2024-01-23 07:01:00
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You pay for balance information from the Postfinance hotline. At other banks this is free.
A Postfinance customer from Winterthur is annoyed: “I have no understanding why Postfinance charges its customers five francs for simple inquiries such as account transactions. This is a rip-off!” He also had to spend ten minutes in the waiting queue, which costs extra – eight centimes per minute – because you are calling an 0848 number.
The consumer magazine “Espresso” tested the waiting time and called the Postfinance hotline eight times: six times it was announced that the waiting time was up to ten minutes. When we called, the digital assistant did not understand the “account information” and “balance information” concerns.
Postfinance wants to improve service
Rinaldo Tibolla, media spokesman for Postfinance, speaks of individual cases and “subjective perception”, because the average waiting time in 2023 was only around two to three minutes. However, they want to improve the service and are examining a callback offer in a pilot phase in the spring. In the case of the chargeable 0848 number, people are also considering possibly replacing it.
Service costs like in other industries
Regarding the five-franc fee for information on account transactions, the Postfinance media spokesman says that a distinction must be made between a support case and a service case.
In a support case, for example, a customer can no longer get any further with a technical problem, and Postfinance helps free of charge. “In a service case, customers want a service that can be accessed via various other means. This is an effort/service that goes beyond the support service and, like other services in other industries, also costs accordingly.”
Free information or loophole
ZKB, Raiffeisen or Migros Bank waive fees for such information. However, if you call Migros Bank’s special balance hotline with a digital assistant, it costs fifty centimes, explains the Migros Bank spokesman.
Other banks charge between three and five francs for account information. However, there is a loophole here too: Anyone who calls the personal advisor usually pays nothing.
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