3 years ago
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ARTICLE AD BOX
Capitec saw the biggest increase in customer complaints in 2022, says Ombudsman for Banking Services (OBS) Reana Steyn.
In a report released this week, she said her office received 47,819 calls from customers complaining about South Africa's banks in 2022, compared with 41,880 in 2021.
Active cases per month for 2022 averaged 1,424, compared with 1,504 in 2021, with Steyn's team taking an average of 67 days to close a case compared with 70 in 2021.
Capitec grievances rose by 11% from 1,651 to 1,826, while Standard Bank dropped by 31% from 2,070 to 1,385 and FNB decreased by 21% from 1,452 to 1,147. Absa had the lowest number of cases among the big banks, with 1,068 cases, compared with 1,063 in 2021.
The biggest subcategories of complaints were mobile banking fraud and vishing.
“As always, the types of complaints the OBS had to deal with covered a wide spectrum, with digital banking, current accounts and personal loans at the top end and Covid-19 complaints and business banking among the bottom categories,” Steyn said.
“The number of files opened in 2022 per bank is not necessarily indicative of the individual bank’s complaints handling performance or performance in general, for that matter. Banks vary considerably in size, client profile and product mix, and these factors all impact on the number of complaints made against a bank," Steyn said.
English (US)