O PROCON-SP He released his annual list of 2024 of the companies that had the most complaints registered on their platform over the past year. The first three placed were the online retailer of clothing and accessories Echoto Energy Distributor Enel Eletropaulo and the tourism platform Hurb Technologies.
The consumer protection agency gives particular prominence to more than 255,000 complaints in which I need the help of an expert to help the consumer, including consumer and suppliers conciliation sessions. In 2024 Procon-SP made more than 801 thousand calls (including complaints, guidelines and interactions on social networks) against more than 760 thousand in 2023.
Last year, Yeesco had 10,647 complaints, Enel Eletropaulo appeared with 8,508, and Hurb Technologies came after 7,554 records.
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Of all complaints, 255,536-238,995 made directly at the Procon-SP Foundation and 16,541 in the 71 participating municipal procons-were not resolved in a first contact and became an administrative process, with grounded complaints, which forms the basis of the list annually, and generating the dissatisfaction rates.
This is the first time data from agreed municipal procons that already use the Digital Procon-SP Platform in the complaints of customers in their cities are being disclosed.
According to the consumer protection agency, the resolution rates in this “second phase” of the process, in general terms, follow below expectations. In 2024 only 29.1% of complaints made directly in Procon-SP were resolved, compared to 31.7% of process solutions in the previous year (220,167)-a drop of 2.6 percentage points.
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The percentage of resolution in the second phase in municipal procons was 54.1% (16,541 complaints in 71 municipal procons) in 2024 and 39.5% (12,947 complaints in 35 participating municipal procons) by 2023.
As for the amount of “substantiated”, from 2023 (220.167) to 2024 (255,536) there was an increase of 16%.
See the list of the first 10 in complaints
| Position | Enterprise | Complaints | Index of attended | Position in 2023 |
| 1º | Echo | 10.647 | 29,6% | 25º |
| 2º | Enel Eletropaulo | 8.508 | 16,04% | 3º |
| 3º | Hurb Technologies | 7.554 | 0,3% | 1º |
| 4º | Free market | 6.049 | 30,5% | 10º |
| 5º | Itaú Unibanco | 5.753 | 22,8% | 4º |
| 6º | Bradesco | 5.653 | 28,8% | 5º |
| 7º | Samsung | 4.990 | 21,1% | 8º |
| 8º | iFood | 4.276 | 15,9% | 14º |
| 9º | Santander | 3.899 | 24,3% | 13º |
| 10º | Of course | 3.767 | 48% | 9º |
Of the 10 most claimed companies three had concentration of demands in the product area (Yeesco, Free Market and Samsung), three in the area of financial services (Itaú Unibanco, Bradesco and Santander), one in the water, energy and gas segment (Enel Eletropaulo, one telecommunications (Claro Group – Claro, Embratel and Nextel, one in the area of tourism and travel area (HURB) and one in the area of food (HURB) and one (iFood).
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Procon points out that Echo It was highlighted negatively for the number of demands formalized with the Procon-SP Digital System, without absorbing the complaints in its service service and finally, in filing a judicial recovery request, which was used by the supplier as a justification for the non-submission of proposals according to
Already the Free market (Composed of the Mercado Livre sales platform and financial services provided by paid market) had 62% of their product -related complaints, with non -delivery problem or delay in delivery, as a more frequent theme. When the company worked in the financial sector, it filed complaints regarding fraud involving purchases and sales, disputes and unauthorized payments.
In the telephone and electronics segment, the Samsung It was highlighted problems of solving or defects in cell phones and televisions, drawing attention to the emergence of issues in a short time of use of products, even if outside the contractual guarantee.
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In turn, consumers of financial groups Itaú Unibanco, Bradesco e Santander They were still faced with simple issues that could not, according to Procon, overflow to the consumer protection and protection agencies, such as inclusion of unreservedly requested insurance in payroll and vehicle financing contracts. Withdrawals, purchases and other unrecognized transactions were also questioned with the three financial institutions.
The consumer protection agency points out that, currently, any news of the meteorology of rain, winds or other different climate phenomenon, generates a situation of discomfort among consumers of the Enel Eletropaulo“For the inefficiency presented by the company to restore electricity supply services, discontinued in the face of climate events.”
In everyday life, says Procon-SP, the dealership also did not show satisfactory performance based on complaints to collect alleged discharge, revenues accumulated by unjustified absence of reading, among other topics.
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Unrecognized charges related to non -contracted services, canceled contracts, termination fines were part of the list of problems presented by the consumer of the group Of coursedetails the Procon. “Given the failed expectation of service in the channels provided by consumers, it was highlighted the classification of these demands as issues related to service/SAC with description of contact difficulty with the operator to obtain relevant information and delay in service.”
In 2023, Hurb Technologies S.A. It figured as the most claimed company and in 2024 occupied the third position with the lowest solution rate (0.2%). “Consumers who canceled their travel packages in the face of non -compliance with the terms of the offer have still suffered difficulties in obtaining reimbursements,” says Procon.
A iFood It went from 14th position in 2023 to 8th place among the ten most claimed. “So present in the daily life of consumers of São Paulo, this supplier had very low solution rate (15.8%), with demands without great complexity such as non -delivery, partial or incorrect delivery, lack of reimbursement of paid amount or return in the form of credits.”, Says the agency. “
During the demands of the demands, the company tried to exempt itself from responsibility for understanding being a mere intermediary of the relationship between the establishment and the user, ”adds Procon.
The dissemination of companies with more “grounded complaints” in the previous year is a determination of the Consumer Protection Code and an important tool for both consumers, who use it when they purchase a product or service, as well as suppliers, who can use information strategically to improve their consumer service dynamics and, in many cases, even for the improvement of products or services, defends the consumer protection agency.
The list of the first 50 placed in complaints can be accessed
