First National Bank (FNB) Namibia has issued a stern warning to its CashPlus agent network amid growing concerns that some agents are imposing unlawful charges and conditions on customers accessing basic banking services.
The bank stated that it has noted, with concern, reports of customers being asked to pay additional fees or being compelled to buy goods before being allowed to withdraw or deposit cash at retail outlets operating as CashPlus agents.
These practices, FNB stressed, are strictly prohibited and undermine the purpose of the CashPlus programme, which was created to expand affordable and dignified access to banking services, particularly in rural and underserved communities.
CashPlus enables customers to withdraw and deposit cash, access eWallet funds, and purchase prepaid airtime or electricity at participating retailers, via a cellphone. The service is a cornerstone of FNB Namibia’s financial inclusion strategy, aimed at bringing banking closer to people who live far from physical branches.
In a clear rebuke of non-compliant behaviour, FNB Namibia reiterated that agents are not permitted to charge customers additional fees or impose conditions such as compulsory purchases. This is because agents are already remunerated through commissions paid directly by the bank for every eligible transaction processed.
“These principles are central to ensuring fairness and protecting the integrity of the service,” the bank stated. Addressing the issue, Rivan Meyer, transact pillar head at FNB Namibia, said CashPlus was designed to benefit both customers and agents, while strengthening trust within communities.
“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,” Meyer said.
“When the solution is used as intended, it benefits both customers and agents and strengthens trust within the communities we serve,” he added.
FNB emphasised that CashPlus agents are trusted partners who play a critical role in extending formal banking services into communities. With that role comes responsibility such as agents are expected to operate transparently, process transactions without bias or conditions, and ensure customers are not subjected to unlawful charges.
To address the reported challenges, the bank confirmed it is actively engaging with its CashPlus agent network to reinforce awareness of the CashPlus Agreement and the programme’s original intent. This includes renewed guidance and ongoing support to ensure agents remain aligned with FNB’s standards and expectations.
The bank has appealed directly to agents to uphold both the letter and spirit of the CashPlus Agreement, warning that deviations risk eroding public trust and undermining a service many Namibians rely on for day-to-day financial needs.
“We encourage all CashPlus agents to familiarise themselves with both the requirements and the purpose of the CashPlus Agreement,” Meyer added.
“By doing so, agents help ensure that CashPlus continues to deliver fair, accessible and trusted banking services that positively impact the communities they serve,” he emphasised. FNB Namibia highlighted that CashPlus is intentionally structured to be mutually beneficial.
Beyond commission payments, agents benefit from increased foot traffic to their stores, which can translate into higher sales. At the same time, customers gain safe, convenient, and affordable access to essential banking services close to home.
The bank expressed appreciation for the many CashPlus agents across Namibia who continue to uphold the agreed upon principles and contribute meaningfully to community upliftment and financial inclusion.
Customers who experience irregularities or require clarity regarding CashPlus transactions are encouraged to contact FNB Namibia directly.
-ebrandt@nepc.com.na