CaixaBank Store - València Parterre, 46003 Valencia

We are going to start the process of creating a legal claim and formal complaint.

My husband and I walked in to this store and were told we needed to make an appointment. The woman was very friendly and took all of our information.

She went down the list of all the requirements and we confirmed we had all the necessary paperwork.

The bank agent called shortly after and confirmed our information and scheduled an appointment with us.

Then we arrived at the bank and sit down at her desk and almost immediately she says (this is all taking place in Spanish) “oh you know you have to take out health insurance with us in order to open an account, right? ”

So we got up and left and walked down the street to the next Caixa bank.

We triple checked that we met the requirements to open an account, which were stated online.

We speak to another agent at another branch and she goes through the list of requirements to open an account. We all agree that we have met all the requirements.

She goes away for about 30 seconds and says “no we cannot open accounts with an NIE”. She doesn’t give any explanation as to why the policy has suddenly changed. She just kept repeating that she “doesn’t have permission”.

I am from the United States and my husband is from Chile.

Given that both bank branches seemingly invented different reasons why they couldn’t open our accounts, we are going to start the process of making a formal complaint against the bank.

We will first submit a detailed written complaint to the corporate office of the bank, and if no satisfactory action is taken, such as providing a legitimate reason why are not allowed to open an account, we will escalate and speak to a lawyer.

Te atienden lo más rápido posible, es aconsejable pedir cita previa por la app o llamando por teléfono porque puede que el gestor/a tenga la agenda llena o no esté.
Yo estoy muy contenta con las gestiones que tengo que hacer siempre.