The National Bank of Angola (BNA) forced banking institutions to return 330 million kwanzas that they charged in account maintenance fees without their customers having contracted the dedicated manager service
A movement that occurred due to complaints that resulted from the registration of more than 3 thousand improper movements in bank accounts from 2019 to date, as shown by data from the regulator.
There are 3 thousand and 80 improper transactions, representing a total of 2% of the total volume of processes associated with different banking products and services, but still with a downward trend.
After a significant increase in 2021, there is now a drop due to the decreasing trend in the volume of complaints resulting from the intervention of various actors in the Angolan Financial System (SFA).
A set of actions that are embodied in the various actions of the BNA, which, in addition to the financial education campaigns it has carried out, identified and tried to combat non-compliance in the actions of some institutions.
It can be seen that of the majority of complaints, 45% are linked to issues related to current deposit accounts, 24% linked to charges and another 15% linked to debit cards.
Conversely, complaints linked to the “bankita” account, term deposit and mobile banking, all with 1%, are those with the fewest complaints recorded.
At the intermediate level, there were processes linked to “salary account” complaints with a weight of 5% of total complaints.
In the period from 2019 to 2023, a total of 142,006 complaint processes were registered with the SFA, of which 3,080 concerned allegations of improper account movement.
By: Ladislau Francisco