Débito não autorizado é a principal queixa de clientes
[ad#336×280]Os débitos em conta não autorizados foram as principais reclamações de clientes bancários feitas ao Banco Central (BC), em julho. No total, foram registradas 351 reclamações desse tipo, com indício de descumprimento de lei ou regulamentação cuja competência de supervisão seja do BC. Dessas queixas, 93 foram registradas contra o Santander, 79 contra a Caixa Econômica Federal e 69 contra o Banco do Brasil.
Em segundo lugar no ranking das reclamações mais frequentes estão as irregularidades referentes à integridade, confiabilidade, segurança, sigilo ou legitimidade das operações e serviços, com 212 casos. Em seguida, vem a cobrança irregular de tarifa por serviços não contratados (161).
A lista, divulgada hoje (27) pelo BC, ganhou novas informações, visualização mais moderna e mudança na metodolo-gia. Até junho, as instituições estavam divididas entre as que tinham mais de 1 milhão de clientes e as que tinham menos. Agora a divisão passou a ser feita entre as entidades com mais de 2 milhões de clientes. Também foram incluídas as financeiras no levantamento.
O BC também ampliou a base de clientes de cada instituição financeira. Até junho, apenas os clientes com com depósitos (contas correntes e poupança) cobertos pelo Fundo Garantidor de Crédito (FGC) eram contabilizados. Com a modificação, outras operações de depósito foram incluídas e os clientes que tomam crédito, mas não necessariamente têm conta ou investimento no banco, também passaram a compor a base de clientes.
Entre as instituições com mais de 2 milhões de clientes, em julho, o BMG liderou a lista com 106 reclamações consideradas procedentes pelo BC. Para fazer o ranking, as reclamações são divididas pelo número de clientes da instituição financeira que originou a demanda e multiplicadas por 1 milhão. Assim, é gerado o índice, que representa o número de reclamações de cada instituição financeira para cada grupo de 1 milhão de clientes. No caso do BMG, o índice ficou em 40,3.
Em segundo lugar no levantamento de julho, está o Santander, com índice de 13,61 e 419 reclamações procedentes, e em seguida, Banrisul, com índice de 11,87 e 45 reclamações.
No caso de bancos e financeiras com menos de 2 milhões de clientes, o BIC liderou a lista com índice de 199,49 e 34 reclamações procedentes. Em segundo lugar está J.Malucelli, com índice em 68,09 e 23 reclamações. Em terceiro lugar ficou o Banco Fibra com índice de 62,1 e 14 reclamações.
Fonte: Folha
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