To use the new feature, the customer must access the application of your institution, seek the option ‘Contest Pix’ or ‘Request Return’ and attach evidence, such as prints and vouchers
Banks and financial institutions that operate the Implemented on Wednesday (1) a new digital tool, the Self Self-service, known as the “Contestation Button”, to accelerate the recovery of values in cases of fraud, blow or systemic error. The initiative, released by the Central Bank (BC), allows users to dispute fraudulent transactions directly through the bank’s application.
To use the new feature, the customer must access the application of their institution, seek the option “Contest Pix” or “Request Return” and attach evidence, such as prints and vouchers. The contestation is then communicated to the bank of the alleged coup, which blocks the resources. Both institutions have a period of up to seven days to analyze the case and, if the fraud is confirmed, the return is made, with the return to the customer within 11 days after the defense.
The coordinator of the Cybersecurity Commission of the Brazilian Banks Association (ABBC), Paulo Condetta, points out that the news shortens the way to the reversal. “Speed is key to increasing the retention capacity of blocked values,” he says. It is important to note that the “contest button” does not apply to commercial disagreements, regrets or typing errors in the Pix key.
The measure is part of the BC’s set of actions to improve the Special Return Mechanism (MED), created in 2020. In August, the BC announced another change: from November 23 (becoming mandatory on February 2, 2025), the reversal request in cases of coup could from other accounts that are not used in fraud, aiming to prevent scammers from turning the return to other banks.
Conducta estimates that these modifications represent new “weapons” against the growing sophistication of criminals, adding layers of protection to all institutions that can receive fraudulent values. The initiatives appear in a scenario of increasing cyber threats to the Brazilian financial system. A recent Fitch Ratings report warned that although fintechs and smaller banks are more exposed, the complexity of attacks raises the vulnerability of the entire ecosystem. The banking sector, through entities such as ABBC and the site Tácaradegolpe.com.br, has intensified communication and investment in technology to combat these crimes.
*With information from Estadão Content
