Bank fraud or scam
Nubank
Suffered fraud or a scam involving your account at Nubank? Learn the first steps and what your rights are.
What to do, step by step
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Notify Nubank immediately, block cards and passwords, and register a protocol.
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File a police report describing the fraud in detail.
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Formally dispute the transactions you do not recognize.
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File a complaint with Banco Central and on consumidor.gov.br if there is no reversal.
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Bank security failures may create a duty to reimburse (Súmula 479 of the STJ).
Frequently asked questions
Is the bank responsible for scams committed by third parties?
It depends on the case. Súmula 479 of the STJ makes banks liable for fraud within banking operations (security failure). Scams involving victim participation require specific analysis.
I sent a Pix to a scammer. Can I get the money back?
Contact the bank immediately and request the MED (Mecanismo Especial de Devolução) of the Banco Central, which may block amounts in the destination account.
What evidence should I keep?
Messages, transaction receipts, service protocols and the police report. The more complete the documentation, the better the case analysis.
Need a lawyer?
If administrative measures did not solve it, we can review your case.