Caixa was created in 1861 and, since then, has been present in the lives of millions of Brazilians. It is, for example, the agent responsible for the Severance Pay Guarantee Fund (FGTS), the Social Integration Program (PIS) and Unemployment Insurance. It also acts to help the population, through government social programs such as Bolsa Família, FIES and the Minha Casa Minha Vida Program. Currently, Caixa is responsible for the payment of Emergency Aid also.
Caixa is a 100% public company with a fundamental role in the country's urban development and social justice, which is why it prioritizes sectors such as housing, basic sanitation, infrastructure and others to improve people's lives, especially those with low incomes. Going further, it also supports various artistic and cultural, educational and sports activities.
Do you want to know more about Caixa, send a complaint or request? Check out some channels available to you below:
Caixa Phone Numbers
Citizen's Box
For assistance regarding PIS, Social Benefits, FGTS, Social Card and Lottery Results, contact Caixa Cidadão. Service is available from Monday to Friday, from 8 am to 9 pm, and on Saturdays, from 10 am to 4 pm. Call: 0800 726 0207.
Commercial Service
To access banking services such as balance, fax statements, checkbook unlocking, debit card blocking and home financing services, contact the Commercial Service. They are available from Monday to Friday, from 8 am to 9 pm. Call:
Capitals and Metropolitan Regions
3004.1105
Other regions
0800 726 0505
Company Cashier Service
To access credit card, commercial, technological support and information on debt settlement for companies, call one of the numbers below:
Capitals and Metropolitan Regions
4004.9008
Other regions
0800 950 9008
Business Service
To receive guidance on Caixa product campaigns and information on debt settlement, call:
0800 726 8068. Service hours are Monday to Friday, and Saturdays from 10 am to 4 pm, except holidays.
Technological Support
To receive operational and technological support for applications, systems, CAIXA website, ATM, among others, contact Technological Support.
Business support and agreements are available Monday through Friday from 8:00 a.m. to 10:00 p.m. and Saturdays from 7:00 a.m. to 1:00 p.m., except on national holidays. Support for companies, states and municipalities is available Monday through Friday from 7:00 a.m. to 8:00 p.m., except on national holidays. For the CAIXA website and Internet Banking, support is available 24 hours a day, 7 days a week, including holidays. Call one of the numbers below:
Capitals and metropolitan regions
3004 1104
Other regions
0800 726 0104
Keeping an Eye on Quality
To report questions, complaints, suggestions and compliments regarding the Minha Casa Minha Vida program, please contact De Olho na Qualidade. The service is available from Monday to Friday, from 8:00 am to 9:00 pm, and on Saturdays from 10:00 am to 4:00 pm. Call: 0800 721 6268
Digital Agency
Another relationship channel is Agência Digital. It offers financial services and consultancy. The service is available from 8 am to 10 pm, except weekends and holidays. Check out the numbers below:
Capitals and metropolitan regions
3004 8104
Other regions
0800 208 8104
Hearing Impaired
Anyone who needs specialized care due to a hearing impairment can also clarify their doubts about products and services, technological support, information, complaints, suggestions and compliments.
Service is available 24 hours a day, 7 days a week. Call:
0800 726 2492.
SAC Caixa
For complaints, suggestions, compliments, cancellation requests, or information about Caixa products and services, please contact Customer Service. Customer service is available from Monday to Friday, from 9 am to 9 pm, and on Saturdays, from 9 am to 3 pm. Except on holidays.
Call: 0800 726 0101.
Caixa Ombudsman
For assistance regarding unresolved complaints, please contact the Ombudsman's Office. The service operates on weekdays, from 9:00 am to 6:00 pm.
Call: 0800 725 7474;
Caixa's ombudsman's office is a specific body that exists within the company and plays a very important role. This is because it is through this sector, the ombudsman's office, that the company is able to evaluate, identify and monitor the service standard of its staff.
In general, people end up contacting a Caixa ombudsman when they have a problem with the company and the regular service, unfortunately, cannot resolve this issue.
Caixa's ombudsman, therefore, must listen to its customers' complaints and has a duty to ensure that the demand is always investigated and evaluated in an impartial and fair manner.
Each company defines its own approach and the way the sector operates. Some, for example, end up choosing to outsource this service in order to ensure greater impartiality.
Others choose to select the company's own employees, who are already familiar with the company's values, exchange or return policy, and refund processes.
In the Ombudsman's Office, you can present compliments, suggestions, requests, complaints, statements and claims. The interesting thing about the ombudsman's office is that, in addition to investigating your issue, it also generates an effect on the company.
Whistleblower Channel
To inform Caixa about evidence of crimes and other illegal activities that may be related to CAIXA's activities, contact the Reporting Channel. The service is available 24 hours a day.
Call: 0800 512 6677
Or access the complaints page available at website.
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.
Therefore, if you had a more serious problem with Caixa Econômica Federal 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 Caixa directly 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.
