Wrongful charge
Santander
Received a wrongful charge from Santander? See the steps to dispute the charge and understand your consumer rights.
What to do, step by step
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Gather invoices and receipts that show the wrongful charge.
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Dispute the charge through Santander official channels and write down the protocol number.
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If there is no solution, file a complaint with Banco Central and on consumidor.gov.br.
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Keep all protocols and responses: they show that you tried to resolve the matter.
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If the charge continues, you may be entitled to double reimbursement (art. 42 of the CDC (Brazilian Consumer Protection Code)).
Frequently asked questions
What counts as a wrongful charge?
Any amount charged without agreement, in duplicate, above what was agreed, or after service cancellation. The CDC (Brazilian Consumer Protection Code) protects you in these situations.
Am I entitled to receive twice what I paid?
As a rule, yes: art. 42, sole paragraph, of the CDC provides for double reimbursement of amounts paid wrongly, with monetary correction and interest, unless the company made a justifiable mistake.
How long do I have to complain?
The general period to request reimbursement is up to 5 years, but the sooner you act, the easier it is to gather evidence and solve the problem.
Should I pay the bill while disputing it?
Consider this carefully: nonpayment may lead to a negative credit listing. One alternative is to pay and then request reimbursement, keeping all receipts.
Need a lawyer?
If administrative measures did not solve it, we can review your case.