Banco Itaú customers are being affected by the instability that affects the financial institution’s system, who report facing problems such as not being able to access their accounts, unrecognized transactions, statements with errors, among others. This Thursday afternoon (3), Procon-SP informs that it will notify the bank to explain about the instability on the website, application and other services of the financial institution. Clarifications must be provided by March 7th.
According to the information released by the consumer protection agency, the company must clarify when it found the problem; what is the regularization forecast; what security measures and protocols were implemented; whether the company’s database was affected and what kind of information was compromised.
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Explanations were also requested on which customer services were affected and how many consumers were affected; what type of transactions and operations were and are still compromised; what are the impacts for the consumer; how many complaints were registered in the company’s channels and whether these consumers are being directed to a specific service channel.
Procon-SP also asks for explanations on how the consumer can exercise rights such as contesting withdrawals, payment of charges for non-payment of debts, due to lack of access to the account and other demands arising from the unavailability of the system. In addition to information on which alternative channels have been made available.
Data Protection
In addition, the group will have to inform – and prove – whether it adopts security, technical and administrative measures to protect personal data from unauthorized access and from accidental or unlawful situations of destruction, loss, alteration, communication or any form of inappropriate treatment. , or illicit, according to the General Data Protection Law (LGPD).
overdue accounts
According to Idec, if it is not possible to settle the payment due to a failure to provide the service by Itaú, the consumer must contact the creditor and write down the protocol number. If the consumer is charged with a fine, he may question Itaú in court for losses and damages in order to be reimbursed.
The agency also highlights that the Consumer Protection Code provides that the “service provider is liable, regardless of the existence of fault, for the repair of damages caused to consumers by defects related to the provision of services, as well as by insufficient or inadequate information about its enjoyment and risks”.
Resource transfer
Idec emphasizes that it is important for consumers to file a complaint in some of Itaú’s service channels, keeping the protocol number and detailing all possible damages suffered as a result of failure to provide the service of the banking institution.
The consumer can also file a complaint at www.consumidor.gov.br or on the website of the Central Bank of Brazil. “Formalizing the complaint is important, as the Consumer Defense Code, in its article 14, guarantees the consumer the right to claim compensation for any damage suffered in the event of poor service provision. In this case, Itaú has strict liability, therefore, it is not necessary for the consumer to prove the fault of the bank, it is sufficient to demonstrate the causal link between the damage suffered and the failure of the financial institution”, says the lawyer of the Idec financial services program. , Fabio Pasin.
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