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Dieser Erfahrungsbericht zur abcbank wurde uns am 10.09.2019 vom Nutzer abc-Kunde übermittelt. Er spiegelt seine/ihre Meinung und Erfahrung wider und nicht zwangsläufig die der Redaktion.
Wir sind seit 2016 Kunden der abcbank. Die Kontoeröffnung und Verifizierung per Postident-Verfahren dauerten gefühlt ein oder zwei Tage länger als bei anderen Banken. Aber es war dennoch absolut zufriedenstellend für uns.
Wir bekamen die Zugangsdaten sowie TANs fürs Banking und überwiesen zunächst direkt auf die uns bekannt gegebenen Festgeldkonten. Gleichzeitig wurde ein Tagesgeldkonto angelegt, über welches zukünftig alle Zahlungen und Umbuchungen laufen sollten. Neuanlagen fälliger Festgelder oder Überweisungen auf das Referenzkonto außerhalb der abcbank verliefen stets bestens, nur ein bisschen langsamer als bei anderen (siehe oben). Bei Rückfragen gab es jederzeit freundliche und kompetente Erklärungen und Hilfen. Alles war gut bis August 2019…
Die abcbank stellte ihre Banking-Plattform um. Es gab neue Zugangsdaten, die alten TANs fielen weg und wurden durch pushTANs oder smsTANs ersetzt. Die Umstellung und den neuen Zugang haben wir geschafft, obwohl wir eine Frage hatten, die telefonisch nicht beantwortet werden konnte. Unsere Daten wurden dabei notiert und ein Rückruf versprochen, der nie erfolgte.
Von einem zwischenzeitlich fälligen Festgeld übertrugen wir einen Teil auf unser Girokonto, den Rest übertrugen wir auf ein neu angelegtes Festgeldkonto. Alles jeweils per pushTAN übers Smartphone, Eingabe am PC und Bestätigungshinweis auf dem Bildschirm. Das Geld fürs Girokonto war noch am selben Tag dort angekommen, ansonsten geschah nichts. Der Rest blieb auf dem Tagesgeldkonto zur Verfügung und unter „Service - Offene Aufträge“ stand mit einem Verfalldatum von 7 Tagen (ab Auftrag) die Überweisung auf das Festgeldkonto. Die einzige Möglichkeit der weiteren Verarbeitung dieses offenen Auftrages war seine Löschung.
Wir riefen mehrmals an verschiedenen Tagen an und bekamen immer Rückrufversprechen, die nicht erfüllt wurden. Wir haben dann die Neuanlage des Festgeldes inkl. Transfer des Geldes wiederholt - in der Annahme, irgend etwas falsch gemacht zu haben. Wir mussten aber feststellen, dass wir nirgends etwas anders oder mehr machen konnten als vorher.
Als Ergebnis standen dann zwei gleiche offene Aufträge mit unterschiedlichen Verfallsdaten in der Online-Verwaltung. Den jüngeren haben wir wieder gelöscht. Alle Aktionen waren immer mit pushTANs abgesichert.
Erneut riefen wir an, hingen ca. 5 Minuten in der Warteschleife und als man uns wieder nicht helfen konnte, wurden mal wieder unsere Daten notiert und ein Rückruf versprochen, der nie erfolgte.
Auch über das Banking-Portal unter „Service - Nachricht an die Bank“ haben wir das Problem geschildert und um Hilfe gebeten. Es tut sich aber einfach nichts. Das zieht sich jetzt schon eine Woche hin.
Fazit: Früher funktionierte alles und Fragen wurden kompetent beantwortet. Heute funktioniert die Hälfte nicht, das Telefonpersonal hat keine Kompetenzen, Weiterverbindungen an Sachbearbeiter enden nach 3 Minuten im Besetztzeichen und Rückrufe werden gerne versprochen, aber nie gemacht. Ehrlich gesagt brauche ich so etwas nicht.