To Whom It May Concern,
I am filing this complaint to report serious and ongoing failures by Millennium BCP in providing essential banking services and ensuring basic customer support, in breach of consumer protection principles.
Despite being a client with significant intended deposits, I have faced multiple unresolved issues:
Inaccessible Account: I have been unable to recover my multichannel banking access code. Contacting Millennium BCP’s customer service helpline proved ineffective, as the service requires the code to proceed — creating an impossible situation.
Online Recovery Obstacles: The online platform requests digits from a residence permit, although I am now a Portuguese citizen. There is no clear guidance on which document is required, and no support is provided to clarify or resolve this matter.
Card Issues and Lack of Helpline Support: My bank card PIN was forgotten and the card was locked in an ATM. Attempts to resolve this through the designated helpline (800 910 402) have been met with complete silence — calls are unanswered, with no alternate resolution path offered.
These repeated failures have left me unable to access my own funds, exposing serious flaws in Millennium BCP’s customer service operations and compliance with consumer rights obligations under Portuguese and European law, namely:
1) Decree-Law No. 24/2014 (Distance and Off-Premises Contracts);
2) Decree-Law No. 446/85 (General Contractual Clauses);
3) Banco de Portugal Notice No. 10/2008 (regarding complaint handling);
4) Basic principles of the Consumer Protection Law (Law No. 24/96).
The lack of effective customer support not only breaches reasonable standards of service but may also constitute an infringement of my rights to access and manage personal financial resources without undue barriers.
In light of the above, I respectfully request that the relevant authority investigate Millennium BCP’s practices and take the appropriate measures to ensure:
1) Immediate restoration of my access to the account and issuance of a replacement card and PIN.
2) A thorough review and correction of Millennium BCP’s customer service practices.
3) Assurance that similar barriers will not be imposed on other clients.
Supporting documentation and evidence of failed contact attempts can be provided upon request.
Thank you for your attention to this serious matter.
