Committed to having a positive impact on the daily lives of its customers, Access Bank has been in the market for 8 years, has over 500,000 active accounts and is a leader in issuing, processing and managing prepaid cards in Brazil. In 2011, the bank was the first independent card issuer to obtain a Mastercard license in Brazil and, since then, has attracted the attention of many in the market.
Want to learn more about this innovative bank or resolve any pending issues? Find out the best ways to communicate with Acesso Bank in the text below.
Bank Access Telephone
So that its customers can make a complaint, make a suggestion, cancel a service or obtain general information, Acesso Bank provides two different telephone numbers. Check them out below:
Brazil
Customers from all over Brazil who need to contact the bank can call the number: 3003-5977.
Exterior
Those who, for whatever reason, are not in Portugal can also speak to Acesso Bank very easily. Just call the number: +55 (11)3003-5977.
Bank Access Email
Many customers cannot stand calling banks. If you are one of them, you can also contact Acesso Bank by email. Just send your message to the following address: help@acessobank.com.br
Ombudsman Access Bank
If you have contacted us through the channels above and still have not received the service you were expecting, the Ombudsman's Office may be able to help you. Contact the Acesso Bank Ombudsman's Office. They can be reached by email: ouvidoria@acessobank.com.br
Whistleblower Channel
If you want to alert Acesso Bank of any misconduct or other problem, the bank provides an exclusive channel for you. Make your report by email. Just send a message to the following email address: compliance@acesso.com
See more information about Acesso Bank in the video below:
Social media
If none of the options presented so far have helped you or if you simply prefer to use another means of contact, you can communicate with Acesso Bank through social media. Check out the list below with the options available to you and choose your favorite:
Other Channels
Every company should offer quality products, comprehensive services and channels through which they can listen to you and respond to your needs. However, companies do not always serve their customers in the most appropriate way. In these cases, the channels below may be able to help you. Check them out!
Complain Here
Reclame Aqui is a Brazilian website that offers a free service for consumers to post their complaints and check the companies' response. The website's privacy policy does not allow the identification of the consumer and only the company that is the target of the complaint has access to the data registered by the customer. Learn more about website.
PROTEST
PROTESTE, also known as the Brazilian Association for the Defense of Customers, is a civil entity independent of governments and companies that works to defend and strengthen the rights of Brazilian customers.
In your website You have access to the complaints channel, where you can register and forward a complaint to the company, as well as request assistance from a specialist on the matter.
Consumer Portal
The Consumer Portal is a free public service that allows direct communication between consumers and companies. You can file a complaint through this channel and the company will have 10 days to respond. The procedure, however, is only valid for companies registered on the website. The consumer then has up to 20 days to comment and rate the company's response.
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 Acesso Bank 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 Acesso Bank 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.
Taking Legal Action Against a Bank: Is It Worth It?
Many people wonder whether it is worth taking legal action against a bank. Is it feasible? Is it worth it? To answer this question, first of all, you need to know the extent of your problem with the banking institution.
We know that most of the problems involving customers and banks are issues that are easier to resolve through a complaint to the bank's own ombudsman or even by making a statement to the Central Bank.
However, when the situation is more complicated and involves larger amounts, the customer may consider filing a lawsuit against the financial institution, knowing that this will be a last resort, after exhausting administrative avenues for resolving the conflict.
One option for those who were unable to resolve the issue through conventional means is to file a lawsuit in Small Claims Court in your region, which is the competent body to process cases of up to 40 minimum wages. It is important to emphasize that, for cases of less than 20 minimum wages, it is not mandatory to appoint a lawyer.
Another advantage of JEFS that cannot be forgotten is the absence of legal costs for litigants, that is, you will not need to pay anything to file a lawsuit against the Bank.
To be successful in a case before the Small Claims Court, it is important that you gather as many documents as possible, such as contracts, bank statements, emails, collection letters, proof of payment, etc.
Another fundamental thing in this type of process is to have all the details of the Bank against which you are going to file the lawsuit: address, telephone number, CNPJ, name of the manager, among other important information so that the justice officials can locate the financial agent.
And as previously mentioned, there is no need to hire a lawyer, although if you have the means, this is highly recommended, considering that in more complex cases the assistance of a specialist will be essential for you to be successful in the dispute.
Therefore, now that you know all the details about how to file a lawsuit against a bank, it is up to you to decide whether or not this is viable, whether it is the best solution or not.
Other forms of complaint against a Bank
If you don't know, nowadays there are several ways to complain and show your dissatisfaction with banking services. This means that you are not obliged to accept any type of illegality on the part of any agent of the country's financial system.
Unfortunately, nowadays, all sorts of irregularities occur in banking transactions. People are paying excessive interest or fees, others have their credit ratings listed without owing a single cent. In short, there are all sorts of complaints.
If, like many Brazilians, you have complaints about banking services or customer service, you should know that society has increasingly created mechanisms to give voice to dissatisfied people. Here we will give you just a few examples of how you can complain about abusive practices by banks.
You can choose between some of the complaint methods or you can even use all of them until your problem is finally resolved. Remember that first of all it is important to try to resolve the problem with the bank you have complaints about and only after that you can take other actions to protect your rights.
Complain here website
The Reclame Aqui website is a private platform, but it has helped many people solve their problems with financial institutions such as the Acesso Bank for example, which has a good reputation on the platform.
Reclame Aqui works as follows: the person who wants to make a complaint registers on the website, makes their statement in writing, being able to present any documents they deem necessary and completes the request by generating a protocol.
After this, the Reclame Aqui website itself contacts the company complained about, which normally informs its version of the facts and often solves the customer's problem.
Most companies respond very well to complaints made on this platform, while others don't respond at all. But in general, it's worth trying to make a complaint on the website. Access here to learn about the service.
Procon
A well-known body among Brazilians is Procon, always remembered for its fight to defend consumers. Procon is linked to the States and serves the entire population when it comes to consumer protection codes.
If you have easy access to this body, a complaint to Procon may be a viable alternative. It is known that financial institutions as a whole, especially banks, often have serious problems with their customers, and Procon may be the defender of the weaker side at this time.
Another advantage of seeking out Procon to file a complaint is the fact that it is a public service, that is, completely free, in which the consumer can have a strong arm in their defense against the abuse of power by large corporations.
Important Notice
The Achei Celular website is an independent project that has no connection with Acesso Bank or government consumer protection entities. The purpose of this article was only to inform about the phone number of the Access Bank and other forms of contact with the institution, for informational purposes only. If you have any complaints to make, look for the companies' official channels and under no circumstances leave any personal data in the comments field.
