BFA leads the ranking of complaints and reports for all banks in Angola.

In the first three months of this year alone, the bank that is the biggest producer of profits in the national banking system accumulated over two thousand complaints on various matters. Despite the complaints, the bank continued to declare profits to its shareholders, closing the quarter with 47.7 billion Kz.

Banco de Fomento Angolano (BFA) leads the ranking of complaints and reports in the Financial System, with a total of 2,205 complaints regarding debit cards, automatic teller machines (TPA) and salary accounts, according to the Complaints Report of the I quarter of the year, released today by the National Bank of Angola (BNA).

Despite the complaints, the bank that has flowers in its brand continued to declare profits to its shareholders, closing its balance sheet for that period at 47.7 billion Kz from January to March.

The volume of complaints and reports in the period under analysis is 16,548, having grown by 105.97% compared to the same period last year, which amounted to 6,719. This increase is driven by the use of new services from the Payment Service Provider, Africell Mobile Money.

Customers complain about difficulties in accessing the application, non-availability of cash in ATMs, slow activation and inoperability of cards, service at counters, undue charges for debt amounts, commissions and expenses (late interest), loading limitations or ceilings, among others.

Regarding the total number of commercial banks, the Central Bank registered 6896 complaints from 11 commercial banks, of which BFA bank observed the largest number (2205), followed by BAI (1565), Standard Bank (1176) and, ultimately, the Keve bank with the lowest number of complaints and reports (26).

In terms of records from non-systemic institutions, the average is 213.13 complaints, for every 50 thousand customers. Among these institutions, Banco Valor (229), Yetu (206) and, finally, Access Bank are in first place with only two complaints.

Regarding non-bank Financial Institutions, the Afrimoney service has the largest volume (8453), followed by Unitelmoney (532) and finally Nova Câmbios with only one complaint in terms of service provision.

However, the basis of the complaints are ATM services, mobile banking, internet banking, transfers, consumer credit, salary accounts, credit cards, pre-paid, current deposit accounts, service provision and foreign operations.