Some banks have begun informing customers that, starting this year, they will no longer send paper mail to their addresses. Instead, communications will be made via digital means, such as email or the home banking app, with the aim of reducing paper consumption. But is this practice legal? Clarifies it.
According to the law, communication between banks and customers must be made in writing. However, communicating in writing does not necessarily mean doing so by post. The use of other durable media, such as emails, is permitted, as long as they meet certain criteria.
According to , Banco de Portugal requires banks to be transparent in the way they provide information to customers. They have the right to be informed about the products and services contracted, and any change in conditions must be communicated in advance. Furthermore, documents must be presented in a clear, identifiable manner and remain available for the legally established time.
Banks must also ensure that files are uploaded independently and remain accessible for at least one year. In the case of bank fees, for example, the communication must be specifically notified to the customer.
If the most recent contract signed with the bank stipulates correspondence by post, it is obliged to comply with what was agreed. Changes to contractual conditions can only be made with prior notice. Therefore, if you prefer to keep correspondence on paper, confirm what is stipulated in your contract and ask the bank to continue sending communications in this way.
If the bank does not fulfill the contract, you can make complaints to the bank itself or to Banco de Portugal, which has an online form. Finally, if you continue to receive paper documents, destroy them appropriately to protect your personal data.
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