Irregularities relating to undue charges, duplicate credit card invoices, unrecognized purchases made with cloned or stolen cards, non-recognition of invoice payments and non-refunds on the invoice were among the main complaints from bank customers in the first quarter of 2024, according ranking released this Thursday (25) by the Central Bank (BC). In total, the BC received 1,892 complaints deemed valid, when there was a sign of non-compliance with the law or standard by the financial institution, relating to these items. BRB, Itaú and Inter were those that received the most complaints.
Next, with 856, were complaints related to non-recognition of automatic debits authorized by the account holder, differences between withdrawals and deposits made in conventional cash, human error and redemption of investments without customer authorization. Bradesco, Inter and Caixa Econômica Federal lead the ranking of complaints.
The BC also reported that, in the first quarter of the year, 762 complaints were registered related to delays in the release of credit, collection of already paid or double installments, delay in returning the value of an installment charged unduly and discrepancies in the value or quantity of installments . Caixa Econômica Federal, Santander and Bradesco were those that received the most complaints.
Complaints due to debits from an account not authorized by the customer totaled 489 complaints. Irregularities relating to the reliability, security, secrecy or legitimacy of services related to payroll-deductible credit operations resulted in 477 complaints. Complaints about restrictions on portability of payroll-deductible credit operations totaled 471.
The main complaints related to Pix were related to difficulties in requesting or returning amounts, the undue blocking of amounts or the account itself in situations other than those foreseen in the Pix rules and cases of delay or failure in sending the Pix. The BC received 546 complaints deemed valid.
Among banks, Inter appeared in first place in the ranking of complaints from financial institutions. The institution received 741 complaints deemed valid. Inter has almost 31 million customers.
Next comes BTG Pactual/Banco PAN, with 530 complaints deemed valid. The bank has a portfolio of almost 24 million customers. PagBank-PagSeguro, with 31 million customers, comes in third. Bradesco appears in fourth place and Santander, in fifth. The institutions have 106 million and 67 million customers respectively.
Caixa Econômica Federal and Banco do Brasil appear in eighth and 14th place in the rankingrespectively.
O ranking is formed from public complaints registered through the Central Bank (BC) service channels: internet, correspondence, in person or by telephone (145).
In addition to commercial, multiple, cooperative and investment banks, they also participate in the ranking credit, financing and investment companies, payment institutions and consortium administrators.
Among consortium administrators, Reserva Administradora de Consortium appeared first in the ranking. Next comes Cooperativa Mista Roma and, in third place, Simpala Launcher and Consortium Administrator.
In a note sent to Brazil AgencyInter, which appears in first place in the ranking of complaints, he reiterates his commitment to respecting customers and highlights that he works to guarantee them the best experience. “The institution currently records 85 points in the Net Promoter Score (NPS), which places it among the highest NPS in the banking sector and in the zone of excellence. The index measures the level of customer satisfaction with products and services and monitors the entire your journey on the Inter platform”, says the note.
A Brazil Agency tries to contact the other banks that lead the ranking from BC.
Article amended at 5:33 pm to include Banco Inter’s statement.
