OCU denounces CAIXABANK for charging 2 euros for using their cash machines

OCU believes that current legislation stipulates that costs passed on to users should be appropriate and in line with the costs actually incurred by the payment service provider, in this case, Caixabank. The commission of € 2 is clearly disproportionate and does not reflect the real cost. Likewise the legislation on transparency and customer protection requires that banking commission may only be levied for expenses actually incurred.

In this sense the Claims Service of the Bank of Spain has expressly and repeatedly made its views clear over what it considers a reprehensible practice that institutions levy charges violating the limits established by law.

Therefore OCU has requested the immediate return of the improperly charged fees and the opening of an infringement procedure against Caixabank. Also in its complaint OCU has asked the regulator to make clear the maximum limit for all fees which banks can apply for the cash withdrawal services they provide, taking into account the services actually rendered and the expenses incurred.

For OCU, Caixabank, in charging this fee, contravenes current regulations. Furthermore, the Organisation considers that there is a risk this practice may catch on and that other banks will imitate Caixabank, to the detriment of all consumers who would see reduced very significantly the possibility of withdrawing cash at no cost.

Caixabank is the Spanish bank with a higher number of cash machines, with a total of 9,544 spread around the country, followed by BBVA and Banco Santander, with more than 7,000 each. Caixabank's decision to charge this fee affects millions of users, especially affecting access to cash for people living in small towns, which have very few cash machines (sometimes only one).

OCU points out that in 2014 Caixabank earned a total of 1,825 million euros in net commissions, as stated in the Relevant Data about Caixabank Group published on its website.

According to the Annual Report of the Claims Service of the Bank of Spain, in 2013, 51.5% of people who complained about Caixabank obtained a favourable resolution. However the bank only put things right in 19.2% of cases, taking advantage of the fact that the Bank of Spain report, although favourable to the client, is not binding. This is something which constitutes a clear abuse against consumers.

Caixabank can add to this behaviour some negative results in the latest satisfaction survey of OCU members about banks, published last July. The bank scored just 53 points out of 100. This means that it is at number 33 out of the 42 banks analysed. Clients penalised the lack of transparency and one in five admitted they had unexpected expenses in their current account. Discrepancies over commissions was the main problem. This unfair and unacceptable commission further complicates the outlook over trust clients have about Caixabank, which was already extremely worrying.

OCU has made available on its website http://www.ocu.org/organizacion all the available information to enable people to find out about all aspects related to fees charged by credit institutions.

For more information (media) Eva Jimenez Tel.   917 226 061 prensa@ocu.org