Subject: Complaint for bank negligence, undue granting of credit and liability for financial loss
I hereby present a formal complaint regarding a fraud situation associated with my bank account and the subsequent action by the institution. On 05\03\2025, I was a victim of fraud, and unauthorized movements were made in my bank account. The situation was promptly communicated to the bank, and the institution was fully informed that the account was compromised from a security point of view. Despite this prior knowledge, and at a stage after the communication of the fraud, bank employees proceeded to grant a credit in the amount of approximately €2000, an amount that was deposited in the same previously committed account. It is important to note that: * The account was already identified as vulnerable and insecure; * No additional protection measures were implemented before the amount was made available; * The amount of the credit was again the target of fraud a few hours after its availability; * I never had effective access or benefited from the amount granted. As a direct consequence of this action, I am currently bearing monthly charges related to a credit whose value was fully lost due to a serious failure of diligence and duty of care on the part of the banking institution. I believe that the bank's performance constitutes a clear situation of negligence, insofar as: * I was aware of the risk situation; * Did not take adequate measures to prevent further losses; * Contributed directly to the worsening of the client's financial situation. In addition, I understand that the present situation may constitute a violation of the duties of diligence, security and responsibility provided for in the European payment services regime (PSD2 Directive), in particular with regard to the obligation to prevent unauthorized operations and mitigate risks after fraud detection. Given the above, I come to demand: 1. The immediate cancellation of the credit agreement associated with this situation; 2. The cessation of any charges, interest or penalties related to said credit; 3. The return of any amounts already paid under this credit; 4. The presentation of a formal and reasoned justification for the procedures adopted by the institution in this case. I also request that this situation be analyzed with due urgency, taking into account the significant and unfair financial impact that was caused to me. I inform you that, if an adequate resolution is not presented, I reserve the right to escalate the situation with the competent authorities, including Banco de Portugal and other dispute resolution bodies. Without any other subject at the moment, I await a quick response and the adequate resolution of this situation. With best regards, Maryam Shams
