The data comes from the National Bank of Angola (BNA) report on the ranking of SFA complaints, to which Lusa had access this Wednesday, and indicates that an average of 5516 cases were registered per month in the period under analysis.
Complaints registered in the months of January, February and March correspond to increases of 105.97 percent compared to the previous quarter, which registered a total of 8034 cases, and 146.29 percent compared to the same period in 2023.
Mobile banking and ATM services are among the main complaints from consumers during this period.
According to the BNA, the exponential increase in the volume of complaints compared to the same period last year is related to the entry into operation of a new company providing payment services, Africell Mobile Money, with a portfolio of more than 8.5 million accounts registered.
The increased awareness of customers of financial institutions regarding the defense of their rights and interests also contributed to the increase in the volume of complaints, maintains the central bank.
Complaints linked to the mobile banking service, ATMs (difficulties in accessing the application), ATMs (non-availability of cash), debit cards (slow activation process and inoperability), current deposit accounts (due to allegations of improper transactions ), provision of services (slow service), internet banking (due to slow operations), prepaid cards (due to difficulties in charging operations) account for almost 97 percent of complaints.
According to the BNA, systemic banking financial institutions (the most relevant due to their size) registered, in this period, an average of 47.3 complaints per 100 thousand customers, with Banco de Fomento Angola (BFA), Banco Angolano de Investimentos (BAI), Standard Bank Angola (SBA), Banco BIC and Banco de Poupança de Crédito (BPC), are at the top of the complaints.
Non-systemic banking financial institutions registered an average of 213.3 complaints per 50 thousand customers in the first three months of 2024, while non-banking financial institutions registered an average of 12.8 complaints per 50 thousand customers.
