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Mercantil Will Inherit Most of the Suspended Contracts from Crefisa with INSS. INSS Decision Redirects 21 Batches of Benefit Payments to Banco Mercantil Following Complaints Against Crefisa
The Mercantil will inherit most of the suspended contracts from Crefisa with INSS, following the agency’s decision to suspend the financial services due to allegations of payment delays, coercion, and tied sales. According to the Ministry of Social Security, the measure will not harm the beneficiaries, as the scheduled transfers for August were processed normally.
Crefisa, which had won 25 batches in the auction held in 2023 to manage the payroll until 2029, received R$ 2.9 billion for the August payroll, covering 1.7 million benefits, including 120,000 new ones. From September, however, the new contracts will go to the banks that placed second in the bids, with Mercantil being responsible for 21 of the batches.
Why the Contracts Were Suspended
The INSS stated that the suspension was necessary to cease irregularities and protect the public interest. The agency reported receiving repeated complaints through various channels, including Consumer Protection Agencies, Public Prosecutor’s Office, OAB, and the Social Security Ombudsman.
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Among the main reported issues were:
- delays and refusals of benefit payments, as well as limitations on withdrawals;
- coercion to open checking accounts and tied sales of products;
- lack of infrastructure in agencies, with long queues and absence of ATMs;
- unauthorized transfers;
- failures in screening and issuance of tickets;
- insufficient information and inadequate service.
These complaints raised doubts about the financial institution’s ability to fulfill the contract signed with INSS.
What Crefisa Says
Crefisa refuted the accusations, claiming it has provided payment services since 2020 without interruptions and that no beneficiaries went without receiving. The company states it has already invested over R$ 1 billion in technology and service points, ensuring the existence of ATMs and screening systems in all branches.
The institution also challenges the accusation of tied sales and coercion to open accounts, arguing that less than 5% of beneficiaries chose to open checking accounts. Furthermore, it emphasizes that the complaint rate is below 1% in relation to the total number of customers served.
What Happens to the Beneficiaries
The payments already processed by Crefisa this month will not be impacted. Starting in September, new benefits will transfer to Banco Mercantil and other institutions, while the old contracts remain under Crefisa’s responsibility. However, beneficiaries may request portability if they wish to transfer their payments to another bank.
The Ministry of Social Security reinforced that the measure aims to provide security to the process and prevent new beneficiaries from being affected by potential operational failures.
The suspension of Crefisa’s contracts and the redistribution to Mercantil and other banks reveal the importance of transparency and adherence to rules in services that directly impact millions of retirees and pensioners.
And you, do you believe that the decision to suspend Crefisa’s contracts was fair? Does this change bring more security to beneficiaries or could it cause new issues? Share your opinion in the comments.
Fui e estou sendo lesada por essa **** de instituição!
Mais do que justo.Primeiro pagamento faltou 300,00 em meu pagamento e alegaram que é o INSS que depositam.Nao tem como vê extrato.Senha,vem com o cartão.
Eu já estou correndo atrás pra fazer a minha portabilidade .as vezes a Crefisa deixa a desejar. As vezes nem consigo entrar no aplicativo. Muito justo