FNB Namibia has warned that CashPlus agents are not permitted to impose additional charges or conditions on customers when processing cash withdrawals or deposits, following concerns raised about practices at some service points.
The bank said the CashPlus service was introduced to improve financial inclusion by extending essential banking services to communities with limited access to physical bank branches. Through the platform, customers are able to withdraw and deposit cash within their communities in a safe, convenient and affordable manner.
FNB Namibia said agents participating in the CashPlus network are compensated directly by the bank through commissions for every eligible transaction processed, and are therefore not allowed to charge customers additional fees or require compulsory purchases before transactions are completed.
Addressing the matter, FNB Namibia Transact Pillar Head Rivan Meyer said the service was designed to benefit both customers and agents when implemented as intended.
“CashPlus was introduced to make everyday banking more accessible, affordable and dignified for all Namibians, while also empowering local entrepreneurs, particularly in communities with limited access to traditional banking services. When the solution is used as intended, it benefits both customers and agents and strengthens trust within the communities we serve,” Meyer said.
The bank said CashPlus agents play an important role in extending banking services into communities and are expected to operate transparently and fairly, ensuring that no additional fees are charged and that transactions are processed without conditions.
FNB Namibia said it is engaging with its CashPlus agents to reinforce awareness of the CashPlus Agreement and the purpose of the programme, while providing guidance and support to ensure compliance.
The bank also encouraged agents to familiarise themselves with the requirements and intent of the agreement to ensure the continued delivery of fair and accessible banking services.
Customers requiring clarity or assistance regarding CashPlus transactions have been encouraged to contact FNB Namibia’s customer service line.
FNB Namibia said it remains committed to strengthening partnerships within its agent network and ensuring that the CashPlus service continues to support financial inclusion and community upliftment across the country.
