In total, Banco de Moçambique received 809 complaints from customers in the second half of 2024, of which 528 were against BCI and BIM banks.

Of the total number of complaints made by customers to the national financial system regulator, 304 (37.6%) were against Banco Comercial e de Investimentos (BCI) and 269 (27.7%) were against Banco Internacional de Moçambique (BIM).

Absa Bank Moçambique appears as the third bank with the most customer complaints, 48, representing 5.9%.

The financial system regulator also says that of the total of 809 complaints against a total of 20 financial institutions operating in the country, 418 were against ATM services, 141 were linked to loans granted, 112 were against bank accounts and 53 were against POS.

Going into detail, the regulator says that at ATMs, there are more irregularities about cash not being made available, electronic money and debiting bank accounts.

In the case of bank credit, there have been discrepancies in the execution of the credit agreement, the collection of installments after the credit has been settled and the undue allocation of credit. In bank accounts, there have been undue debits.

In the total weight of complaints, there are institutions with less than 1% of complaints, namely: Vista Bank (0.2%), Fast Capital Bank (0.9%), UBA (0.4%), BNI (0.2%), Socremo Microbanco and Microbanco de Apoio aos Investimentos (both with 0.4%) and Confiança Mcb (0.1%).

The two institutions with the most complaints (BCI and BIM) have more than a million clients, which may go some way to explaining the high number of complaints.

The information is contained in the central bank's Statistics of the Most Complained About Institutions in the Second Half of 2024.