– 33% of consumers have had negative experiences with online customer mailboxes
– 85% want long-term access to documents after the contract ends
– vzbv calls for clear rules for digital mailboxes and mandatory notifications
A recent survey by the German Consumer Organization Association (vzbv) shows that 33% of consumers have had negative experiences with their online customer mailboxes. The most common problems include missed notifications, access problems and difficulties downloading documents. Almost half of users have not received any information or have not been able to access their mailboxes at least once. Such difficulties are particularly problematic when important contract documents are affected.
The survey also reveals that a large majority of respondents have specific wishes regarding the use of digital mailboxes. 85% of consumers attach great importance to being able to continue to access their documents even after the contract has ended. In addition, 84% want to receive reliable notifications without having to search for new messages themselves. A further 78% want the option to decide for themselves which providers they use digital mailboxes with, and 76% want to know in the notification what type of documents are stored.
The vzbv is now calling for clear legal requirements for digital mailboxes. These should ensure that use is voluntary and only with explicit consent. In addition, users should
be informed about new documents on a mandatory and free basis, and this information should also be presented clearly and comprehensibly in the notifications. If documents are not retrieved, there should be an alternative such as sending them by post. The vzbv appeals to politicians to close these protection gaps and strengthen consumer rights in the digital world.
