Many Brazilians found that their CPF was used improperly when trying to download the Caixa Tem application to access the FGTS emergency withdrawal service (Guarantee Fund for Time of Service). People came across the information that the document had already been registered.
Sales representative Adriana Lombardo was one of the victims of this scam. When placing the CPF at Caixa Tem, she was informed that there was already an account in her name. When asking for a new password, he found that the registered email address was not his, preventing him from entering the application because he did not have the password. To try to solve the problem, Adriana went to a Caixa branch and found that the amount of R $ 1,045 released from her account was withdrawn by another person at an ATM in Praia Grande, on the coast of São Paulo.
The institution said it opened a challenge to the withdrawal on September 22 and that in 10 business days the case would be resolved, but Adriana remains unsolved of her problem so far. Adriana says that she has been to the agency once a week since then and always receives the same answer: that her case is under analysis. The sales representative also made complaints to the bank’s Ombudsman and to Reclame Aqui.
Lawyer Paulo Massi was also one of the victims of this coup and faced the same problem with the FGTS emergency plunder. A friend warned him about the scam, so Massi decided to register to avoid being one of the victims. To his surprise, his CPF was already registered, along with an email he was unaware of.
“I called Caixa, at the Call Center and they said they couldn’t do anything [por telefone]”Said Massi to Portal R7, saying that the next step is to go to an agency of the institution to try to resolve the issue. At the time of registration, Caixa Tem asks for information such as CPF and e-mail, data that are made public for public officials, as in the case of Massi.
As Massi is unable to access the application, he knows that the money was taken from his FGTS account, but not how it was used.
Caixa did not report to the report how many cases of FGTS fraud were registered, but said it collaborates with security agencies that work to combat crimes. Read the note sent to R7:
“CAIXA informs that it collaborates with the security agencies that work to combat fraud in the FGTS Emergency Cash and other social benefits and clarifies that information about criminal events is passed on exclusively to the police authorities.
CAIXA strategically and preventively monitors suspicious cases and blocks accounts with evidence of fraud or with registration inconsistencies to verify information.
This check is guaranteeing the preservation of the right to withdraw social benefits by all people who correctly meet the eligibility criteria and need the resources of Emergency Aid, which is the largest income transfer operation in the country’s history.
The care that beneficiaries must take in order not to be victims of fraud is available at https://caixanoticias.caixa.gov.br/noticia/21501/auxilio-emergencial-saiba-mais-sobre-os-cuidados-para-evitar -strikes-and-frauds.
Eventual withdrawal challenges can be formalized by the beneficiary directly at any CAIXA branch. In cases where there is evidence of fraudulent withdrawal, the beneficiary will be duly reimbursed ”.
What to do in case of fraud
Procon-SP stated to the R7 report that the application’s security is the responsibility of Caixa and that, therefore, in cases of withdrawal by third parties, the consumer must be reimbursed.
“If the consumer has values withdrawn without his authorization, he must immediately complain to the bank. If the customer does not prove that the customer made the withdrawal, the consumer must be reimbursed. If the bank refuses the return, the consumer must file a complaint with Procon ”, says the consumer protection body.
Idec economist Ione Amorim says that “despite the system being slow and hampered by the reduction of teams and increase in complaints, the recommendation is really to register the complaint with Caixa’s Customer Service. It is also important to register the complaint on the www.consumidor.gov.br platform ”.
In this type of fraud, the movement without consumer authorization represents a breach of bank secrecy, according to the economist. “Caixa must open the internal process to investigate and correct the system failure and return the money to the consumer”, he explains.
Despite the institution being responsible for these cases, Amorim advises that “the consumer needs to be aware of the type of information he provides, because the fragility of the contact data (phone, third-party e-mail, use of someone else’s application) contribute for fraud to occur and, in such cases, it is not possible to assign responsibility to the bank ”.
Procon-SP also gives some tips for consumers to avoid fraud:
• do not believe in offers of help, assistance, money etc. sent by whatsapp, social networks, e-mails and do not click on these links;
• do not trust and do not share links and information that you are not sure of the source;
• do not fill out forms that are not on the official websites;
• download apps only from official stores;
• in case of doubts or difficulties, look for a family member or friend who can help;
• use antivirus on your computer, tablet and smartphone.
* With information from Portal R7