Banks must offer basic package of customer services

In recent weeks, administrator and digital influencer Nathália Rodrigues, known as Nath Finance, has been disclosing information that has helped bank customers to no longer pay undue fees, in addition to receiving back amounts charged by banking institutions. Publications made by her on social networks have changed the relationship between customers and banks.

The digital influencer released information that few people know: all bank customers are entitled to a package of essential services, without charging fees.

HOW TO ASK FOR A REFUND OF ALL CURRENT ACCOUNT FEES YOU HAVE ALREADY PAID
Follow the thread 🧵

— Nath Finance 💰 (@nathfinancas) June 1, 2023

A Resolution No. 3,919 of the Central Bank (BC) determines that banking institutions must offer free debit cards, carry out up to four withdrawals and two transfers between accounts at the same institution per month, as well as provide two statements and queries via the internet and by telephone.

“Regardless of the bank you are in, whether it is a digital bank or not, you can have a free checking account, without paying any fees”, highlights Nath Finance in one of the posts.

Nath Finance publications are accompanied by messages from followers in gratitude for reversals of amounts referring to banking service packages and reimbursements for undue charges.

“Ghost Expenses”

Looking at statements frequently is important to identify unnecessary expenses, the so-called “ghost expenses”. This applies to bank fees and other services as well, as explained by financial educator Rogério Lucas.

“These are those expenses that the customer has and does not know they exist. Normally what we do is try to identify what these expenses are that are having there every month or sometimes even every week and the customer doesn’t know”, says Lucas, referring to the charging for banking service packages by the institutions.

“The same thing happens, sometimes, with an internet package, with a cell phone service package to listen to music, doing something like that. Sometimes, people have some plan there that they are paying for and don’t know about and aren’t using”, completes the financial educator.

billing cancellation

If the customer seeks the bank to cancel the charge and is not answered, it is important to keep the protocol number and contact the institution’s ombudsman. If the problem persists, it is time to file the complaint with the Central Bank.

“You can register your complaint on our Contact Us page at site do BC any time. The process is very quick and you can also include documents that prove the situation. Once the complaint is made to the BC, what happens is the following: it will be sent to the bank where the problem occurred, it is he who has to respond to your request”, guides the BC.

Friends Lucas and Vinícius pay fees for maintaining a current account and did not know that they could use the same services for free. Now they want to cancel the charge and ask for a refund.

“Guys, is this my right? Very interesting”, Vinícius was surprised.

Lucas said he will check how to proceed in order to cancel the charge. “Whatever we can receive, we go after”, he said.