantee full compensation for damages in writing.
Blocked accounts, non-executed rent transfers or delayed follow-up financing could have serious consequences, said the association chairwoman. It is “doubly fatal” if customers do not receive quick help with such problems.
Deutsche Bank reports progress
Most recently, Deutsche Bank reported progress in resolving issues that arose during an IT transition. Last year, twelve million Postbank customers were gradually brought together on one platform with seven million Deutsche Bank customers in Germany.
The progress particularly affects seizure protection accounts and payouts of construction financing at DSL, a spokesman said on Friday. “The majority of the work relating to seizures has returned to normal operations at Postbank.” This primarily includes setting up a seizure protection account or releasing blocked accounts.
According to the information, a total of 22 of several hundred service processes at Postbank were affected by the backlog. Ten of these are now on track for processing times, and another six will be back in normal operation by the end of October, said the spokesman.
“The remaining six service processes, most of which are less noticeable for customers, will follow as announced by the end of the year.” This involves, for example, processing undeliverable mail from customers who have moved unknown and have not provided their new address.
BaFin ordered Special Representative
Because of the problems, the financial regulator BaFin has now also intervened and appointed a special representative for Deutsche Bank. He should ensure that the restrictions are removed quickly.
Deutsche Bank boss Christian Sewing recently said that he expected normal operations to return to normal operations on issues such as seizure protection accounts during October. He sees a similar trend with loan disbursements. However, you also need the fourth quarter to reduce all backlogs.