Overview

• Live from October 1, the feature lets users contest suspicious transfers directly in their bank apps via the MED self-service channel, without contacting support.
• When a contest is filed, the recipient’s bank is notified instantly and must block available funds, including partial amounts, while the case is reviewed.
• Institutions have up to seven days to analyze the claim, and confirmed frauds are refunded to the victim within up to eleven days after the contest.
• Refund timelines differ by cause: up to 11 days for fraud cases and typically up to 24 hours for operational failures in Pix automatic processes.
• The tool is restricted to fraud, scams and coercion, excluding commercial disputes, buyer’s remorse, key-entry mistakes and transactions involving good-faith third parties; further MED upgrades to trace funds and allow refunds from other accounts start optionally on November 23, 2025 and become mandatory in February 2026.