The report by the National Bank of Angola on the "Ranking of Complaints of the Angolan Financial System in the 4th Quarter of 2024" shows, however, an improvement in the months of October, November and December 2024 compared to the previous quarter, with a drop of 11.31 percent in registered complaints.
The Bank attributes the increase in complaints compared to the same period last year to greater awareness among customers of financial institutions, as well as to the "exponential growth in complaints about debit cards, caused by constraints registered in the communication of some banks with the services of the Interbank Services Company (Emis) between June and October 2024".
During the period in question, nine products/services were the subject of complaints, namely debit cards, provision of services, current accounts, ATMs/TPA [Automatic Payment Terminal], 'Mobile Banking' transfers, consumer credit and the credit card product, together accounting for 94.05 percent of all complaints.
In the ranking of financial institutions, in the last three months of 2024, Banco de Fomento de Angola (BFA), a systemically important bank, i.e. with more than one million customers, leads the list of complaints, with 2817 complaints registered about debit cards, ATMs/TPA and current accounts.
Banco Angolano de Investimentos (BAI) comes in second place with 926 complaints (current accounts, prepaid cards and consumer credit), followed by Banco de Poupança e Crédito (BPC) (ATMs/TPA, current accounts and consumer credit) and Banco BIC (ATMs/TPA, bank overdrafts and current accounts) with 848 and 570 complaints, respectively.
The list of most relevant banks with the most complaints also includes Banco Millennium Atlântico, with 451 complaints (provision of services, current accounts and ATMs/TPA), and Banco Sol, with 378 complaints (current accounts, debit cards and consumer credit).
Non-systemic banking financial institutions registered, in the fourth quarter of 2024, an average of 213.1 complaints for every 50,000 customers.
