High fees tops 6 reasons why South Africans shun banks

Durban – Although more than 70% of South Africa adults have bank transaction accounts, only 24% make more than three monthly transactions such as withdrawals, deposits or card swipes.

Many people are willing to run the risk of loss and theft associated with cash to avoid the fees, resulting in more than 60% of all purchases being paid for in cash.

This is according to research done by Boston Consulting on the state of financial services in South Africa.

The research reveals some of the key reasons why South Africans are not big on banks.

1. Perceptions of high fees limits the usage of banking services

The fee structure of South African banks is up to four times higher than that of countries such as Germany, Australia and even India. However, this is partly due to the high operating costs of banks and the proliferation of cybercrime.

READ: Cybercrime to cost business up to R78 trillion in four years 

In 2015, cybercrime cost South African businesses about R5.8bn, and while all businesses have taken proactive measures to combat this threat, banks spend three times as much on IT security as non-financial organisations of the same size.

2. There is a general sense of mistrust in banks’ motives

People on low incomes have a deep mistrust of the formal financial sector, which is rooted in fears of exploitation. Past abuses, such as the inappropriate marketing and selling of financial products, have shown that poor people are highly susceptible to rapacious commercial interests.

For example, South Africa recently started paying social grants directly into recipients' bank accounts, which prompted financial institutions to target them with products such as funeral coverage and micro-loans, the costs of which were automatically deducted from the recipients’ accounts. Many were left with very little to survive on, causing public outrage and subsequent investigation into the legality of the financial institutions’ activities.

READ: Competition Commission prosecutes banks for collusion

Widespread financial illiteracy makes South Africa’s poor particularly vulnerable and exacerbates the sense of mistrust and levels of exploitation fostered by these practices. Unfortunately, this is a systemic education problem within South Africa that cannot be addressed in the short term.

3. Fraud concerns negate the convenience of cashless transactions

Although some people in the low-income bracket do not utilise mobile and internet banking simply due to lack of familiarity, the fear of fraud involving ATMs and mobile or internet banking was cited as the number one reason for preferring to transact in cash.

This group also expressed a preference for transacting face-to-face because in the event of any issues they feel there is better chance for recourse than if they had used digital technology.

4. Lack of trust: People value a sense of community with trusted advisers

More than 40% of South African households use trust-based models such as stokvels, according to the National Stokvel Association of South Africa.

For many South Africans, stokvels are more than a mechanism to save money – they provide a safety net for emergencies and offer an aspect of social interaction for the purpose of entertainment or advice. Especially for the lower-income population, community-based organisations such as these still provide the flexibility and support structure that is perceived as lacking in the banking industry.

5. Banks require too much paperwork and response times are slow

The financial services industry has created substantial barriers for individuals to access products such as loans. Banks require payslips and bank statements, and approval can take a long time. This is restrictive to people in the low income segment who often need money on the same day and do not have access to these documents.

READ: Revealed: The banks with the most complaints 

When borrowing money to get to work or buy food, flexibility and near immediate response times are the key factors in determining the channel used. Despite the progress that has been made by formal financial institutions in these areas, regulatory requirements make it difficult for them to compete and therefore, in a pinch, many South Africans turn to community loan sharks (known as "Mashonisas"), or friends and family.

6. Red tape: A significant amount of business is conducted informally

According to the last survey conducted by Statistics South Africa in 2013, more than 1.5 million people were running small, informal businesses in the country. These informal businesses do not easily satisfy the requirements of the formal financial sector.

Banks require proper registration in order to open business banking accounts and offer loans, but registration fees are often prohibitively expensive for small business owners, limiting the use of such services by these businesses.

The way forward for South Africa

Bringing more people into the financial system has the ability to enhance GDP growth, reduce poverty and create new market opportunities for the private sector. Achieving financial inclusion is therefore a critical milestone on the path towards realising the promise of the Rainbow Nation.

However, a more innovative approach to financial inclusion is required in South Africa. While regulation by the government can act as a catalyst, financial institutions will need to work together with the public and private sectors.

READ: Transformation in the financial services sector under the spotlight

At the same time, stakeholders need to understand the preferences and unmet needs of consumers, as well as the barriers they perceive in accessing financial services.

Importantly, digital technology is not a silver bullet; many different levers need to be pulled to achieve this goal.

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