The data appears in the annual report of the National Bank of Angola (BNA) which justifies the increase in complaints with the greater awareness of national consumers regarding their rights.
Of the total number of complaints, 91 percent of the processes have already been completed, with the remainder being analyzed.
Among the most complained about matters are automatic teller machines (STM) and TPA, which account for 22 percent of complaints, motivated by non-availability of cash due to time exceeded or banknotes not withdrawn, anomalies or communication failures with the service provider network and statements or information that differ from the account balance, negligence in the use of card security elements and suspicion of fraud.
Soon after, issues related to debit cards arise, with 21 percent of total consumers complaining about slow activation and operations not carried out/recognized due to the Multicaixa network's debit cards not working.
Current deposit accounts recorded 13 percent of complaints due to improper account movement, slow operations due to instabilities in the systems, non-delivery of statements or discrepancies in balances, undue blocking of accounts and captive amounts as instructed by the courts.
Next in the ranking of the ten main complaints are the provision of services (11 percent), Internet Banking, consumer credit, transfers and Mobile Banking (banking services via cell phone), with approximately 5 percent of complaints, pre-paid cards, paid and salary accounts, with around 3 percent and 2 percent of the total, respectively.
