New changes will impact the attention debate in bank branches, and CaixaBank has already informed its customers about updates to account terms. The notice mentions adjustments to the charges for cashier service provisions. CaixaBank customers have long paid a teller fee, though some exceptions exist.
The bank aims to boost revenues while cutting costs. The strategy leans on a change many clients may resist: higher and more widespread commissions. A clear example is CaixaBank, which now bills for box office services on withdrawals or money orders, while still offering some free transactions for residents aged 65 and older.
These are the new commissions customers of CaixaBank should expect.
CaixaBank sent notifications to clients about changes in contract terms. Some updates take effect immediately, justified by the entity as an objective improvement in service delivery. It is also noted that about 75% of window transactions will be exempt from the new commission.
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The announced changes include the cashier service commission and revised window hours. Details about CaixaBank commissions, exceptions, and new branch hours are clarified in the update.
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Customers must pay the cashier service commission. A special fee of 2 euros is charged per counter transaction, unless the operation can be completed via ATM or online channels.
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Transactions carry a 2-euro fee for teller service use. These operations include cash withdrawals, transfers, money orders, payment of non-direct debited invoices (excluding taxes), and statement requests. Cash deposits to own or third party accounts remain exempt from this charge.
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In addition, there are conditions and exceptions to the cashier service commission within CaixaBank offices and branches:
- Customers aged 65 or older will not pay the new commission for the first five operations conducted at the counter each month when four free operations were previously allowed.
- Young customers under 18, people with disabilities, and HolaBank basic, social, or integration accounts may also be exempt from the 2-euro fee for counter transactions.
- If a transaction cannot be completed via ATM, no new commission is charged when branch systems are functioning properly and the operation is possible without the teller visit.
There is also concern that digitization of bank services can affect elderly customers, as the fee may apply to requests for transaction statements at the branch when not using the ATM, adding an extra daily charge.
Some clients use ATMs at a location in Alicante, where staff members observe that the current policy does not apply to all operations. The exact timing and applicability of fees can vary depending on the operation and channel used.
Nevertheless, the standard practice is that the fee is applied on the day after the operation, rather than at the moment of execution across all services.
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CaixaBank has updated its window service hours. Cashier service times are now outlined as follows:
- Monday to Friday 08:15 – 14:30
- Thursday 16:15 – 18:30
Office operations will be closed on Thursday afternoons during the summer period, from May to September.
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The documentation also notes adjustments to overdraft-related charges, with details to be confirmed in the updated terms and conditions.