The Hamburg consumer advice center complains that the bank’s customers often do not know what fees they will incur if they withdraw money from an ATM at a third-party bank. This is specifically described using the DKB as an example. The bank is accused of hiding the cost of withdrawing money from ATMs.
The DKB bank advertises its Visa debit card with the fact that money can be withdrawn from ATMs worldwide for free. That’s not true across the board, criticize consumer advocates. The only thing that is correct is that the DKB itself does not charge any fees. However, merchants and ATM operators may still charge fees. Upon request, the DKB only points out that it has no influence on this. Such fees are also not reimbursed.
According to the DKB, “free” always refers only to its own rates. However, customers may incur third party costs. Therefore, the consumer advice center considers the bank’s account statements for customers to be misleading. Especially since the DKB itself only operates 26 of its own machines nationwide in Germany. Therefore, the DKB should not advertise free withdrawals, as the bank has minimal control over whether costs arise in practice for customers.
Therefore, the Hamburg consumer advice center repeatedly received complaints from dissatisfied customers. They complain that it is not very clear to them which machines they have to pay and how much. Consumer advocates would like this to be clearly displayed to the customer on screen during the withdrawal process. Ideally, this information should also be available online, so you don’t have to go through countless machines.
Of course, the criticism of the Hamburg consumer advice center for the DKB can also be applied to other banks. My tip: With the optional DKB Girocard, you can only withdraw money for free at DKB ATMs. Otherwise, you should take advantage of the possibility in supermarkets to withdraw money when paying at the checkout, this is also free. With the DKB Visa you can withdraw money from ATMs in Germany for free if they bear the Visa logo.
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