‘I don’t want to bother my neighbor every time’

“What I really hate is that you can never call a bank again,” says a participant of the digital banking workshop in the Venlo library. The workshop is an initiative of the library and the Dutch Banking Association (NVB). A growing group of people are having difficulty arranging their banking affairs.

There is a group of seven participants in a room who are trying to learn as much as possible about internet banking. In the past, you could just drop by the bank or call an employee. That has all become much less. And not everyone can find their way on the internet. “Because if you ask that figure a question (ed. online chatbot) you will get a very stupid answer. As far as I’m concerned, they should abolish that,” says a participant.

Recently published research shows that more and more adults need help with arranging banking matters, such as opening a bank account or transferring money. Millions of people have difficulty with that. Some participants in the course are visually impaired or do not have internet access. A large group is over 65 and has difficulty with the fact that many matters can only be arranged online.

The digital language is not understandable to everyone and before you know it someone is completely lost on a website. “I don’t want to bore the neighbor with this every time,” says a student. Hence the NVB’s work program with online lessons and free workshops in libraries, among others.

In Venlo, Anke Jacobs gives the course in the library. “For many people, things like tikkies are really abracadabra. It is important that we are aware of that.” According to Jacobs, there are all kinds of questions. Especially now that healthcare institutions and governments are sending more and more online messages. It’s not just people who have never worked with a computer who have trouble getting online.

It is extra difficult for people who already have difficulty with the Dutch language. “Sit behind a computer that says: connect to the router or WiFi.”

Dutch banks are now aware of the problems that many people experience with online banking. “We have learned that help remains needed close by,” says Ronald Veld, accessible banking program manager at the NVB.

According to Veld, banks are now trying in various ways to be more accessible to people who cannot find an answer online. For example, some banks choose to keep offices open or hire additional advisors who can help people at home.

It seems too early to see the effects of the aid program. “You don’t see it reflected in the figures yet, so there is still work to be done,” says Veld. “It is not just a banking problem, it is also a broad social problem. And we also have to look at that: how can people still participate in society.”