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Itaú Confirms New Closures of Physical Branches, but Continues to Show Robust Profit and Advances in Digital Service. See the Latest Numbers, the Case of Campina Grande, and What Changes with Pix on WhatsApp.
The physical network of Itaú Unibanco continues to shrink in various regions of the country, a movement that reflects the migration of the public to digital channels and the pursuit of cost efficiency. For the consumer, this translates into more services via app, WhatsApp, and internet banking, with fewer physical points of service.
Despite the shrinking network, the bank maintains strong profitability and growth indicators. The recent financial performance suggests that the redesign of the network is part of a efficiency strategy, not a financial squeeze.
Closure of Itaú Branches, Updated Numbers and What They Mean for Customers
The latest data from the results report shows that Itaú closed the 2nd quarter of 2025 with 2,738 “branches and CSBs”, down from 2,795 in the 1st quarter and 3,021 a year earlier. The historic series has been revised to consider only active physical structures, excluding units that turned into virtual service. These numbers indicate a consistent reduction in physical presence, in line with the public’s preference for remote services.
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In practice, the customer finds more guidance to use digital channels and, when there is a closure, is usually redirected to nearby units. This transition requires special attention from those who still need specific ATMs, in-person support for complex operations, or advisory services.
From the perspective of user experience, the bank focuses on guiding the activation of online services and expanding functionalities in the app. The goal is to maintain service reach with lower operational costs without compromising essential services.
Closure of Itaú Branch in Campina Grande
A recent example occurred in the Center of Campina Grande (PB), where the branch on Rua Presidente João Pessoa closed its activities. The local communication highlighted the utilization of the team at the unit on Rua Sete de Setembro, along with the maintenance of services via digital channels. For those living in the area, the message is clear: there is alternative nearby service, and the app continues to be the main entry point for daily operations.
When a branch closes, the first step is to confirm the substitute unit and check if your needs are met by app, internet banking, or ATM. The bank’s official map of branches and services helps locate the nearest physical point and identify operating hours.
For customers who conduct specific operations, such as high-value transactions, it is important to plan ahead and use digital support to clarify doubts before going in person. This reduces friction and avoids unnecessary trips to already deactivated addresses.
High Profit, Elevated ROE, and Operational Efficiency
In the 2nd quarter of 2025, Itaú reported R$ 11.5 billion in recurring managerial results, an increase of 14.3% over the 2nd quarter of 2024, with an annualized ROE of 23.3%. The bank also maintained operational efficiency and increased margins with clients, supporting the view that the cuts in the physical network are linked to productivity gains and expense control, rather than financial difficulties.
These numbers reinforce that the reconfiguration strategy of physical reach occurs alongside the strengthening of the business. The reduction of branches, combined with the increased use of the app and other channels, tends to optimize the cost per customer served.
It is worth noting that the bank details in the report the result levers, such as financial margin with clients, credit quality, and non-operational expenses, in addition to the efficiency itself. The transparency of this data contributes to the understanding of the movement.
Pix on WhatsApp and Itaú Digital Service
On the innovation front, Itaú released Pix directly on WhatsApp, a feature that allows sending and receiving transfers via text, audio, and QR Code, activating the Itaú Intelligence within the messenger. The function brings convenience for those already using the messaging app and simplifies access to daily banking services.
In the last week, the bank expanded access to Pix on WhatsApp for the entire customer base, a move that reinforces the conversational banking strategy. To activate, the customer enters the Itaú app, searches for “Pix on WhatsApp” and enables the feature. They then start to interact with the official channel and can execute transactions without leaving the messenger.
In addition to convenience, the bank emphasizes integrated security and anti-fraud practices within the experience, with checks during the journey. The expectation is that the feature will reduce friction in using Pix and replace visits to branches for simple operations, accelerating the migration to digital.
And you, do you think that the closure of Itaú branches is a natural step in the digital age, with Pix on WhatsApp and the app solving everything, or will it leave customers without adequate support, especially those who rely on in-person service? Share your opinion in the comments.
Não gosto pois penso que o idoso que não tem acesso a Internet fica impossibilitado .
Acho q precisa melhorar o atendimento dentro da agência Itaú os funcionário são péssimos quando vc precisa de uma orientação dentro da agência de um funcionário ela atende a gente muito mal e preciso ser mais humanista com as clientes a final tem coisa q não dá pra resolver no app ainda falta muito pra melhorar o serviços online falta muito pra ser um banco digital a final os banco não está preparado pra fazer um serviço igual o nubank o nubank já nasceu digital
Eu dependo de atendimento presencial
Procura a CEF, a melhor que atende presencialmente!