After Itaú customers reported a series of difficulties in accessing their accounts this Thursday (3), the bank said in the late afternoon in a Twitter post that services were reestablished.
According to the bank, the origin of the problem is related to a delay in the processing of bank data, which generated the need for reprocessing.
Itaú explained that, for payments that could not be made throughout the day due to system failures, customers will be able to make transfers through Pix until midnight. The bank also released TED operations until 18:15.
“Itaú Unibanco informs that the statements and balances of the current accounts of all its customers are up to date, with all amounts fully recomposed. Access via digital channels is being gradually released”, the bank said in a note.
Itaú Unibanco was the target of several complaints from disgruntled customers throughout the day, with complaints involving problems accessing accounts, including through the bank’s application.
According to online services monitoring website Downdetector, notifications from users with problems with Itaú accounts started to go up around 11 am. At 12:20 pm, there were about 3,200 notifications registered by the bank’s customer website.
Complaints began to subside in the early afternoon. At 18:21, there were about 450 notifications identified by the site.
During the day, there were also reports of customers who received amounts not due in their checking account, as well as customers who had their balance reduced.
In addition, according to reports, users who tried to access the bank’s service via their internet browser received an “error 500” message, with the server stating that it “is unable to process this request at the moment”. Problems also occurred in accessing the call center by phone.
“We suggest that you file a complaint with the institution’s SAC, the Ombudsman and the Central Bank, by calling 145”, informed Procon-SP, which notified the bank to explain the problems this Thursday.
“Procon-SP also asks for explanations on how the consumer can exercise rights such as contesting withdrawals, payment of charges for non-payment of debts, due to lack of access to the account and other demands arising from the unavailability of the system. In addition to information about which alternative channels were made available”, says the consumer protection agency.
Procon-SP also points out that consumers cannot be harmed by a failure that is not their responsibility. “In this way, transactions (withdrawals, transfers, pix, payments etc) not carried out by account holders should be considered null and void.”
After oscillating in the positive field for most of the session, Itaú shares ended the day close to stability, with gains of 0.08%, at R$ 25.05. The Ibovespa index also closed stable, down 0.01%, at 115,165 points.
Itaú Unibanco recorded managerial net income of R$7.159 billion in the fourth quarter of 2021, which corresponds to a growth of 32.8% compared to the same period of the previous year, according to a balance sheet released in February.
In the year 2021, the financial institution’s net income reached R$ 26.879 billion, up 45% compared to 2020.
X-RAY | ITAÚ UNIBANCO
Foundation 2008, year of merger of Banco Itaú and Unibanco
Net profit in 2021 BRL 26.879 billion
agencies 4,335
Employees 99,598
Mainly competitors Bradesco, Santander, Banco do Brasil, Caixa Econômica Federal
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