German bank re-opens after massive heist as customers seek answers

Around five weeks after a major burglary at a Sparkasse branch in the western German city of Gelsenkirchen, the site was on Monday largely re-opened to customers affected by the theft of valuable items from safe deposit boxes.

Sparkasse chief executive Michael Klotz said the bank's clients would be kept fully informed and supported through the next steps, according to a statement.

However, the safe deposit box facility remains closed. The police have completed their examination of the documents and items left behind in the vault, but the room remains sealed off as a crime scene for the time being, said a police spokesman.

Despite an extensive investigation, authorities have yet to identify any suspects.

During the high-profile burglary in December, thieves emptied around 3,100 safe-deposit boxes. Security sources told dpa that damages may well exceed €100 million ($119 million).

The savings bank has also opened a service centre at another location for affected customers.

The resumption of services at the branch follows public criticism from customers who complained of poor communication after the break-in.

Some said the bank failed to proactively contact them for weeks and instead referred them to a hotline that was often unavailable. One affected client described the situation as "zero communication."

The bank has said it will compensate proven losses from safe-deposit boxes up to a maximum of €10,300. Customers are required to submit detailed inventories of the stolen contents, a process the new service centre is intended to assist with.

Cases filed against bank

However, many customers have told lawyers and police they had stored sums far exceeding that amount.

Lawyer Daniel Kuhlmann, who represents several affected clients, said he has filed three cases against the bank, accusing it of neglecting security measures and seeking full liability for the losses.

The bank has repeatedly rejected the allegations. "Our security measures are state of the art and up to date," said a spokeswoman.

Both the branch and the service centre remained quiet on Monday morning, with no crowds of customers or protests.

"Now that the clean-up work is almost complete, the next step is to restore a degree of normality to the branch with the cash desk and service area," said Klotz.

The branch's self-service area with cash machines has been open again for some time.