NOS Nieuws•vandaag, 14:29
An estimated 2.6 million adult Dutch people have difficulty with online payments and other online banking. More than one in six people needs help with this, De Nederlandsche Bank (DNB) reports in a report. The payment sector is urged to action.
According to DNB, the group that is struggling to conduct independent banking is large and diverse. For example, they are the elderly and the low-educated. A physical or mental disability is also more likely to lead to problems with internet banking.
A group of about 400,000 people leave their online banking completely to others. They depend on their partner, friends or family. According to DNB, shame, powerlessness, anger, feelings of inferiority or sadness can be the result of this dependence.
These kinds of emotions also live with people who are unable to do only part of their banking themselves. Some find it difficult to rely on others, according to DNB, according to the interviews.
The biggest problems occur with things like: opening a new bank account, installing internet banking on the smartphone, or applying for a new debit card. Other bottlenecks are the operation of devices and unclear or difficult to read instructions.
Because your offices are closing, I am always forced to go to someone I know and many have no time these days.
Quote from research participant
There is a great need for help with these matters. And not from a chatbot, but from an employee. The problem is that many bank branches have closed in recent years. In 2011 there were still 2654, at the end of 2021 only 726.
As a result, people have to travel further and further for one-on-one contact with a bank employee. To the frustration of people who don’t dare or can’t do internet banking alone.
“I can’t do it, I’m afraid I’ll make mistakes and the money will go to the wrong side,” one native of Morocco is quoted as saying. “Because your offices are closing, I am always forced to go to someone I know and many have no time these days.”
According to DNB, banks recognize the problems of their customers. Some banks give group lessons in internet banking, or there are financial care coaches who visit customers or service points.
According to DNB, the range of this type of support differs per bank. Moreover, the measures are often insufficiently known to customers. It is therefore called upon to make this information available as clearly as possible. Furthermore, more use of images, subtitles and information in different languages is also recommended.
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