O aumento da inadimplência fez com que os bancos abrissem sites exclusivos para renegociação de dívidas de seus correntistas. Nessas plataformas, todos os débitos do cliente -em cartão de crédito e cheque especial, por exemplo- podem ser somados e se transformar em um único crédito pessoal.
As instituições financeiras apostam que a discrição do sistema, em que o cliente não precisa falar com o gerente e fica livre de cobranças por telefone, serve como estímulo para a quitação das dívidas.
Mas, para educadores financeiros, a ferramenta pode fazer o cliente pagar mais na hora de sair do negativo. Para eles, a negociação pessoal sempre será mais vantajosa do que a feita por computador, já que possibilita obter descontos melhores.
“É preciso tomar cuidado com a questão da impessoalidade, já que o cliente vai estar conversando com o computador, que oferece opções já fechadas de parcelamento”, afirma o educador financeiro Silvio Bianchi.
Ele argumenta que, pela internet, a pessoa não vai poder dar “aquela choradinha” para obter um desconto, o que poderia ocorrer se conversasse com o gerente.
Na renegociação pela internet, o correntista não consegue saber se a taxa de juros cobrada no novo contrato é a mais barata possível.
Questionados, os bancos não informaram a taxa do crédito renegociado.
De acordo com o Banco Central, a taxa média de juros para pessoa física na renegociação era de 56% ao ano, no levantamento de junho. No cheque especial, era de 315% ao ano, enquanto no cartão de crédito chega a 470% ao ano.
Só trocar a dívida não é suficiente, diz Reinaldo Domingos, presidente da Abefin (Associação Brasileira de Educadores Financeiros). “Se não houver condições de pagar, é melhor nem renegociar e esperar o momento mais adequado para fechar um acordo”, afirma.
MELHOR PARA BANCOS
A combinação de juros, inflação e desemprego em alta fez a inadimplência das pessoas físicas subir para 6,1% no mês de junho, ante 5,3% há um ano. Isso significa mais custo para os bancos, que precisam reforçar suas reservas contra calotes.
O Banco do Brasil lançou um canal de renegociação em 2014 e fechou 280 mil acordos desde então. O total de dívidas já renegociadas é de R$ 2,8 bilhões, afirma Walter Malieni Júnior, vice-presidente de Controles Internos e Gestão de Riscos do BB.
De acordo com o executivo, 80% dos acordos de renegociação fechados via internet são cumpridos -taxa maior que a obtida pelas empresas de cobrança, que é de aproximadamente 70%.
No Itaú Unibanco, o sucesso das negociações no ambiente digital é, em média, 20% maior na comparação com outros canais, segundo Adriano Pedroti, diretor de Crédito e Cobrança da instituição.
“O cliente consegue, em poucos segundos, solucionar suas pendências pelos diversos meios digitais. É bom para o cliente, que ganha tempo, e também para o banco”, afirma Pedroti.
A Caixa lançou sua plataforma em julho. Além do site exclusivo, montou uma frente de renegociação em seus perfis no Facebook e no Twitter e planeja lançar um aplicativo dedicado ao serviço.
No caso do Bradesco, a solução foi firmar parcerias com os portais Quero Quitar e Acordo Certo. Segundo o banco, neste ano já foram realizadas mais de 60 mil consultas de clientes aos portais. A instituição não informou o total renegociado.
Já o Santander diz que está desenvolvendo uma solução via web, que abrange todos os produtos para renegociação. Por enquanto, é possível negociar com um atendente via chat pelo site do banco.

76 COMENTÁRIOS

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