Clipping of news on Brazilian Culture, Law and Citizenship
27/05/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Problem with banks is a recurring theme in Procon . Yesterday , Procon São Paulo assessed four banks because of excessive queues .
The financial affairs item is vice - champion of consumer complaints at Procon São Paulo , second only to headaches with telephone companies .
This year , until 5/25 , 26,226 visits were made to 12 related entities providing financial services .
The Central Bank has met , from January to April 2014 , 57,685 complaints related to banks with more than 1 million customers , 7,561 being considered well founded, ie , when it is found that the bank failed to provide good service or made a mistake in to the client .
According to the supervisor of Financial Affairs of Procon- SP , Renata Reis , the main complaints are registered misappropriation , breach of contract and financing problems in advance ( when the consumer asks for advance payment financing to pay less interest ) , with credit and payroll calculation in arrears .
" The topic that receives more complaints are not even recognized in the transaction is a credit card, either in the current account . Purchase that I did not, an insurance that I did not hire ," says the supervisor .
The guidelines of the Central Bank and Procon - SP to the client with problems are the same : the first step is to search the Service ( Customer Service ) SAC bank .
If not resolved, the path is to seek the bank's own ombudsman . If it still does not work, people should get in touch with Procon and the Central Bank. If all else fails , there will be only the consumer go to court .
Step 1 : Look for the SAC bank
The consumer must first connect to the proper customer service of the bank note and protocol number , name and date of the call attendant . Never fail to do this , it is proof that you are trying to solve the problem . Response time is 5 working days
Step 2 : Talk to the bank ombudsman
Upon receiving the complaint , the ombudsman's office has 15 days to respond to the client . The office is supervised by the Central Bank and is often an efficient way to solve the problem
Step 3 : Contact the Central Bank
The client can send your complaint online. The deadline for response is 10 days . If the claim is well founded, it will compose the ranking of institutions that receive the most complaints
Step 4 : complain at Procon
Bank and customer have a consumer relationship and so it is possible for the customer complains in Procon . Once Procon contact the bank , he has 10 days to respond . If you do not, Procon enter an administrative process that can take 120 days. The complaint will basis for ranking. The Procon can fine the offending company
Step 5 : Take the Court
If all else fails , the consumer can gather all the evidence obtained in the previous steps and file a lawsuit in the Judiciary . Special Courts Allow causes up to 40 minimum wages . Special Court in Federal , the threshold is higher : 60 minimum wages . For larger values , you must file a lawsuit in court common
Banks are concerned about not having a bad image , says director of BC
The Head of Institutional Care of the Central Bank , Fernando Dutra , says it is important that the client has problems with the bank register a complaint with the Central Bank .
The reason is that in addition to composing the rank of ins
institutions that receive the most complaints , the complaint will still allow the BC to create rules to regulate the sector and also inspect banks that are not acting according to the rules .
Dutra recalls that BC has created rules that allow bank customers greater flexibility to choose your bank. " Are portability mechanisms salary , registration , credit , plus free essential services ," he says.
Thus , he believes that a negative image does the bank have more difficulty securing a loyal customer .
" The big banks want to acquire and retain their customers and have a return over time . Therefore they cherish and care about not having a bad image with the customer service of the Central Bank. "
Renata Reis , Procon - SP , said the agency has the power to inspect and fine companies that flout the consumer . Hence the importance of complaints .
Source : Uol
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This article was translated by an automatic translation system, and was therefore not reviewed by people.