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Complaint/claim to Customer Service (SAC)

If your question is about the Itau Global Wallet account or card and the Support team has not been able to resolve it or it has not been resolved according to your expectations, you can go to our Customer Service (SAC). The SAC is responsible for resolving any complaint/claim you may have related to the operation of your Itau Global Wallet account and card issued by Bnext.

The Bnext SAC has its own internal regulations that you can consult here: SAC Regulations

How can you submit your complaint/claim?

You can do it through:

Via email: sac@bnext.es

Or by postal mail to:
Bnext Electronic Issuer EDE, SL
Customer Service (SAC)
Calle Zurbano71
28010 Madrid

What information do I have to include to file the claim?

• Name and surname
• ID Number used to create the account
• Detailed description of the reason for the complaint or claim
• The documentation that you consider proves or serves to clarify what happened.

How does it work?

We will send you an email to confirm that we have received your claim and we will respond to you within 15 business days, unless we need to ask you for additional information to clarify the circumstances of the incident or to prove your identity, which would lengthen the response time depending on when you provide it to us.

Once the claim has been filed with the SAC of Bnext, in the event that the response has not been satisfactory or, the period of fifteen business days has elapsed since the presentation of your claim without having received a response, you can contact the Claims Service of the Bank of Spain:

Bank of Spain
Department of Conduct of Entities
Calle Alcalá, 48
28014 Madrid

Access to the Virtual Office of the Bank of Spain

Access to the Banking Customer Portal of the Bank of Spain

In compliance with the provisions of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013, on the resolution of online consumer disputes, the link to the dispute resolution platform, launched by the European Commission, is inserted below, which consumers can use to resolve any discrepancy or controversy regarding the services provided online http://ec.europa.eu/odr

Data Protection

By sending an email through our customer service services, you accept that the personal data provided through this form be processed by BNEXT ELECTRONIC ISSUER EDE, SL, with NIFB-88463534, for the correct management of your request, resulting in said processing necessary for the adoption of pre-contractual measures or the correct development of the contractual relationship. Your data will not be transferred to third parties, with the exception of Bnext group companies, such as Marcandita, S.L, or any other group companies, for internal administrative purposesfor internal administrative purposes. The data provided will be kept duly blocked during the prescription period of the responsibilities associated with the treatment which may be up to ten years in cases where it is required by regulations on the prevention of money laundering and financing of terrorism. You can exercise your data protection rights through the following address: arco@bnext.es , as well as, by contacting the Bnext Data Protection Officer through dpo@bnext.es . Additionally, you can file a claim with the Spanish Data Protection Agency ( www.aepd.es ). For more information, you can access the Bnext Privacy Policy: https://bnext.es/legal/pp .