Difficulties at Postbank: Customers complain about problems with account access and long processing times

Difficulties at Postbank: Customers complain about problems with account access and long processing times

Affected Postbank customers in Berlin and Brandenburg are complaining about problems accessing their accounts. According to a report by RBB, complaints about long processing times, poor communication and unavailability have increased. Postbank denies an IT change is the reason for the difficulties. Nevertheless, many customers have already complained to consumer advice centers and the RBB about their problems with the bank.

Postbank made an IT change at the beginning of the year and integrated the data of twelve million customers into the computer system of its parent company, Deutsche Bank. The aim was to save costs and offer better service. However, the transition does not seem to have gone smoothly, which has led to the current problems for customers. Financial expert Hermann-Josef Tenhagen describes the situation as a disaster and emphasizes that a well-functioning IT conversion also requires appropriate customer support.

Postbank states that there are no fundamental IT problems, but that these are “individual disruptions” for individual customers. However, the bank admits that there is currently an increase in inquiries regarding IT problems, which is leading to longer processing times. The consumer advocates have called in the banking regulator Bafin to monitor the processes at Postbank and restore normality.

Postbank says it has taken measures to shorten processing times for affected customers. Among other things, the number of service employees was increased. Nevertheless, since the beginning of the year, 60 customers in Brandenburg and 70 customers in Berlin have reported to the consumer advice center that they had problems with the bank. However, according to a spokeswoman for the consumer advice center, this is just the tip of the iceberg.

It remains to be seen how long Postbank will need to fix the problems and restore customer trust. Efficient handling of IT problems and good communication with affected customers are crucial to avoid a decline in customer numbers and the associated economic loss.

According to a report by www.berliner-kurier.de,
How www.berliner-kurier.de reported.