Miguel Ángel Navarro, head of the bank financing area at Tbig Finance, has harshly criticized the operational limitations of neobanks in exceptional situations, warning of the risks involved in the lack of personalized attention on these digital platforms.
According to him, the lack of direct contact with a person causes serious problems for customers when incidents or blockages arise in their accounts.
"Neobanks don't have a person to talk to and ask questions. There are more and more clients who only work with one or two entities, so when a blockage like this happens, the collapse is brutal," he said.
In this sense, he explained that some users have had their accounts blocked for not presenting certain documents. “With a traditional bank, you can have the necessary interlocution to, in an extraordinary way, solve the situation”, he added.
Navarro illustrated this situation with the case of a customer who, despite having an account in a neobank with attractive remuneration conditions, ended up opting for a traditional bank.
“He told us that he preferred to have a person behind him who could attend him and offer services” he said, stressing the importance of human treatment, especially in critical situations.
The head of Tbig Finance was also self-critical about the level of financial education in society: “We lack financial culture, but it is much more comfortable to work alone with a financial institution that gives you confidence and assistance”.
In addition, Navarro has issued a warning about the current economic context, especially for pequeñas empresas y startups.
"We are close to many companies because this has been a very tough year at the banking level. Credit is very restricted" he said. Despite the marketing campaigns aimed at the entrepreneurial ecosystem, he has qualified: “You see a lot of advertising for startups in some banks, but the reality is very different”.
As for the new business models, he highlighted that entrepreneurs are facing a significant change in the way they operate: "They are looking for scalable models and, as startups, it is a real paradigm shift”.
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