June 23, 2021

Bankia will cut the schedule to serve customers in cash from January



Bankia will reduce the schedule to attend cash services in its offices, which includes operations associated with the current account such as entering or withdrawing money or making transfers, from January 2020, while it has also decided to establish a distinction between clients and not customers, according to sources consulted by Europa Press.

Thus, customers who want to perform an operation related to cash services at a Bankia branch starting next Wednesday will have to go between 8.15 and 11.00, any day from Monday to Friday, compared to the previous schedule , which extended from early morning until 2:15 p.m.

One of the most relevant changes in the schedule of the entity’s retail banking offices is the one that will affect non-customers. Until now they enjoyed the same schedule as Bankia customers – to which they will be cut three hours a day of access to this service – while from January 1 they will only be attended on Tuesdays and Thursdays from 8.15 hours to 10.00 hours

On the other hand, the agile offices, a branch concept specialized in transactional operations, will maintain their uninterrupted schedule for the cash service from Monday to Thursday from 8.15 hours to 18.00 hours, and Friday from 8.15 hours to 14.15 hours.

However, these branches, which total around 130 throughout the Spanish territory, will serve customers and non-customers who want to pay receipts not domiciled only on Tuesdays and Thursdays from 8.15 hours to 10.15 hours between the 10th and 20th of each month, matching the long-established schedule for this service at retail banking offices.

Thus, whoever wants to pay a non-domiciled receipt, such as a University tuition, will have the possibility of doing so in any of the eight hours a month that Bankia has enabled for it, both in its retail banking offices, and now in the so-called agile .

Agile offices are located in places where there is a large concentration of Bankia offices and its mission is to free retail banking jobs, so that managers can spend more time providing more value-added services.

This strategy, which the bank chaired by José Ignacio Goirigolzarri will launch from January 1, 2020, has already been adopted by the vast majority of financial institutions, such as Banco Santander, Banco Sabadell or CaixaBank. Each of them has been applying restrictions to certain services offered in the offices.

The Bank of Spain: it is an inadmissible practice

In the last report of claims published by the Bank of Spain and related to the 2018 financial year, the agency explains that it is not considered admissible to introduce a time or date restriction for the realization of income or reimbursements in a client’s checking account, which considers included in the basic cashier service.

In any case, if a pact were accredited in this regard in the corresponding account contract, it would be necessary to be specifically agreed without prejudice to the right of the clients to have their balance in sight accounts at all times.

In the case of non-domiciled receipts, the institution headed by Pablo Hernández de Cos ensures that the most common and similar practice in these situations is that the bank offices indicate a restricted schedule to meet their payment by the window, encouraging the possibility of making these operations through the Internet, telephone banking or other channels.

The intention expressed to the Bank of Spain by the entities to implement these measures is to avoid agglomerations in the offices, trying to provide a better treatment to the banking clientele.

Within these assumptions, the Department of Market Conduct and Claims of the Bank of Spain cannot object to each entity’s way of proceeding, given that it responds to an operational and commercial policy decision adopted individually.

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