Anyone who has tried to contact their bank by phone will be familiar with the scenario: an automated service greets you, followed by an endless sequence of menus. You hope to reach a competent advisor, but this often ends in frustration.

This situation is no longer rare, but reflects a worrying development that is closely linked to the reduction of bank branches and the growing importance of digital services. While everyday banking transactions can be carried out online, there are still problems that require personal advice. But this is where things go wrong - and not just with complex issues.

Data from the Federal Association of Consumer Organizations (VZBV) show that complaints about banks' telephone customer service have increased significantly. In 2023, these rose by more than a third compared to the previous year. Since 2018, they have quadrupled – and this despite excluding severe cases such as the IT problems at Postbank.

Consumers report endless waiting queues from which they are thrown out, and even the service numbers are entirely unreachable. A consumer survey carried out by VZBV between June 2023 and May 2024 paints a disheartening picture: Of 203 responses, 77 stated that they had been on hold without anyone answering the phone. Forty-three customers reported that they had cut off the line. In other cases, service numbers could not be found at all.

These are not just inconveniences but frustrations with consequences. If a card cannot be blocked because customer service is not available, or if transfer limits are to be increased, this can mean problems. They can be severe in cases of fraud when consumers do not know how to protect their accounts.

The consumer advocates are therefore demanding that payment service providers offer a fraud hotline with knowledgeable staff that is available around the clock. It is unacceptable that such essential services are not available across the board.

How are the banks reacting? The answer is sobering. Although banks and savings banks emphasise that they are optimising their customer service, the reality is different. Sure, 203 responses are not many –there are over 1,400 banks and savings banks in Germany. However, these observations often illustrate structural problems that go beyond individual cases.

It is an urgent necessity for banks to live up to their responsibilities towards their customers. It is not enough to refer to existing services such as the 116 116 blocking hotline, which handled almost 1.8 million inquiries in 2023. The fact that this hotline is used intensively shows how great the need for fast and reliable help on the service telephone is.

The Federal Financial Supervisory Authority (BaFin) recognises complaints as an essential indicator of problems, but there isn't much more to say than that.

Are the days when banks were characterised by high levels of service over? Especially at a time when personal contact is becoming increasingly digital, it is more important than ever that the remaining contact options – especially the telephone – work reliably. Consumers in crises must receive quick and competent support.

It would be good if banks and BaFin acted together to improve the quality of service in the interests of consumers. And the consumer organisations? They should certainly do something about their databases. Identifying typical cases is important, but a much broader statistical base should be the goal.