Capitec saw the biggest increase in customer complaints in 2022, says Ombudsman for Banking Services (OBS) Reana Steyn.
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In a report released this week, she said her office received 47,819 calls from customers complaining about South Africa's banks in 2022, compared with 41,880 in 2021. Capitec grievances rose by 11% from 1,651 to 1,826, while Standard Bank dropped by 31% from 2,070 to 1,385 and FNB decreased by 21% from 1,452 to 1,147. Absa had the lowest number of cases among the big banks, with 1,068 cases, compared with 1,063 in 2021.
Capitec also had the highest percentage of cases being decided in its favour , while Nedbank had the lowest .Almost three-quarters of complainants were aged between 26 and 66. Twenty-four percent were older than 66 and 4% younger than 26.
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