THE National Institute of Social Security (INSS) cautiously suspended the contract with the financial operator Crefisa. Announced on Thursday (21), the decision was motivated by repeated Complaints of retirees and pensioners who receive their social security benefits through the company.
Because it is a precautionary measure, the suspension applies to new benefit payments, As the institute considers “necessary to cease irregularities and safeguard the public interest until the definitive conclusion of the investigation processes”.
According to the INSS, among the complaints most frequently submitted to the institute’s own Ombudsman, on the Fala.br platform, Procons and even the Brazilian Bar Association (OAB), there is evidence that Crefisa not only hinders or prevents full withdrawal of the amounts received, but coercing accounts and the married sales of products.
In a note, the Institute also points to evidence of the lack of adequate structure in the CREFISA agencies, manifests for extensive queues of customers, lack of ATMs and inadequacy of the physical space. Among the “irregularities” cited by the institute are also the difficulty of beneficiaries in portability processes and the lack of clear information.
“The INSS does not condone with practices that cause damage or discomfort to beneficiaries, especially those in socially vulnerable situations,” says the institute. “Transparency and security in care are unnatural principles in the relationship with the insured. The Institute reiterates its commitment to oversee and demand that all partner banking institutions provide service to the quality and respect that retired, pensioners and other beneficiaries deserve.”
Modernization
Consulted by Brazil agencyCrefisa replied that she was surprised by the decision, which was not anticipated and formally communicated. The operator states that it has not committed any irregularity and that fully complies with the clauses of the service contract signed with the INSS.
“Since the provision of services began [em 2020]Banco Crefisa has invested more than R $ 1 billion in technology and the expansion and modernization of its service posts, fulfilling the established contracts and meeting all the requirements imposed by the INSS, ”said the operator, revealing that he meets more than 1 million retirees and pensioners of the General Social Security Regime [RGPS].
“No contract is entered into without customer authorization. There is a clear process of hiring and all contracts are signed. There is no coercion to open an accounting account, nor the married sale of products, and the proof of this is that less than 5% of the more than 1 million beneficiaries opened an accountant account in the institution,” the bank is adequate and there are ATMs in all posts for all posts to perform care withdrawals.
“Therefore, there is no difficulties or impediment to receiving benefits, as there are no delays, refusals of payment and limitation to withdrawal,” the institution reiterated, revealing that a new system of sorting and emission of passwords, “more modern and new features”, is being implemented to improve customer service management at all bank posts.
“Finally, it is important to clarify that no company, regardless of its size, segment or excellence in the services provided is immune to receive complaints from its customers. The appropriate metric to evaluate the quality of services is the proportional rate of complaints, ie the number of complaints in relation to total customers or operations performed, which allows fair and balanced analysis. Less than 1%, ”said Crefisa.
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Leaf
Since January 2010, complying with a determination of the Federal Court of Audit (TCU), the INSS performs, the auction of its benefit payroll. Every five years, a new auction is held and the benefits granted are transferred to the winning bank in the corresponding microregion.
In the face -to -face trading session held on October 22, 2024, Crefisa presented the best proposal, winning 23 other banking institutions in the dispute to take over 25 of the 26 lots available for the payment of new benefits, from January/2025 to December/2029.
According to the INSS, the selected and hired institutions through bidding processes should follow strict quality standards in service and account regularly, and may be breached and other requirements result in penalties and even the suspension of the contracted financial institution. In the decision order published today, in Official Gazette of the Unionand signed by the president of the institute, Gilberto Waller, The INSS points out that the financial operator failed to comply with clauses of service contracts.
In a statement, the Brazilian Association of Procons (Proconsbrasil) classified as “correct” the preventive suspension of Crefisa, by the INSS.
“Many problems would be avoided if for these bids and competitions were requested negative certificate from the consumer protection agencies or directly to Senacon, the system used for the registration of complaints and the MJSP.”
*Changed matter at 12 noon for information increase.
