CloudWalk posts second-lowest complaint rate among Brazil’s 15 largest financial and payment institutions

São Paulo, Brazil - CloudWalk,  the financial technology company that owns InfinitePay, Pierre.finance and JIM.com, posted the second-lowest complaint rate among Brazil’s 15 largest financial and payment institutions by customer base. The Company recorded 10.12 substantiated complaints per million customers, across a customer base of approximately 22.6 million. The figures appear in the Central Bank of Brazil’s Q3 2026 Complaints Ranking, released on October 22.

At InfinitePay, customer support focuses on helping business owners resolve issues fast so they can get back to work. Gabriel, one of CloudWalk’s in-house AI support agents, is a central part of that approach. In July, CloudWalk reported that Gabriel was closing 90% of support cases without human intervention. When a case requires human judgment, the agent helps the customer reach a specialist. The approach combines the availability of AI with the expertise of human support teams.

CloudWalk also brings employees into the support process through InfiniteWalk, a program that pairs participants with customer support specialists. These hands-on sessions give teams firsthand insight into customers’ challenges and opportunities to improve their experience. In addition, CloudWalk’s Ombudsman Office listens to customers and addresses concerns with care and transparency. It pursues lasting solutions as the company’s customer base, product offering and operational complexity grow.

The Brazilian Central Bank publishes its ranking quarterly, measuring complaints in which it identifies evidence of noncompliance with applicable regulations. Rates are adjusted for each institution’s customer base, allowing comparisons across institutions of different sizes.

Source: Central Bank of Brazil, Complaints Ranking, Q3 2026. View the full ranking.