Are you having problems and need to contact Banco do Brasil? Then you've come to the right place! Read our article and find out what means of support the bank offers.
Banco do Brasil was founded by Prince Regent D. João VI in 1908, in the city of Rio de Janeiro.
The bank has now modernized and expanded, with 15,133 service points distributed throughout Brazil. With a modern profile, the bank is adapting to new technologies to make consumers' lives more practical.
How to contact Banco do Brasil to make a complaint
See below the initial and secondary service methods provided by the bank.
BB Relationship Center
This channel is intended for customers who need to initially contact the bank, either to obtain information or to ask a question about a specific product or service offered. Simply call the following numbers:
4004 0001 (Capitals and metropolitan regions);
0800 729 0001 (Other locations);
61 4004 0001 (WhatsApp);
0800 729 0088 (For customers with Hearing or Speech Impairments).
The service is available 24 hours a day, every day.
Support via the website
If you are looking for faster and more direct service, you can speak to the bank's virtual service through the website or ask your questions by searching for answers on the frequently asked questions channel.
To access, just click on Service and then click on the icon that appears in the center right corner of your screen “Can I help?”
If you want to search for answers in the FAQ channel, just access Frequently Asked Questions, search for your question and check the answer.
The questions are categorized into twelve subjects: Coronavirus, Renegotiation, Loans and Financing, Current Account, Credit, Cards, Debt Solutions, Investments, Checks, Account Migration, Easy Account, BB Collection.
This way, it's easier to find answers to any questions, right? Check out how to contact BB's SAC below.
SAC of Banco do Brasil
Customer Service is aimed at customers who have obtained products or services from the Bank and are experiencing problems. If you wish to make a complaint, suggestion, or compliment, simply call the number 0800 729 0722 and speak to an attendant.
SAC service operates from Monday to Friday, from 9 am to 9 pm and on Saturdays, from 9 am to 3 pm. Please note that this service does not operate on holidays and Sundays.
Ombudsman Office of Banco do Brasil
Were you unable to contact SAC? Then try the Ombudsman channel. Intended for customers who have not had their problems resolved or were not completely satisfied with the results, BB's ombudsman service operates on weekdays from 9 am to 6 pm.
To speak to an attendant, just call 0800 729 5678 and make your complaint.
BB Social Networks
Stay up to date with all the latest news and launches from Banco do Brasil. If you have any questions, please contact us through the following social networks:
Other ways to contact BB
If you were unable to contact Banco do Brasil through direct customer service channels, don't worry. Look for different solutions below.
Complaint on the Reclame Aqui website
Reclame Aqui is a platform widely used by consumers who want to send complaints to companies in different niches.
To make your complaint on the website is very simple, just access Complain Here at Banco do Brasil and click on the red button “Complain”.
From there, just enter some contact information for the company to get back to you and register on the platform and send your message.
After completing this process, the website will forward your complaint to Banco do Brasil, which should respond to you shortly.
Please note that the platform only acts as a bridge between the consumer and the company. It will not solve your problem.
In addition to the space for complaints, the website also presents the company's reputation, according to its involvement on the platform and customer feedback. See more below.
According to Reclame Aqui, Banco do Brasil has a rating considered good by the website, 7.5/10. This rating is due to four main factors:
Complaints answered which correspond to 100%, complaint resolution index which is 75.1%, consumer opinion, whether they would do business with the company again: 66.3% and finally the score given by the consumer, which in this case, is 6.33.
The bank takes around 6 days and 14 hours to respond to a complaint.
Complaint on the Consumer website
The Consumer website is also intended to receive complaints from users who have not had their problems resolved. It acts as a bridge that connects the consumer with the company.
Monitored by several public bodies such as Procon, in addition to the entire population, the website is very secure in relation to the information presented and consumer data.
Making a complaint on the Consumer website is very simple. Just access, Consumer Bank of Brazil, click on “Register Complaint”, located in the upper right corner of the screen, in blue and follow the step by step.
Provide some personal data for possible feedback from the Bank and registration on the platform, also inform your problem in a clear but detailed manner and complete the operation.
Once the step is completed, the platform will forward your complaint to Banco do Brasil, which should respond to you shortly.
In addition to the space for customer complaints, it is possible to check the Bank's reputation on the website and the company's involvement in solving consumer problems. Find out more below.
According to the website, Banco do Brasil received 1524 complaints and responded to 100% of them. It managed to reach a resolution rate of 77.8% and satisfied 3 out of 5 customers. The company's average response time is 9.1 days.
Complaint to the Central Bank of Brazil
Many users of banking services do not know, but when they have some kind of problem with a bank and the bank does not resolve it through its ombudsman, a very practical and viable alternative is to make a complaint to the Central Bank.
The Central Bank of Brazil is a highly regarded institution and, among other responsibilities, it is responsible for regulating and supervising the national financial system. The institution also currently works to ensure the stability of the purchasing power of money.
In the specific case of Banks, the Central Bank supervises and controls banking institutions, aiming to prevent abuses and other arbitrary acts that may be committed by the country's financial agents.
So if you had a more serious problem with the Bank of Brazil or any other financial institution and this problem was not resolved by the ombudsman, you can register your complaint very simply on the Central Bank website.
Once the complaint has been made, the Central Bank will contact the Bank of Brazil to request information about the complaint made.
In normal situations, the Central Bank takes around 8 to 10 business days to respond to the citizen. However, this period depends largely on how long the bank that was complained about takes to respond.
If your complaint is fair, the Bank will usually reverse its procedure or in some way seek to correct the error made, notifying the Central Bank about this occurrence.
Logically, if your complaint to the Central Bank is unfounded, no action will be taken, as the Central Bank will analyze your case and forward it to the institution, acting in this case as a mediator of the problem.
As previously mentioned, it is very simple to file a complaint with the Central Bank. The entire procedure is carried out online, and it is important that you register an email address to receive notifications each time the process is processed.
Another very important point to remember is the need to have the complaint receipt protocol at the Bank on hand. Have this number on hand as you will need it when making your claims.
It is also important to clarify that the Central Bank will ask you to write a text explaining exactly what happened between you and the bank. At this point, be as detailed as possible, providing the date, time, name of the attendant, what was said, protocol number, etc. Don't leave anything out!
Step by step: making a complaint on the Central Bank website
To initiate the complaint procedure at the Central Bank, you can click here.
As you can see in the image below, you must enter your CPF number and select Complaint against Financial System Institutions.
Solve the Captha and the screen will open for you to fill in the necessary data:
- Choose the name of the Institution
- Select Subject
- Enter your message, stating the complaint you want to make
- Enter the Financial Institution's protocol number
From there, the Central Bank will ask for your email and telephone number, generating the service protocol after that.
With the complaint protocol in hand, as stated above, you just need to wait for the bank's response regarding your complaint.
Questions and Answers about Complaints at the Central Bank
1- Which institutions does the Central Bank supervise?
The Central Bank supervises multiple banks, commercial banks, cooperative banks, investment banks, development banks, exchange banks, savings banks, credit unions, credit, financing and investment companies, real estate credit companies, leasing companies, exchange brokerage companies, securities brokerage companies, securities distribution companies, development agencies, mortgage companies, credit companies for microentrepreneurs and small businesses, payment institutions and consortium administrators.
2- Can I file a complaint against an Institution authorized to operate by the Central Bank?
Yes, complaints may be filed by customers and users of products and services from financial institutions and other institutions authorized to operate by the Central Bank, such as credit unions, payment institutions and consortium administrators, whenever there is evidence of non-compliance with legal and regulatory provisions whose supervision is the responsibility of this Agency.
3- Does a complaint to the Central Bank have the same effects as a lawsuit?
No. The Central Bank acts in the administrative sphere and does not replace legal action. Therefore, if your problem is not resolved by the Central Bank, you can file a lawsuit.
4- Does the Central Bank regulate the waiting time in bank queues?
No. The Central Bank does not regulate waiting times in queues. There are state and municipal laws that address this issue. It is up to consumer protection agencies (Procon, Prodecon, Decon) to provide guidance on this topic.
5- Does the Central Bank set the value of fees charged by banks?
The Central Bank does not determine the amount of fees. However, there are some services that banks must provide free of charge. Subject to the prohibitions, each institution is free to establish the amount of its fees.
