How can you contact support?
In the event that you have an incident in relation to your Correos Prepaid card, you must first contact our support service in the following ways:
- Telephone: 911 743 410
- Email: soporte@correosprepago.es
How can you file your complaint/claim?
If, despite everything, you consider that your incident has not been resolved, you can file your complaint or claim with the Customer Service (SAC), through:
- Email: sac@bnext.es
- Or by post to:
Bnext Electronic Issuer E.D.E., S.L.Servicio de Atención al Cliente (SAC)C/ López de Hoyos 135 1ºC 28002 Madrid
What information do I have to include to file the claim?
To file the claim you must provide the following information:
- Name and surname
- DNI or NIE
- Identification of the card modality and identification of the first 6 digits and last 4 digits of the Correos card.
- Telephone number and email address associated with the Correos card.
- Detailed description of the reason for the complaint or claim
- The documentation that you consider to prove or serve to clarify what happened.
What is the process like?
The process for responding to the complaint is as follows:
- We'll send you an email to confirm that we've received your complaint, and we'll respond within 15 business days from the date the claim was received. If the SAC needs additional information, you will be asked to do so, and in that case, the deadline will be extended.
- Once the complaint has been lodged with the SAC and in the event that the response has not been satisfactory or if a period of fifteen working days has elapsed since the complaint was submitted without having received a response, you can contact the Bank of Spain's Complaints Service:
Department of Entity ConductCalle Alcalá, 4828014 Madrid
Access to the Banco de España Virtual Office
Access to the Banco de España Banking Customer Portal
For any other type of consumer complaint, we provide you with an official complaint form that you can download through the following links: