Imagine the following situation: someone breaks into your bank account and transfers your money to another account. But, after looking for the financial institution, the service recommends you to call the Life Appreciation Center (CVV) out of desperation. It sounds surreal, but this situation happened to a client of PicPay.
The situation was reported by Maira on a social network. in conversation with the technoblog, she explained that her account was improperly accessed by someone else in September. Afterwards, the attacker made a transfer and carried out the same transaction over and over again, taking the money he had collected for three years away.
After discovering the problem, Maira contacted PicPay immediately. She even tried to carry out the procedures informed by the fintech to recover the money and proved that the cell phone used to access the account was not hers. Still, she couldn’t solve the problem.
PicPay guides customer to look for CVV
A week later, the client contacted the financial institution. “I sent them a desperate email, asking to speak to a person and not a machine,” she told the technoblog. The answer came two days later, with a rather unexpected suggestion:
“To help you at this moment, we advise you to contact the Life Appreciation Center (CVV)”, said the PicPay statement to the user. Then, the email from the financial institution informed the telephone number of the association that performs emotional support and suicide prevention.
User filed complaints in BC and Reclame Aqui
To technoblog, Maira informed that, after taking the case to social networks, the financial institution came to look for her. “He asked for my data and gave me a protocol number,” she said. “I passed the data they asked for and they didn’t send any more messages.”
But the fintech client was not limited to just looking for PicPay. Maira also reported that she opened a police report and filed a complaint with Reclame Aqui. The case was also reported to the Central Bank of Brazil (BCB) through the complaints tool of the entity that regulates Brazilian financial institutions.
Users complain about fintech service
It didn’t take long for other PicPay users to report their problems via Twitter. In reaction to the report, one person claimed that a customer of his requested a chargeback of a purchase that was not returned. The financial institution, however, made the refund without even notifying who had received payment for the sale.
Another user reported that he went through a similar situation. “They don’t lend themselves to solving absolutely anything,” he said. According to the fintech client, emails always bring ready answers. In the sequence, one more person stated that he did not receive help from PicPay after he was hit.
What does PicPay say?
O technoblog contacted the financial institution on Tuesday (18). In a statement, the fintech said that the case was resolved. Check out the full position:
“PicPay informs that the case has been resolved. The PicPay team also contacted the user to clarify the situation and resolve doubts.
PicPay regrets the episode and emphasizes that the company’s priority is to provide a safe and quality service to its users, with teams dedicated to mitigating, monitoring and controlling any risks.”