Severe AML/KYC Failure and Refusal of Emergency Fraud Recall

Formal complaint against Banco Best for severe breach of security duties, and Caixa Central de Crédito Agrícola Mútuo for severe KYC failures, following a social engineering fraud on 19.08.2026 at 16:51 involving an 858 EUR transfer. My police report is attached. The fraud was executed via WhatsApp impersonation using a stolen identity. On 20.08.2026, the identity theft victim filed an official police report confirming her identity was hijacked to orchestrate this crime (second police report attached). This legally establishes the transfer as the direct proceeds of cybercrime. Banco Best failed its Anti-Money Laundering (AML) monitoring duties by processing this unusual transaction without security alerts. Worse, customer service refused to trigger urgent SEPA interbank Fraud Recall mechanisms, offering instead a paid administrative service dependent on the fraudster's consent (email attached). This passivity directly violated their duty to protect the client and mitigate ongoing financial crime. Furthermore, Crédito Agrícola failed its KYC and due diligence duties by allowing a "mule account" to receive and disperse these stolen proceeds. Allowing the dispersion of these funds after formal police notification creates direct civil liability for both institutions. I demand an immediate interbank freeze and full restitution of my 858 EUR. CC: Banco de Portugal.

Exmos. Srs., O Banco Best responde a todos os seus Clientes, seguindo a sua Política de Tratamento de Reclamações e Resolução de Litígios que se encontra publicada, pelo que esta situação também teve o devido tratamento. Com os melhores cumprimentosbest regards, Elisabete Santos Diretora de Área Direção de Marketing M*: +351 961 385 023 T**: +351 218 839 353 www.bancobest.pt Campus do novobanco Av. Dr. Mário Soares, Taguspark, Edifício 2, Piso 1 2740-119 Porto Salvo *Chamada para a rede móvel nacional. **Chamada para a rede fixa nacional. AVISO DE CONFIDENCIALIDADE Este e-mail e quaisquer ficheiros informáticos com ele transmitidos são confidenciais e destinados ao conhecimento e uso exclusivo do respetivo destinatário, não podendo o conteúdo dos mesmos ser alterado. Caso tenha recebido este e-mail indevidamente, queira informar de imediato o remetente e proceder à destruição da mensagem. O correio eletrónico não garante a confidencialidade dos conteúdos das mensagens, nem a receção adequada dos mesmos. Caso o destinatário deste e-mail tenha qualquer objeção à utilização deste meio deverá contactar de imediato o remetente. CONFIDENTIALITY WARNING This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Their contents may not be altered. If you have received this e-mail in error please notify the sender and destroy it immediately. Please note that Internet e-mail neither guarantees the confidentiality of the messages sent using this method of communication nor the proper receipt of the said messages. If the addressee of this message objects to the use of Internet e-mail, please communicate it to the sender.

This generic automated response does not address the core regulatory violations. I am awaiting a formal, substantive resolution regarding Banco Best's failure to initiate an emergency SEPA Fraud Recall and the documented AML/KYC breaches. The case remains open and has been fully detailed with the Banco de Portugal.