中(zhong)證(zheng)網訊(xun)（記者 歐陽劍環(huan)）銀(yin)保(bao)監會(hui)(hui)網站12月10日(ri)(ri)消(xiao)(xiao)息，近日(ri)(ri)，中(zhong)國(guo)銀(yin)保(bao)監會(hui)(hui)消(xiao)(xiao)費者權益保(bao)護局(ju)發(fa)布2020年(nian)第13號(hao)通(tong)報(bao)《關于2020年(nian)第三(san)季度(du)銀(yin)行業消(xiao)(xiao)費投訴情況(kuang)的通(tong)報(bao)》（以下(xia)簡稱《通(tong)報(bao)》），通(tong)報(bao)了中(zhong)國(guo)銀(yin)保(bao)監會(hui)(hui)及其派出機構接收并(bing)轉送的銀(yin)行業消(xiao)(xiao)費投訴情況(kuang)。

　　《通報(bao)》指(zhi)出(chu)，2020年第三季(ji)度，中(zhong)國(guo)銀(yin)(yin)(yin)保監會及(ji)其派出(chu)機(ji)構共(gong)接收并轉送銀(yin)(yin)(yin)行(xing)業消(xiao)費投(tou)訴(su)85097件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)26.5%。其中(zhong)，涉及(ji)國(guo)有大(da)型商(shang)業銀(yin)(yin)(yin)行(xing)27278件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)16.1%，占(zhan)投(tou)訴(su)總(zong)量(liang)的(de)32.1%；股份制(zhi)商(shang)業銀(yin)(yin)(yin)行(xing)37475件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)30.6%，占(zhan)投(tou)訴(su)總(zong)量(liang)的(de)44.0%；外資法人銀(yin)(yin)(yin)行(xing)447件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)19.8%，占(zhan)投(tou)訴(su)總(zong)量(liang)的(de)0.5%；城市商(shang)業銀(yin)(yin)(yin)行(xing)（含民(min)營銀(yin)(yin)(yin)行(xing)）8471件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)46.0%，占(zhan)投(tou)訴(su)總(zong)量(liang)的(de)10.0%；農村中(zhong)小金融機(ji)構3418件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)31.7%，占(zhan)投(tou)訴(su)總(zong)量(liang)的(de)4.0%；其他銀(yin)(yin)(yin)行(xing)業金融機(ji)構8008件(jian)(jian)(jian)，環(huan)(huan)比(bi)增(zeng)(zeng)長(chang)27.8%，占(zhan)投(tou)訴(su)總(zong)量(liang)的(de)9.4%。

　　《通報》指(zhi)出，國有大型商業(ye)銀(yin)(yin)行(xing)(xing)(xing)投訴量(liang)(liang)的(de)(de)中(zhong)(zhong)位數(shu)為4397件(jian)(jian)，工商銀(yin)(yin)行(xing)(xing)(xing)、建(jian)設銀(yin)(yin)行(xing)(xing)(xing)、交通銀(yin)(yin)行(xing)(xing)(xing)的(de)(de)投訴量(liang)(liang)位列國有大型商業(ye)銀(yin)(yin)行(xing)(xing)(xing)前(qian)三名。股份(fen)制商業(ye)銀(yin)(yin)行(xing)(xing)(xing)投訴量(liang)(liang)的(de)(de)中(zhong)(zhong)位數(shu)為3370件(jian)(jian)，招商銀(yin)(yin)行(xing)(xing)(xing)、平安銀(yin)(yin)行(xing)(xing)(xing)、中(zhong)(zhong)信銀(yin)(yin)行(xing)(xing)(xing)的(de)(de)投訴量(liang)(liang)位列股份(fen)制商業(ye)銀(yin)(yin)行(xing)(xing)(xing)前(qian)三名。外(wai)資法人(ren)銀(yin)(yin)行(xing)(xing)(xing)投訴量(liang)(liang)的(de)(de)中(zhong)(zhong)位數(shu)為3件(jian)(jian)，東亞(ya)銀(yin)(yin)行(xing)(xing)(xing)、匯豐銀(yin)(yin)行(xing)(xing)(xing)和渣(zha)打銀(yin)(yin)行(xing)(xing)(xing)的(de)(de)投訴量(liang)(liang)位列外(wai)資法人(ren)銀(yin)(yin)行(xing)(xing)(xing)前(qian)三名。

　　《通報》指出(chu)，國(guo)有(you)大型商業(ye)銀(yin)(yin)行(xing)的平(ping)(ping)均每(mei)(mei)千營業(ye)網(wang)點(dian)投(tou)訴量(liang)的中(zhong)位(wei)數為(wei)373.6件(jian)/千營業(ye)網(wang)點(dian)，平(ping)(ping)均每(mei)(mei)千萬個人(ren)(ren)客(ke)戶(hu)投(tou)訴量(liang)的中(zhong)位(wei)數為(wei)86.2件(jian)/千萬個人(ren)(ren)客(ke)戶(hu)。交(jiao)通銀(yin)(yin)行(xing)、中(zhong)國(guo)銀(yin)(yin)行(xing)、建設(she)銀(yin)(yin)行(xing)的平(ping)(ping)均每(mei)(mei)千營業(ye)網(wang)點(dian)投(tou)訴量(liang)位(wei)列國(guo)有(you)大型商業(ye)銀(yin)(yin)行(xing)前(qian)三名，交(jiao)通銀(yin)(yin)行(xing)、中(zhong)國(guo)銀(yin)(yin)行(xing)、工(gong)商銀(yin)(yin)行(xing)的平(ping)(ping)均每(mei)(mei)千萬個人(ren)(ren)客(ke)戶(hu)投(tou)訴量(liang)位(wei)列國(guo)有(you)大型商業(ye)銀(yin)(yin)行(xing)前(qian)三名。

　　股(gu)(gu)份制(zhi)商(shang)業銀(yin)行(xing)(xing)的(de)(de)平(ping)均(jun)(jun)每(mei)(mei)千(qian)營(ying)(ying)(ying)業網(wang)點(dian)投(tou)訴量(liang)的(de)(de)中位數(shu)為1931.3件/千(qian)營(ying)(ying)(ying)業網(wang)點(dian)，平(ping)均(jun)(jun)每(mei)(mei)千(qian)萬個人客戶投(tou)訴量(liang)的(de)(de)中位數(shu)為444.5件/千(qian)萬個人客戶。平(ping)安銀(yin)行(xing)(xing)、廣發銀(yin)行(xing)(xing)、招商(shang)銀(yin)行(xing)(xing)的(de)(de)平(ping)均(jun)(jun)每(mei)(mei)千(qian)營(ying)(ying)(ying)業網(wang)點(dian)投(tou)訴量(liang)位列(lie)股(gu)(gu)份制(zhi)商(shang)業銀(yin)行(xing)(xing)前三名，平(ping)安銀(yin)行(xing)(xing)、浙商(shang)銀(yin)行(xing)(xing)、中信銀(yin)行(xing)(xing)的(de)(de)平(ping)均(jun)(jun)每(mei)(mei)千(qian)萬個人客戶投(tou)訴量(liang)位列(lie)股(gu)(gu)份制(zhi)商(shang)業銀(yin)行(xing)(xing)前三名。

　　外資法人銀(yin)行(xing)(xing)的(de)(de)(de)平均(jun)每千(qian)營(ying)業網(wang)點投訴(su)量(liang)的(de)(de)(de)中(zhong)位數為(wei)250.0件/千(qian)營(ying)業網(wang)點，平均(jun)每千(qian)萬個人客戶(hu)(hu)投訴(su)量(liang)的(de)(de)(de)中(zhong)位數為(wei)614.3件/千(qian)萬個人客戶(hu)(hu)。東亞銀(yin)行(xing)(xing)、花(hua)旗銀(yin)行(xing)(xing)、渣打銀(yin)行(xing)(xing)的(de)(de)(de)平均(jun)每千(qian)營(ying)業網(wang)點投訴(su)量(liang)位列外資法人銀(yin)行(xing)(xing)前三(san)名，恒生銀(yin)行(xing)(xing)、花(hua)旗銀(yin)行(xing)(xing)、東亞銀(yin)行(xing)(xing)的(de)(de)(de)平均(jun)每千(qian)萬個人客戶(hu)(hu)投訴(su)量(liang)位列外資法人銀(yin)行(xing)(xing)前三(san)名。

　　《通報》指出，2020年第三季度，涉(she)(she)及(ji)(ji)信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)48406件(jian)，環比(bi)增(zeng)(zeng)長(chang)43.5%，占(zhan)投(tou)(tou)訴(su)(su)(su)(su)(su)總(zong)(zong)量(liang)(liang)的(de)(de)56.9%。在涉(she)(she)及(ji)(ji)國(guo)有(you)大型(xing)商業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)(su)(su)(su)中(zhong)(zhong)，信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)14628件(jian)，環比(bi)增(zeng)(zeng)長(chang)82.0%，占(zhan)國(guo)有(you)大型(xing)商業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總(zong)(zong)量(liang)(liang)的(de)(de)53.6%；在涉(she)(she)及(ji)(ji)股(gu)(gu)份制(zhi)商業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)(su)(su)(su)中(zhong)(zhong)，信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)30870件(jian)，環比(bi)增(zeng)(zeng)長(chang)29.1%，占(zhan)股(gu)(gu)份制(zhi)商業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總(zong)(zong)量(liang)(liang)的(de)(de)82.4%；在涉(she)(she)及(ji)(ji)外資法人(ren)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)(su)(su)(su)中(zhong)(zhong)，信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)343件(jian)，環比(bi)增(zeng)(zeng)長(chang)21.6%，占(zhan)外資法人(ren)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總(zong)(zong)量(liang)(liang)的(de)(de)76.7%。交通銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、建設銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、工商銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)(liang)位(wei)(wei)列國(guo)有(you)大型(xing)商業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)前三名，招商銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、中(zhong)(zhong)信(xin)(xin)(xin)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、平安銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)(liang)位(wei)(wei)列股(gu)(gu)份制(zhi)商業(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)前三名，東亞銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、匯豐銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、花(hua)旗(qi)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)信(xin)(xin)(xin)用(yong)(yong)(yong)卡(ka)(ka)(ka)業(ye)(ye)(ye)務投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)(liang)位(wei)(wei)列外資法人(ren)銀(yin)(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)前三名。

　　2020年第(di)三季度，涉及個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)20219件(jian)，環比增(zeng)(zeng)長(chang)(chang)33.5%，占(zhan)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的(de)(de)23.8%。在涉及國(guo)有(you)大型商(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)(su)(su)(su)中，個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)4060件(jian)，環比增(zeng)(zeng)長(chang)(chang)44.4%，占(zhan)國(guo)有(you)大型商(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的(de)(de)14.9%；在涉及股(gu)份(fen)制(zhi)商(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)(su)(su)(su)中，個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)2997件(jian)，環比增(zeng)(zeng)長(chang)(chang)42.9%，占(zhan)股(gu)份(fen)制(zhi)商(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的(de)(de)8.0%；在涉及外(wai)資(zi)法(fa)人(ren)(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)(su)(su)(su)中，個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)49件(jian)，環比增(zeng)(zeng)長(chang)(chang)6.5%，占(zhan)外(wai)資(zi)法(fa)人(ren)(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)(su)(su)(su)總量(liang)的(de)(de)11.0%。工商(shang)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、農(nong)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、中國(guo)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)位列國(guo)有(you)大型商(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)前(qian)三名(ming)(ming)，平安銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、招(zhao)商(shang)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、光大銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)位列股(gu)份(fen)制(zhi)商(shang)業(ye)(ye)(ye)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)前(qian)三名(ming)(ming)，東亞銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、渣(zha)打銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)、恒(heng)生銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)的(de)(de)個(ge)(ge)人(ren)(ren)貸款(kuan)(kuan)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)(su)(su)(su)量(liang)位列外(wai)資(zi)法(fa)人(ren)(ren)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)前(qian)三名(ming)(ming)。

　　2020年第三季度，涉及理(li)(li)財(cai)類(lei)(lei)(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)4337件(jian)，環(huan)比(bi)減(jian)少(shao)59.1%，占(zhan)(zhan)投(tou)(tou)訴(su)(su)總(zong)(zong)量(liang)的(de)(de)5.1%。在(zai)涉及國有大型商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)中，理(li)(li)財(cai)類(lei)(lei)(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)2134件(jian)，環(huan)比(bi)減(jian)少(shao)75.8%，占(zhan)(zhan)國有大型商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)總(zong)(zong)量(liang)的(de)(de)7.8%；在(zai)涉及股份(fen)制(zhi)商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)的(de)(de)投(tou)(tou)訴(su)(su)中，理(li)(li)財(cai)類(lei)(lei)(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)1762件(jian)，環(huan)比(bi)增(zeng)長33.5%，占(zhan)(zhan)股份(fen)制(zhi)商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)投(tou)(tou)訴(su)(su)總(zong)(zong)量(liang)的(de)(de)4.7%。郵(you)儲銀(yin)行(xing)(xing)(xing)(xing)、工商(shang)(shang)(shang)銀(yin)行(xing)(xing)(xing)(xing)、建設銀(yin)行(xing)(xing)(xing)(xing)的(de)(de)理(li)(li)財(cai)類(lei)(lei)(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)量(liang)位列(lie)國有大型商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)前(qian)三名，浦(pu)發(fa)銀(yin)行(xing)(xing)(xing)(xing)、平安銀(yin)行(xing)(xing)(xing)(xing)、招商(shang)(shang)(shang)銀(yin)行(xing)(xing)(xing)(xing)的(de)(de)理(li)(li)財(cai)類(lei)(lei)(lei)業(ye)(ye)(ye)務(wu)投(tou)(tou)訴(su)(su)量(liang)位列(lie)股份(fen)制(zhi)商(shang)(shang)(shang)業(ye)(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)前(qian)三名。