Yesterday, clients of Komerční banka experienced an unpleasant surprise, because its Mobile Bank application did not work. “Dear clients, we are experiencing a technical problem with the Mobile Bank application, which is why some of its services may be unavailable. We are working intensively on the correction. We apologize for the complications,” the bank said yesterday afternoon.
The Komerční banka team was then busy writing off and apologizing to dissatisfied clients who could not get to their money.
According to their statements, more than one client is considering leaving the bank. “It’s not working again? I will speed up the visit to the bank to cancel the account. This is not normal anymore. Whenever I want to do something, it doesn’t work,” complained Jan Sucháček. “If I didn’t have a mortgage with you, I’d be gone a long time ago…” Lukáš Bláha told Komerční banka. “Your services are really appalling, I’ll probably change banks,” replied Martin.
In addition, as marketer Jakub Horák discovered, for example, online banking was not in order either. “The KB mobile app is down all day. So everyone went to a website where it takes five minutes to enter an order. Or did someone destroy their entire system? Crazy,” he remarked.
He was far from alone in this experience. “They’re shit. No explanation let alone apology. And it was crazy even in the early evening. And push through the web – birth,” Onek Pospíšil spoke up. There were many complaints.
It was also reported that Komerční banka tends to have these problems especially on Mondays.
Malfunction: The client made an offer to the bank
“Don’t be angry, but the mobile application is already broken with almost iron regularity on Mondays. As someone who already works on Mondays, I don’t welcome that. If the fee needs to be increased to pay for someone to screw it up on Sundays, I’m open to negotiations,” one client sarcastically texted.
At the same time, people complained about the application already in December of last year, when it also disobeyed, just at the time when the season of searching for Christmas presents was at its peak. Even then, clients wondered whether they would be better off with another bank. The complaints also included sarcastic references to the bank’s sustainability goals.
Harmful clients of Komerční banka may then be pleased with the news that the bank’s profit fell in the first quarter of 2024. But apparently not because of the quality of service. “The year-on-year decrease in net profit was caused by a significant year-on-year increase in risk costs,” reported by Fio Banka. Compared to 2023, KB’s net interest income decreased by CZK 73 million, but the bank earned more from fees and commissions, by CZK 74 million. Both operating revenues and operating costs fell, so the operating profit was CZK 67 million higher. However, the aforementioned risk costs rose from CZK 432 million to CZK 485 million. Net profit thus fell from 3.5 billion in the first quarter of 2023 to “only” 2.8 billion.
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author: Karel Šebesta
Tags: Malfunction client offer bank experienced
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