The issues were reported by the Bankier.pl portal, which asked the bank questions about problems customers had reported to the editorial office. The bank did not answer specific questions but noted that certain inconveniences for customers may indeed occur.
Fees that were not there
About 0.5 million customers who previously used Citi Handlowy services joined VeloBank. After the migration, new VeloBank customers began to encounter unexpected problems. Among those reported to Bankier.pl were commissions for BLIK internet transactions, fees for payment cards that previously did not exist. And that’s not all. Issues also involved, for example, account histories that were partially incomplete.
The problem concerns both individual and business customers who were transferred to the new bank as a result of the merger.
The bank assures that money will be refunded
In response to questions from Bankier.pl, it appears that VeloBank is aware of the problems that arose after some customers were transferred. As the bank assures in its reply to the editorial team, work is underway to eliminate all inconveniences.
VeloBank also assures that all unjustly charged fees that do not arise from prior agreements with the bank will be refunded automatically, without the need to apply for it. The bank does not indicate when this will happen. It also did not address questions about how long further difficulties for customers might last or what exactly may cause them.
According to Bankier.pl’s findings, the problems do not affect all customers who were transferred to VeloBank as a result of the merger. As the portal calculates, the share of complaints concerns 0.7% of all Citi Handlowy customers.
The author notes that the operation of transferring customers and all the services they used was one of the largest in recent years. However, regarding the number of customers transferred, it is not as large as in other similar mergers that have taken place in the Polish financial market in recent years.
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