Problems at Postbank and DSL: Customer complaints are increasing sharply

Problems at Postbank and DSL: Customer complaints are increasing sharply

According to a report by www.bild.de The consumer advice centers continue to receive many customer complaints about problems with the Deutsche Bank subsidiaries Postbank and DSL. Since the beginning of the year, 1,700 complaints have been received from customers of the two institutes, which is almost three times as many as in the entire previous year. Postbank had already announced that the problems would end in September, but the IT problems could not be solved by then. Deutsche Bank boss Christian Sewing admitted that they had not lived up to their responsibilities and had disappointed customers.

The integration of Postbank IT into Deutsche Bank has been underway since spring of this year. As part of this IT change, twelve million Postbank customers have been gradually brought together on one platform with seven million Deutsche Bank customers in Germany since last year. However, numerous problems continued to arise in the processing of customer concerns.

The consumer advice centers recorded more than 1,100 complaints about Postbank and DSL in the third quarter alone. Blocked accounts, failed rental transfers or delayed follow-up financing can have serious consequences. Consumers have reported receiving conflicting messages from customer service representatives and not receiving prompt assistance with problems. Deutsche Bank did not organize adequately trained customer support staff for the project.

Postbank states that the majority of processing has returned to normal operations. Setting up a seizure protection account takes an average of four days and blocked accounts are released within two days on average. DSL Bank is also making good progress with the disbursement of construction financing. The goal is to return to normal operations by the end of October, but problems could still arise after that.

The massive occurrence of IT problems at Postbank and DSL can have a significant impact on both the market and consumers. Customers could lose trust in the bank and look for other banks. The long-lasting problems could also have a negative impact on Deutsche Bank's image. In addition, affected customers could suffer financial losses or delays in important transactions. Deutsche Bank must respond quickly and effectively to satisfy customers and restore trust.

Source: www.bild.de