Deutschland’s largest credit institution has discovered thousands of forgotten and unresolved complaints at its subsidiary, Postbank. This backlog of customer complaints has emerged months after the German bank promised to quickly resolve the extensive disruptions caused by a botched IT migration project. The incident raises new questions about the bank’s internal communication and workflow systems, according to informed sources cited by the Financial Times. Meanwhile, CEO Christian Sewing is working to address deficiencies in dealing with German retail customers, which had already caught the attention of the financial regulator, Bafin. In November, Germany’s largest bank discovered that the problem was much larger than previously thought. Thousands of unresolved complaints from retail customers had not been properly marked or processed in the internal workflow software, leading to a buildup. The discovery triggered a review of the bank’s operations and resulted in the suspension of an employee. The forgotten complaints are a key reason why Deutsche Bank will not be able to fulfill its earlier promise to resolve the widespread deficiencies in Postbank’s customer service by the end of the year, according to individuals familiar with the matter. Following a wave of customer complaints and a public reprimand from Bafin, Sewing apologized in September for the issues and pledged to make them one of his top priorities.

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Information	Details
Geography	Europe
Countries	🇩🇪
Sentiment	neutral
Relevance Score	1
People	Christian Sewing
Companies	Postbank, Financial Times, Deutsche Bank, Bafin
Currencies	None
Securities	None