FNB Namibia Reaffirms CashPlus Rules Amid Reports of Improper Charges

FNB Namibia Reaffirms CashPlus Rules Amid Reports of Improper Charges. First National Bank of Namibia (FNB) has reiterated that CashPlus agents are not permitted to charge customers additional fees or impose conditions when processing cash withdrawals or deposits, emphasising that such practices are strictly prohibited under the service’s operating guidelines.

In a media statement issued on Saturday, the bank said the CashPlus service was introduced as part of its broader financial inclusion efforts, aimed at expanding access to basic banking services for communities with limited or no access to physical bank branches. The service allows customers to conduct transactions through approved agents, reducing the need to travel long distances to bank branches.

FNB stated that CashPlus agents are required to adhere to clearly defined rules and pricing structures, and that customers should only be charged the standard transaction fees determined by the bank. Any additional charges or conditions imposed by agents fall outside the terms of the CashPlus agreement.

Commenting on the matter, FNB Namibia Transact Pillar Head Rivan Meyer said the service was designed to make everyday banking more accessible, affordable and dignified for all Namibians. He noted that CashPlus plays an important role in bringing banking services closer to communities, particularly in areas where formal banking infrastructure is limited.

According to the bank, the CashPlus model is intended to support customers by offering convenient access to cash withdrawals and deposits through trusted local outlets, while maintaining consistent service standards across the country. FNB said it continues to monitor agent compliance to ensure that the service operates as intended.T

The bank encouraged customers to report any instances where agents attempt to charge unauthorised fees or impose additional requirements when processing transactions. FNB said such feedback is important to help the bank address non-compliance and protect customers.

FNB further reaffirmed its commitment to financial inclusion and said it remains focused on delivering banking solutions that are transparent, affordable and aligned with the needs of communities across Namibia.