Deutsche Bank and Postbank branch reductions: financial expert criticizes customer service

Deutsche Bank and Postbank branch reductions: financial expert criticizes customer service

According to a report by www.zeit.de, the head of the Federal Association of Consumer Advice Centers, Ramona Pop, sharply criticized the planned large-scale branch reductions at Postbank. She described the news that almost half of the branches would be closed as a “sheer mockery” for customers. Instead, Pop demands that Deutsche Bank improve customer service instead of weakening it by closing branches.

Deutsche Bank plans to close up to 250 of the current 550 Postbank branches within the next two years. This step comes after massive problems with the IT migration to Deutsche Bank, where Postbank and DSL Bank had significant difficulties. Customers couldn't access their accounts and customer service was difficult to reach. Customer complaints to consumer advocates have increased dramatically - from around 1,700 complaints this year to almost three times as many as in the entire previous year.

These massive IT migration problems and the sharp increase in complaints can have long-term effects on the market. Deutsche Bank could lose customer trust and damage Postbank's brand. Closing branches could reduce accessibility for customers and lead to a further loss of trust. Improving customer service and resolving IT issues are therefore crucial to rebuild customer trust and avoid long-term negative impacts on the market.