PROCON CARIOCA announces to Nubank,
to provide clarification on the instability in the system
After the news published in the press, Procon Carioca, an agency of the Municipality of Rio, has sent a notice to NUBANK asking for clarification on the problems in the application. The company has a deadline of five days to explain, with evidence, what happened on 10/05/2022 and how customers were affected.
It has been reported that an instability occurred in the supplier’s application on this date, causing the interruption of some services such as pix and payment. In addition, some users reported the inability to access the application.
Also according to the published news, NUBANK clarified that it was a fluctuation due to updates in the application and informed that the company was working to solve the problem, stating that the users’ money was safe.
Given the nature of the service and the obligation of continuity in its provision, the agents of Procon Carioca asked for the following clarifications: what caused the interruption of the service? How long was the service outage and when was it fixed? What measures and procedures have been taken by the company to fix the service? What measures have been taken to prevent the service outage from happening again? In the case of an online-only financial institution that makes it impossible for users to transact in person, what procedures were in place to mitigate the impacts experienced by those who were unable to perform emergency transactions during the outage? How many customers have registered complaints in the notified service channels?
“Procon Carioca is careful that the consumer is not harmed in the provision of the service, in the manner dictated by the rules of the Consumer Protection Code”, says the executive director of the institute, Igor Costa.
For any case that shows non-compliance with consumer laws and that may bring harm to the consumer, the Municipal Institute for Consumer Protection and Protection acts and takes measures. For any question or complaint, citizens can use the agency’s service channels.
Procon Carioca service channels
Phone: (21) 2976-6853
Portal: proconcarioca. municipality. river
Instagram @proconcariocaoficial
Facebook/Twitter: @proconcarioca
Branch 1746: Administrative Center of São Sebastião – Rua Afonso Cavalcanti, 455, Cidade Nova. Face-to-face service Monday to Friday, 9am to 4pm.
