Customers with a current account BancoPosta (individuals) can use the conciliation procedure for complaints relating to – expenses and commissions – currencies for payments and credits – currencies for withdrawals and debits – terms of availability validation of checks – other expenses – tax charges – Postamat Maestro cards.
The procedure can be used by:
- Private BancoPosta current account holders, for complaints relating to the Economic Conditions as reported in the “Summary Document of the BancoPosta Current Account(individuals only)” in force at the time of the execution of the operation which is the subject of the complaint. The conciliation procedure application scope refers exclusively to the products and services of Poste Italiane and not to those placed by the company following distribution agreements with third parties.
- The holders of Postepay for complaints relating to denial of transactions carried out with the Card.
The dispute is decided according to equity in the event of non-compliance with the provisions of the Economic Conditions as reported in the “Summary Document of the BancoPosta Current Account (individuals only),” and in the Postepay contract, in which ascertained damage arises, deriving from a proven disservice of POSTE ITALIANE.
The consumer can have free access to the Conciliation procedure every time that he has submitted a complaint in writing, he has received a reply from POSTE ITALIANE he deemed unsatisfactory or has not received any reply within 30 days.
The request must have as its object the same issue set out in the complaint and cannot be proposed if more than 12 months have elapsed from the submission of the complaint.
The procedure ends within 60 days from the date of receipt of the application. In the event of particularly complex disputes, the Commission may, at its discretion, extend the deadline up to a maximum of 60 additional days. The consumer is informed by the Secretariat of this extension and of the new deadline for the conclusion of the procedure. Conciliation activities are suspended from 1 to August 31, and therefore the aforementioned period is excluded from the calculation of the terms. The statute of limitations is interrupted from the moment the application is submitted and for the entire duration of the procedure.