OP078, Banco de Portugal Operation: Former Cetelem Credit Card of Dr. Rozen-Bakher Appeared in the Bank Map as Active Despite its Cancellation
https://www.rozen-bakher.com/iccg-announcements/op078
ICCG Announcement: 30 June 2023, 21:23. Latest Update: 28 November 2023
OP078, Banco de Portugal Operation: Former Cetelem Credit Card of Dr. Rozen-Bakher Appeared in the Bank Map as Active Despite its Cancellation, https://www.rozen-bakher.com/iccg-announcements/op078, Residence Location, Portugal, Main Entity, E057, BNP Paribas-Cetelem in Portugal, Portugal, Sub-Entity I, E091, Banco de Portugal (Central Bank of Portugal), Portugal, Sub-Entity II, E054, NETIM (Mailbox), France, Sub-Entity III, E012, NOS (Internet, Mobile, Fax, Landline, Cable TV), Portugal
A Complaint was given to Banco de Portugal (Central Bank of Portugal)
CM012, Complaint to Banco de Portugal (Central Bank of Portugal) via Registered Post of CTT and Email: Incorrect Banks Map provided by Banco de Portugal - Vanished Former Caixa Geral Bank Account of Dr. Rozen-Bakher from the Banks Map and Appearing of her Former Cetelem Credit Card as Active in the Banks Map Despite its Cancellation, https://www.rozen-bakher.com/iccg-announcements/cm012, E091, Banco de Portugal, Portugal, Residence Location, Portugal, Delivery I, E149, CTT (Portuguese Post), Portugal, Delivery II, E054, NETIM (Mailbox), France
Highlights
On 29 June 2023, Dr. Rozen-Bakher and her son arrived in Banco to Portugal in Lisbon to get ‘Banks Map’ in Portugal. The bank officer provided two ‘Banks Map’ in Portugal; the first one for Dr. Rozen-Bakher and the second one for her son, Daniel Bakher. However, Banco de Portugal provided an incorrect Banks Map for Dr. Rozen-Bakher, while a correct one for her son (see below).
Here are the incorrect details in the Banks Map of Dr. Rozen-Bakher related to Cetelem:
BNP Paribas-Cetelem. RP Credit Card of Cetelem in Portugal. Amid Cetelem Operation in Portugal (Please see OP183 or below), on 19 April 2023, Dr. Rozen-Bakher informed Cetelem about the cancellation of her RP credit card of Cetelem, yet she had a problem to get the Final Bill from Cetelem (Please see OP088 for Cetelem Operation: Suspected Fabricated Email by ICCG Amid Cancellation). Amid Cetelem Operation, on 20 April 2023, Dr. Rozen-Bakher gave complaint I in Red Book about Cetelem Operation (Please see CM031 or below). Following their answer that includes the final bill, on 23 May 2023, she paid the remaining final bill. In spite of the cancellation and paying the final bill, BNP Paribas-Cetelem in Portugal, did not inform Banco de Portugal that the Credit card is not active, so it still appears as an active card in the Banks Map of Banco de Portugal. Worse, despite paying the FULL final bill, then on 26 June 2023, Dr. Rozen-Bakher got an email from Cetelem that she still need to pay 0.66 Euro, which serves as a false excuse for Cetelem to FORCE the activity of the RP Credit Card.
See also OP077, Banco de Portugal Operation - Formal Cover-up by Banco de Portugal (Central Bank of Portugal) about Incorrect Banks Map provided by Banco de Portugal: Vanished Former Caixa Geral Bank Account of Dr. Rozen-Bakher from the Banks Map and Appearing of her Former Cetelem Credit Card as Active in the Banks Map Despite its Cancellation, https://www.rozen-bakher.com/iccg-announcements/op077,Residence Location, Portugal, Main Entity, E091, Banco de Portugal (Central Bank of Portugal), Portugal, Sub-Entity I, E097, Caixa Geral, Portugal, Sub-Entity II, E057, BNP Paribas-Cetelem in Portugal, Portugal, Sub-Entity III, E058, BNP Paribas-Cetelem HQ, France.
Incorrect Banks Map of Dr. Rozen-Bakher
Correct Banks Map of Daniel Bakher
Complaint I in Red Book about Cetelem Operation
CM031, Complaint I in Red Book against BNP Paribas-Cetelem about Cetelem Operation, https://www.rozen-bakher.com/iccg-announcements/cm031, E057, BNP Paribas-Cetelem in Portugal, Portugal, Residence Location, Portugal
Highlights
Atribuído o nº ROR00000000044773191
On 20 April 2023, a complaint was given to the Portuguese Red Book about Cetelem Operation (Please see OP183 or below). See the complaint and email confirmation below.
On 08 May 2023, An answer was given by Cetelem-BNP Paribas Personal Finance, S.A, Sucursal em Portugal. Cetelem ignored the manipulation of ICCG that was described in the complaint, yet Cetelem provided a Final Bill for the final amount of 499.81 Euro amid the cancellation of RP Credit Card.
There is an unclarity regarding some details in the final bill. Besides, the final bill should take into account that the instalments which include interest rate should be transformed into payment in cash.
Despite the unclarity of the final bill, on 08 May 2023, Dr. Rozen-Bakher paid 250 Euro and on 23 May 2023, she paid an additional 250 Euro, namely a total of 500 Euro. Still, Dr. Rozen-Bakher preserves her right to get compensation from Cetelem in the future if there are no accuracies in the final bill.
Cetelem Operation
OP183, Cetelem Operation, https://www.rozen-bakher.com/iccg-announcements/op183,Residence Location, Portugal, Main Entity, E057, BNP Paribas-Cetelem in Portugal, Portugal, Sub-Entity I, E012, NOS (Internet, Mobile, Fax, Landline, Cable TV), , Portugal, Sub-Entity II, E054, NETIM (Mailbox), France, Sub-Entity III, E055, Microsoft (Outlook), USA
Highlights
Order RP Credit Card of Cetelem. On 09 October 2022, Dr. Rozen-Bakher made an application for RP Credit Card of Cetelem in one of RP stores in Lisbon. At the time of the application, the address of Dr. Rozen-Bakher was still at the hotel in Lisbon, yet after 17 October 2022, the address on RP system was changed to the current address of the rental apartment, so when Dr. Rozen-Bakher made for the first time order in RP store, then she has already had the current address of the rental apartment on RP system. On 11 October 2022, Cetelem approved the application for the RP Credit Card.
Blocking Log-in to Cetelem Website. After receiving the Credit Card, Dr. Rozen-Bakher tried to log-in to Cetelem website, but ICCG blocked the log-in as done in many other cases via not recognizing details that were absolutely correct. Nevertheless, Dr. Rozen-Bakher had no problem to log-in to the RP website and making orders. Likely, that ICCG did not block the RP website because Dr. Rozen-Bakher visited frequently the RP store in Lisbon to see products and make orders. After the Cancellation of the credit card including giving a complaint on Red-Book, then Dr. Rozen-Bakher for the first time succeeded to log-in to Cetelem website.
Manipulation with Getting Posts from Cetelem.
Despite the change of the address on RP website, as well as via phone call with Cetelem, Dr. Rozen-Bakher continued to get posts from Cetelem at the hotel in Lisbon where she stayed with her son during the looking for a rental apartment in Lisbon. In light of that, on 20 November 2022, she sent a request to Cetelem to change the address (see below), but no response was given from Cetelem and the letters from Cetelem continued to arrive at the hotel.
On 06 February 2023, Dr. Rozen-Bakher sent a reminder to Cetelem to change the address (see below). On 19 February 2023, Cetelem responded to the request by asking Dr. Rozen-Bakher to change it on the website, despite that she did it months before on RP website, as well as by phone with Cetelem.
On 21 February 2023, Cetelem gave an answer about changing the address - ‘We confirm the resolution of your request’ - yet without mentioning the word address. After this email, the letters from Cetelem continued to arrive at the hotel.
On 04/2023, it was the first time that Dr. Rozen-Bakher got letters from Cetelem at her current address since 10/2022, still, unclear yet where is the monthly report that was supposed to arrive on 03/2023. To clarify, on 02/2023, the monthly report still arrived at the hotel, while on 04/2023, for the first time the monthly report arrived at the current address (see below), while the monthly report that was supposed to arrive on 03/2023 did not arrive the current address, so currently, Dr. Rozen-Bakher does not have it.
Payment of Final Bill amid the cancellation of RP Credit Card
Despite the unclarity of the final bill, Dr. Rozen-Bakher paid 250 Euro and on 23 May 2023, she paid an additional 250 Euro, namely a total of 500 Euro. Still, Dr. Rozen-Bakher preserves her right to get compensation from Cetelem in the future if there are no accuracies in the final bill.
08 May 2023, as part of the response to the Complaint, Cetelem provided a Final Bill, yet there is an unclarity regarding some details in the final bill. Besides, the final bill should take into account that the instalments which include interest rate should be transformed into payment in cash.
08 May 2023, A Response was given to the Complaint by Cetelem-BNP Paribas Personal Finance, S.A, Sucursal em Portugal.
Translation the Response to English
Response Complaint N/ Ref.: CAS-24311879-G9Z2J1
Matosinhos, May 8, 2023
Subject: Complaint lodged with Banco de Portugal
N/ Ref. AS-24311879-G9Z2J1/Credit Card Popular Radio 4312566393 1 1 00
Exma. Lady
Following the communication received, which deserved our best attention, BNP Paribas Personal Finance, S.A. – Sucursal em Portugal, hereinafter referred to as the Bank, provides the necessary clarifications of the forum of this Bank.
Thus, we are to inform you that, in fact, there was a delay in the treatment of the V / request for change of address, so we present, in advance, our apologies. We confirm that the address was duly changed on 21 February 2023, as communicated to you.
Regarding the sending of the statements, we clarify that the information was always sent by email and Homebanking and not by letter. Please note that there was no constraint on access to Homebanking. We note that you have not been able to do so. was able to successfully access your personal and financial information on 22/02/2023.
It is important to emphasize that no communication was sent by letter, since the privileged means of communication is email and via Homebanking.
We also reinforce that the Bank, only has registration of the V / contact of 10/11/2022, whose subject was an online purchase that made on Popular Radio, where inclusively, was you / Exa. forwarded to the store to obtain more information about said purchase.
In fact, we inform you that, on February 21st, in response to the V / request for change of address, an email was sent by this Bank with the indication "We confirm the resolution of your request" which contains the history of the V / request.
We inform you that the due date of the monthly fees, as contractually foreseen, is the 1st of each month, through bank debit, via SEPA system.
On 01/04/2023, the regular debit of the monthly fee was made, in the amount of € 116.78, and the amount of € 79.28 was returned, on account without provision.
We note that you have not been able to do so. There are two fractional purchases, made on 27/10/2022 and 07/11/2022, in the amount of € 450.01 and € 219.99, respectively.
The remaining uses, broken down in the account statement that we attached, were made in the minimum payment mode.
For further clarification, we attach a copy of the contract signed by you.
However, as contractually provided, we inform you that the Customer may reimburse the installments related to the uses made under the modalities End of the Month, Fractional Payments and Special Payments until the 1st of the following month for the uses made up to 5 days prior to the closing of the statement (the closing of the statement occurs 11 working days before the end of the month), or by the 1st day of the month immediately following for uses made after that date.
If the Customer does not make the payments on the dates indicated, the installment due will automatically transition to the Minimum Payment mode with the Minimum Percentage agreed for its contract, € 37.50, a situation that occurred in the V / specific case, having a value of € 79.28 carried over to the minimum payment mode.
We note that on April 19, as requested by you, the Bank sent the amount related to the balance due on that date and proceeded, as requested by you, to the definitive cancellation of the credit card in question.
To date, the settlement of the outstanding balance has not yet been made, so we take the opportunity to update the information.
In fact, we inform you that to date, the balance in debt is € 499.81 and includes the installment due and not paid on 01/05/2023.
For payment, you must have a good time. Use the following entity and ATM reference:
Entity: 20839
Reference: 958615730
Deadline: 11/05/2023
Having said that, we absolutely refute the accusations made by you regarding any act of manipulation or bad faith on the part of this Bank.
Nevertheless, we regret any failure to communicate in the context of the contacts in question.
Vania Pinto
Legal Department
20 April 2023, a complaint was given to the Portuguese Red Book about Cetelem Operation
