Elderly Customers Angered by Nordea's Shift to Appointment-Only Banking
Elderly customers voice strong dissatisfaction with Nordea's shift to appointment-only banking services, citing accessibility issues.
Key Points
- • Nordea eliminates drop-in services in Stockholm, requiring appointments for banking.
- • 77-year-old Lennart Lönn criticizes the decision as 'nonchalant' and problematic for elderly customers.
- • Sven Vejde, guardian for individuals with disabilities, supports Lönn's view as 'unacceptable.'
- • Nordea claims a 15% decrease in spontaneous visits as justification for the change.
Nordea Bank's recent announcement to eliminate drop-in banking services in its Stockholm branches has caused significant frustration among its elderly customer base. Lennart Lönn, a 77-year-old customer who does not use BankID, openly criticized the bank for its decision, describing it as reflecting a 'nonchalant' attitude towards clients. He expressed disappointment after discovering a notice about the new policy at a branch, emphasizing the difficulties it poses for elderly and sick individuals who rely on in-person banking to manage their finances.
Lönn remarked, "It is an incredible nonchalance towards the customers," stressing that he finds the need for personal interaction at banks crucial for his monthly visits to pay bills. He firmly stated that he would "absolutely not" adopt BankID, leading him to depend on friends for assistance instead.
Sven Vejde, a guardian for individuals with disabilities, echoed Lönn's sentiments, calling the removal of drop-in services "unacceptable" due to its impact on vulnerable populations. Despite these complaints, Nordea defended its decision by citing a 15% decline in spontaneous visits to its branches in Stockholm during this year, indicating a shift in customer behavior. Helena Westin, Nordea's regional manager for private customers, stated that the change aims to ultimately enhance accessibility and pledged that staff would assist clients during the crucial transition period.
The backlash from customers like Lönn highlights the broader concerns surrounding banking accessibility for the elderly and those with disabilities in Sweden.