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Cynthia R

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Review of the BNP Paribas, Wealth Management:

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Formal Complaint agains Stockel Agency - Eddy Guida,...

Formal Complaint agains Stockel Agency - Eddy Guida, branch manager Subject: Formal Complaint – Unjustified Debit Card Blocking and Outrageous Treatment by BNP Paribas Fortis (Stockel Branch) Dear Sir/Madam, I am writing to formally submit a complaint regarding the unacceptable treatment I have received from BNP Paribas Fortis, Stockel branch. On March 27th, my debit card was suddenly blocked without any prior notice or explanation. Despite repeated efforts to understand the reason behind this blockage — via phone calls and in-person visits — no one has been able to provide me with a clear answer. Instead, I was redirected to Card Stop with no proper guidance or support. This situation left me without access to my own funds for over a week. I found myself at a supermarket, unable to pay for basic necessities. As a working mother with children, including one with a disability, this had severe consequences on my daily life. Unfortunately, my experience at the Stockel agency was even more distressing. I was treated with shocking arrogance and disrespect by Mr. Eddy GUIDA, the branch manager, and his colleagues. When I explained my situation and the urgency of needing access to my funds, Mr. Guida openly smiled, along with two of his employees who were laughing. They made no effort to offer assistance or even show the slightest empathy. Their reaction was not only unprofessional, but dehumanizing. In the midst of the emotional distress, I suffered a physical collapse inside the branch. Rather than offering help, the staff continued to mock me. I reached a breaking point and reacted emotionally, which I regret, but I hope you understand the extreme circumstances that led to this. To add to the confusion, I received a reminder for an appointment I never scheduled — I never spoke to anyone, nor did I receive a confirmation via SMS or email. The overall disorganization is alarming. I have been a loyal customer of BNP Paribas Fortis for many years, as has my father for over six decades. I never imagined being treated in such a degrading and indifferent manner by a bank I trusted. I am therefore requesting FSMA to thoroughly investigate this matter and ensure appropriate actions are taken. I am also seeking a clear explanation as to why my card was blocked, a formal apology for the treatment I received, and guarantees that such behavior will not be tolerated within this institution. To this day, I still have no card... Reviewed on: 8th April 2025

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