The numbers confirm that internet banking is the main source of dissatisfaction among users, surpassing services such as current accounts and ATMs, which complete the group of the most problematic services.
According to the National Bank of Angola (BNA), most complaints are related to system failures, access difficulties, transfer errors, and slow processing of online transactions. The concentration of these complaints reflects the increased use of digital banking platforms and also reveals technological and operational weaknesses that continue to affect the customer experience.
Despite this, the total number of complaints in the Angolan financial system decreased by 34% compared to the same period in 2024, falling from 16.548 to 10.856 complaints. This reduction was driven by improved security and authentication mechanisms in mobile banking services, which saw a significant drop from 8.693 to just 604 complaints.
The BNA report also highlights that Luanda accounted for 72% of complaints, reinforcing the capital's role as the country's main financial center. In the banking sector, Standard Bank led the ranking of institutions with the most complaints, followed by BFA and BAI.
In short, Internet Banking continues to be the biggest challenge for the Angolan digital financial system, requiring continuous investment in stability, security, and quality of online service to keep up with the growing adoption of digital banking services in the country.
