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Dieser Erfahrungsbericht zur Consorsbank wurde uns am 19.07.2019 vom Nutzer Mueller übermittelt. Er spiegelt seine/ihre Meinung und Erfahrung wider und nicht zwangsläufig die der Redaktion.
Ich war über 6 Jahre Kunde bei der Consorsbank und besaß dort ein Girokonto, ein Tagesgeldkonto und ein Depot. Gelockt wurde ich durch die damaligen Tagesgeld-Zinsen und die kostenlose Kreditkarte. Die Eröffnung klappte ohne Probleme online und per Postident innerhalb von ca. 1,5 Wochen.
Das Onlinebanking nutzte ich täglich für die üblichen Dinge (bspw. Umsätze checken, Überweisungen, etc.). Mir stand das mTAN-Verfahren zur Verfügung. Auch die App habe ich genutzt, meist um die Umsätze im Auge zu behalten.
Eigentlich lief immer alles gut, ich hatte keine größeren Probleme und das Angebot war solide und in Ordnung. Dann trat jedoch ein Problem auf: eine ungültige Lastschrift. Es wurde Geld eingezogen, obwohl kein gültiges SEPA-Mandat vorlag. Im Internet erfuhr ich aus Berichten anderer Betroffener, dass die KSK und die Volksbank die Beträge zurückbuchten, die Consorsbank weigerte sich allerdings.
Die Kundenbetreuung, die ich in diesem Fall erlebte, fand ich einfach nur katastrophal. Per E-Mail (Antwort i. d. R. nach ca. 1 bis 2 Tagen) und Telefon bemühte ich mich um Klärung, aber es schien mir, als würden sich die Mitarbeiter nicht mit dem aktuelle SEPA-Recht auskennen. Zudem war man recht unfreundlich zu mir.
Mir wurden u. a. auch falsche Informationen weitergegeben: Zuerst erhielt ich die Aussage, man könne keine Lastschriften zurückbuchen, die länger als 8 Wochen zurückliegen. Außerdem könne man das SEPA-Mandat nicht anfordern. Beide Aussagen sind jedoch laut SEPA-Rulebook nachweislich komplett falsch.
Danach wollte ich mein Recht mit Hilfe der BaFin einfordern. Diese sieht den Fall zwar ähnlich wie mein Anwalt, jedoch nimmt sie den Fall nicht an, weil es sich um einen Einzelfall handelt und nicht die Allgemeinheit betrifft. Ich muss das Geld nun einklagen. Wer weiß, wie lang das dauert!
Letztendlich habe ich nun sämtliche Konten und das Depot aufgelöst, weil mir die Bank zu unseriös erscheint. Gekündigt habe ich schriftlich und nach ca. 1 Woche erhielt ich den Bescheid.