The Ombudsman for Banking Services has published statistics on the complaints it received against South Africa’s major banks.
Banking services ombudsman Reana Steyn says that her office received and investigated a record number of complaints in 2021 — with Internet banking fraud topping the list.
“Over 10,330 complaints were referred to the banks in 2021 compared to the 8,389 cases in 2020,” Steyn said. Steyn said the OBS sends these complaints to banks on behalf of consumers for the institutions to try and resolve matters directly. Steyn said in 73% of the matters resolved by her office in 2021, the findings were in favour of the banks.However, Steyn said she was pleased to have been able to help consumers who had legitimate and substantiable claims.In 4.5% of these complaints, the banks were partially liable.
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