Since the turn of the year (2022/2023), BaFin has observed considerable disturbances in the handling of customer business at Postbank. Alongside various disruptions to online and mobile banking and the limited availability of telephone customer services, the disturbances include long processing times for bank account attachment and inheritance matters, account closure/settlement and the repayment of savings deposits. In particular, there have been considerable disturbances in the opening and management of accounts exempted from attachment (Pfändungsschutzkonten), which has had a substantial impact on customers in some cases. This was the subject of a press release by the Verbraucherzentrale Nordrhein-Westfalen dated 23 August 2023.

Requirements under supervisory law

BaFin expects the companies under its supervision to provide their services with the minimum possible disruption. As part of this, the availability of online banking must be ensured to allow customers to carry out banking transactions at all times. Institutions must also comply with the relevant statutory deadlines for the protection of customers, which include deadlines for setting up accounts exempted from attachment as well as for adjusting attachment exemption limits. Furthermore, institutions must be able to process customer orders within a reasonable period of time, for example in the case of account attachment and inheritance matters.

Action taken by BaFin

BaFin reacted to the information about disturbances in the handling of customer business immediately and called upon the company to resolve its customer service issues as quickly as possible and comply with its statutory customer protection obligations.

On 29 September 2023, BaFin appointed a special representative for Deutsche Bank AG. The special representative is tasked with monitoring the bank to ensure that it quickly and comprehensively resolves the disturbances affecting the retail banking business of its Postbank and DSL Bank branches.

The special representative will report regularly to BaFin. They will focus on ensuring that the bank processes its customers’ orders within a reasonable time and that it quickly works through its backlog of outstanding customer orders.

BaFin has taken this measure to protect the collective interests of consumers.

Responses to complaints

BaFin has received an unusually large number of complaints about the abovementioned disturbances in the handling of customer business and takes these complaints very seriously, particularly in view of the significant consequences for some customers.

Consumer complaints are important for BaFin’s work in general. They provide information that is essential for BaFin’s supervision of the financial system and individual market participants.

Due to the large number of similar complaints and questions regarding Postbank in connection with the above-mentioned issues, BaFin will no longer provide consumers with information about this matter individually and is instead communicating via this announcement. BaFin assures all affected customers that it is thoroughly investigating the matter.

BaFin will process complaints on other issues as usual.

Individual cases are a matter for the courts

BaFin is tasked with protecting collective consumer interests. It cannot issue binding decisions as to whether individual companies are in compliance with their contractual obligations towards consumers and likewise cannot enforce such decisions. This is a matter for the courts alone.

Consumers who believe they have suffered financial damage or a loss of profits due to the conduct of a company under BaFin’s supervision must pursue any claims against the company in question under civil law.
Out-of-court dispute resolution by the competent ombudspersons may be an option in such cases. They can be contacted at the following address: