BTC Pactual is a leading private digital investment bank in Latin America. Among some of its biggest advantages, here you have no fees for your brokerage. Now you can invest in the Tesouro Selic for real, in addition to other investments, such as dollars or euros, for example.
Study and dedicate yourself to the active income options that are available on the BTG Digital platform, an account that frees you from maintenance fees that even fintechs charge.
There are zero administration fees, zero management, custody and control fees. BTG Digital is always looking to improve its products, with a personalized system, simple customer service and opportunities for variable income.
BTG Pactual Digital Telephone
You can ask your questions directly by calling one of the BTG branch phones. If you are in São Paulo, call 11 3283-2000.
And the Bank is present in 5 other large cities in the country, as well as neighboring countries, the United States and Europe.
SAC and ombudsman
If you wish to speak to the Customer Service Center, you will receive personalized service from our employees 24 hours a day, even on holidays.
The BTG SAC telephone number is 0800 7722 827.
If you have any questions about your investments, don't be afraid to ask.
As for the Ombudsman, its main service is to ensure that you receive all the services in accordance with the rules regarding consumer rights. A protocol number will be generated and you can request your service from there.
Social media
Check out below where you can see news from BTG Pactual, as well as new investment possibilities recommended by experts:
BTG Pactual Digital email and chat
Whether you are applying for a job vacancy or something related, use BTG Pactual Digital's electronic channels.
But if your problem is related to a question about your account or if you want to know more about investments, you can send your message to sac@btgpactual.with.
Where BTG Pactual Digital operates
BTG Pactual has already crossed its borders and has been operating in the most developed countries in Latin America, such as Brazil, Mexico and Chile, as well as in world powers such as the United States and the United Kingdom.
Next, see where you can find a company headquarters, defining where your investment abroad will go.
Brazil
Sao Paulo: 3477 Brigadeiro Faria Lima Avenue, Itaim Bibi – Telephone: 11 3383-2000
Rio de Janeiro: Botafogo Beach, 501, Botafogo – Telephone: 21 3262-9600
Curitiba: Rua da Gloria 251, Neo Corporate, Civic Center – Telephone: 41 3521-4200
Porto Alegre: Carlos Gomes Avenue, 700, Platinum Tower Building, Bela Vista – Telephone: 51 3201-9500
Belo Horizonte: Afonso Pena Avenue, 4100, Cruzeiro – Telephone: 31 3057-4700
Recife: Av. Engineer Antonio Goes, 60 – 18th Floor, Pina Neighborhood – Telephone: 81 3797-2100
Peru
Lima: Santo Toribio Ave., 173, Real Ocho Building. Of 602, San Isidro – Telephone: +511 616 4300
Chile
Santiago: Av. Costanera Sur 2730, Las Condes – Telephone: +562 490 5450
Argentina
Buenos Aires: Av. Libertador 101, Vicente Lopez, Buenos Aires Province
Colombia
Medellín: Carrera 43, San Fernando Building, Floor 10 – Telephone: +57 4 448-4300
Mexico
Mexico City: Paseo de Tamarindos, 400, Piso 23 – Telephone: 55 3692 2200
United States
New York: 601 Lexington Avenue, 57th Floor – Phone: +1 212 293 4600
Stamford: 400 Atlantic Street, 11th Floor
Houston: Weslayan Tower 24, Greenway Plaza, Suite 700
Miami: 200 S. Biscayne Southeast Financial Center, 54TH Floor, Fl
Atlanta: 1180 Peachtree Street NE, 18TH Floor, Georgia – Phone: +1 404 551 4051
United Kingdom
London: Berkley Square House, 4-19 – Tel: +352 2826-7212
Luxembourg
Vaduz: 15, r bender, 4th Floor – Phone: +352 2826-7212
BTG PACTUAL Ombudsman
If you are not satisfied with the service, please call:
0800-722-0048
Opening hours:
Monday to Friday (except holidays), from 9am to 6pm
If you prefer, contact the Ombudsman by email:
The ombudsman's office is a specific body that exists within the company and that plays a very important role. This is because it is through this sector, the ombudsman's office, that the company can evaluate, identify and monitor the service standard of its staff.
In general, people end up contacting an ombudsman when they have a problem with the company and the regular customer service, unfortunately, cannot resolve the issue.
The ombudsman, therefore, must listen to its customers' complaints and has the 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.
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 Banco BTG Pactual 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 Banco BTG Pactual 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 above, 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 Bank BTG 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 the Bank BTG Pactual or government consumer protection entities. The purpose of this article was only to inform about the telephone number of the BTG 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.
