Ouvidoria

Um canal independente e transparente para acolher, tratar e resolver com imparcialidade as demandas que não foram solucionadas pelos nossos canais de atendimento.

A Ouvidoria da ATTRUS é um canal independente e transparente, dedicado a acolher e tratar demandas de clientes e usuários que não foram solucionadas pelos canais de atendimento primários. Sua atuação tem como objetivo garantir respostas claras, ágeis e imparciais, além de contribuir para a melhoria contínua dos produtos, serviços e processos da empresa.

Com base em princípios de independência, confidencialidade, transparência e tempestividade, a Ouvidoria assegura tratamento adequado a manifestações como reclamações, solicitações, sugestões e elogios, sempre com foco na experiência do cliente.

O atendimento é realizado por estrutura especializada e independente, com prazo de resposta de até 10 dias úteis, garantindo acompanhamento por meio de protocolo e acesso gratuito ao usuário.

Canais de atendimento da Ouvidoria

E-mailouvidoria@attrus.com
Telefone0800 717 7789
Horário de atendimentoDe segunda a sexta-feira, das 9h às 18h (dias úteis)

Defesa do consumidor

A ATTRUS apoia a plataforma consumidor.gov.br, iniciativa pública do Governo Federal para mediar e solucionar conflitos entre instituições e consumidores.

Além de atuar na resolução de demandas, a Ouvidoria também desempenha papel estratégico ao gerar relatórios e recomendações que apoiam o aprimoramento contínuo da organização, em conformidade com as normas aplicáveis.

Brazil — Disclaimer regulatório

Payment and foreign-exchange services provided in Brazil under the ATTRUS brand are rendered exclusively by ATTRUS Instituição de Pagamento S/A, a Brazilian licensed electronic currency issuer and foreign exchange operator entity authorized by the Banco Central do Brasil and registered under SISBACEN code 00141 and CNPJ 10.789.035/0001-05, with offices at Rua Senador Milton Campos, 35, 14º andar, Bairro Vila da Serra, Nova Lima/MG, CEP 34006-050.

ATTRUS Instituição de Pagamento S/A operates within the regulated eFX framework administered by the Banco Central do Brasil, supporting international payments and transfers through exchange operations performed by authorized institutions in accordance with the controls required to prevent illicit conduct and ensure the lawful processing of every transaction.

Consumer rights, complaints, and regulatory inquiries relating to Brazilian operations may be directed in the first instance to ATTRUS's customer service channels at atendimento@attrus.com, or, in the second instance, to the official channels made available by the Banco Central do Brasil.

United States — Regulatory disclosure

ATTRUS is a financial technology company, not a bank. Deposit accounts made available through the ATTRUS platform in the United States are provided by a U.S. chartered depository institution acting as sponsor bank, Member FDIC. ATTRUS is the program manager and provides the technology platform; the sponsor bank holds client funds and provides banking services.

Money-transmission and foreign-exchange dealer activities within the ATTRUS group in the United States are conducted by FacilitaPay North America LLC, a Montana limited liability company (EIN 39-4700263), registered with the Financial Crimes Enforcement Network (FinCEN) as a Money Services Business under registration number 31000317304860. The registered activities are Money Transmitter and Dealer in Foreign Exchange. FacilitaPay North America LLC's registered address is 3011 American Way, Missoula, MT 59808.

Funds held in deposit accounts opened through the ATTRUS platform are deposited at the sponsor bank, Member FDIC. Subject to applicable FDIC requirements and limitations, deposits are eligible for FDIC pass-through insurance up to the standard maximum deposit insurance amount of $250,000 per depositor, per insured bank, for each ownership category. FDIC insurance does not protect against the failure of ATTRUS.

FDIC insurance applies only to U.S. dollar deposits held at the sponsor bank while in your deposit account. The following are not FDIC insured: (i) funds in transit through payment networks or correspondent banks; (ii) foreign-currency balances; (iii) funds held outside the United States; (iv) cryptocurrency or stablecoin balances; (v) investments or any other non-deposit products or services.

Cross-border payments, foreign-exchange conversion, international wire transfers, stablecoin and cryptocurrency services, and treasury services offered through the ATTRUS platform are provided by ATTRUS and/or its affiliates and licensed partners outside of the sponsor bank. These services are not deposit products, are not provided by the sponsor bank, and are not FDIC-insured. Applicable exchange rates and fees are disclosed prior to execution.

Complaints regarding money-transmission or foreign-exchange services may be directed in the first instance to compliance-us@attrus.com, and in the second instance through the channels listed in FinCEN's public guidance for Money Services Businesses and through the consumer-protection channels of the state in which the consumer resides.

Legal entities & addresses

Region	Entities	Office
🇧🇷 Brazil	ATTRUS Instituição de Pagamento S/A (Bacen IP, SISBACEN 00141, CNPJ 10.789.035/0001-05)	Rua Senador Milton Campos, 35, 14º andar, Nova Lima/MG, CEP 34006-050
🇺🇸 United States	Facilita INC · ATTRUS US LLC · FacilitaPay North America LLC (FinCEN MSB no. 31000317304860, EIN 39-4700263)	3350 Virginia Street, 2nd Floor, Miami, FL 33133
🇲🇽 Mexico	FPAY Internacional, SA de CV · FacilitaPay México, SA de CV	Polanco, Mexico City
🇨🇴 Colombia	FPay Colombia SAS (NIT 901.640.451-2)	Calle 81 11 55 Piso 9 Torre Norte, Bogotá D.C.