The reactions have come in after Nettavisen wrote about the queue chaos for DNB customers after the bank demanded that customers must re-identify themselves.
Also read: Massive queues outside DNB: – In the extreme, the account can be blocked
It is not only outside the bank’s branches that customers now stand in line: Attending a branch is not the first choice. Instead, the bank wants customers to identify themselves through other means than showing up physically.
The problem is that it is not straight forward either. Many people experience technical challenges, one gets conflicting information and different solutions accept different types of ID. On top of all that, there are very long queues to get through to the bank’s customer center that must be involved if you are to submit a message through the online bank.
Customers do not get it
The simplest solution requires that you download a separate BankID app on your mobile (DNB’s own online bank does not hold), log in to DNB’s website at somewhere other than the cell phonescans a QR code from the web pages with the camera on the mobile, before having to both photograph and RFID scan the passport.
– I am moderately IT experienced and have spent two long mornings trying to legitimize myself as DNB says is quite simple. Completely hopeless scheme. The BankID app that you have to download and activate does not work, and what is described in the bank’s own 12-step (!) Guide does not work. Try calling customer service and you will spend eternities of time in line before you meet someone who unfortunately can not help, other than regretting it all, writes a customer.
– I have been a customer of DNB for over 50 years. I have now been required to update my ID. Have tried to get help from DNB or meet with them through the given telephone number for this use. Have tried to call the given telephone number for many days at all times between 08.00 to 16.00. Without exception, the phone is interrupted with a message about a long queue and call back later. Have also tried to call the customer center, they say that they can not help here and that you have to call the number where it has proved impossible to get in touch despite extremely many attempts, writes another.
In the comments section, criticism of the bank hails:
– I have tried to get through on the phone to DNB for several weeks, but every time I get an answering machine that says that there are dozens in front of me in the queue. Most recently today I tried two different phone numbers, on one number I got an answer that said I was number fifty (!) In the queue and on the other number I got an answer that said it was over twenty min. waiting time, but after five minutes I got another message that there are so many callers that they can not answer the phone, then they broke the call! This is the customer treatment of Norway’s richest bank!
– DNB’s guidance is unsuitable for those who are not used to downloading and using apps, and the user interface in the online bank is useless in this (and many other) contexts.
DNB is now making changes
DNB now admits that this has created major challenges, and that they are now making changes:
– We must praise the customers for reacting so quickly and wanting to re-identify themselves, and regret that there have been long waiting times at times. We are now increasing the capacity of the telephone and extending the opening hours, at the same time as we are opening all our offices for drop-in, for customers who need to identify themselves. We hope this helps more people to identify themselves quickly and easily, says Ingjerd Blekeli Spiten, head of retail at DNB.
DNB is now working, among other things, to drop the process of logging in to several places to scan a QR code.
In recent weeks, we have gained a number of experiences with communication to customers, and in the future we will do more to make the ID check and the other options for identification better known. Soon it will also be possible to click on to the ID check via a link in our mobile bank, she says.
– We have a great understanding that legitimation can be experienced as a time-consuming process. Therefore, we are keen to give customers enough time, information and the opportunity for guidance along the way.
Also read: The DNB boss earned over 14 million
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