Know what to do if your cell phone is stolen

Cell phone theft or theft can cause greater damage than the loss of the device. There are cases where criminals manage to unlock the cell phone or take it already unlocked, which allows transfer of large amounts of money, as well as purchases, loans and bill payments using the victim’s name.

Of the five main complaints in the Central Bank’s ranking, four are issues related to failures in security, secrecy and the legitimacy of transactions. In the fourth quarter of 2021 alone, there were 7,019 such complaints, out of a total of 18,681 complaints received by the institution, according to the most recent data available.

Complaints involve situations such as credit card purchases without the customer’s authorization, delay in returning amounts unduly paid, redemption of investments without authorization and transactions not recognized in internet banking.

The action of criminals occurs mainly when they manage to take the device already unlocked while the victim types a message or answers a call on the street, for example, or even inside the car, whether it has the window open or not. [há casos em que os assaltantes quebram os vidros]. But there are also situations where criminals manage to unlock the device.

This type of crime is on the decline in the state of São Paulo, according to data from the SSP (Secretariat of State for Public Security of São Paulo), but it continues to bring financial damage to victims. In January and February of this year, 31,610 cases of cell phone theft were recorded in São Paulo. In the same period of 2021, there were 33,994 cases. Before the pandemic, in the first two months there were 43,380 records of cell phone theft.

Victim must block apps and cell phone quickly

Internet security specialist Cristian Souza, professor at Idesp (Instituto Daryus de Ensino Superior Paulista) and cybersecurity consultant at Daryus Consultoria, says that the sooner a citizen who is a victim of robbery or theft acts, the faster he can prevent a greater damage occurs.

“You must disable all users who are connected. This is done remotely, on a computer or another cell phone. The system will ask if you want to disconnect all devices, say yes. Remember all the applications you have installed and disconnect, like Gmail, WhatsApp, Instagram and Facebook”, he teaches.

Another way to protect yourself is to erase all apps or data in time. “If you manage to erase all the data in time, before the person is able to release the device or change their password, you will be protected”, says Souza.

What to do as soon as your cell phone has been stolen

1 – Erase data and apps remotely

You need access to a computer or other mobile phone to remotely access your apps and delete them or disconnect your accounts.

To disconnect your accounts:

• Go to google.com.br and log into your account
• On the right side of the screen, above, click on the letter of your name
• Go to “Manage your Google Account” and on the next page click on “Security” on the left
• Under “Your Devices” below, go to “Manage Devices”
• Go to “More details”, then “Exit”

It is also possible to wipe your phone remotely.

For Apple cell phones:

• Visit icloud.com/find
• Enter email and password
• On the next page, click “All Devices” and then “Erase iPhone”

For Android phones:

• Go to android.com/find
• Enter login and password
• On the right side of the screen, click on the stolen device
• Go to “Enable Lock and Wipe” and then “Wipe Device”

2 – Block the phone line and notify your bank

• Call your mobile operator and provide your IMEI number (International Mobile Equipment Identification, in Portuguese) to cancel your SIM card and block your device
• The Imei is a number written on the phone case, usually on a white label.
• Also call your bank and notify them about the theft or theft so that the app is blocked

3 – Register an incident report

• After changing passwords and locking your cell phone or erasing the device remotely, file a police report.
• The occurrence record can be online; in the state of São Paulo, the website to file a complaint is police stationeletronica.policiacivil.sp.gov.br
• The ideal is to make the newsletter as soon as possible, to be protected if you are a victim of fraud and online theft with the cell phone that was taken from you.

^{Sources: Cristian Souza, professor at Idesp (Instituto Daryus de Ensino Superior Paulista) and cybersecurity consultant at Daryus Consultoria, and dfndr laboratory, at PSafe}

Emilio Simoni, chief security officer at PSafe, an internet security company, says that the technological security of banking apps in Brazil makes apps among the safest in the world, but criminals already share information with each other on how unlock each.

“Criminals know how to achieve things that not even customers can. It is important to always activate all security mechanisms. One of the most effective is the quick screen lock”, he says.

Police chief Laércio Ceneviva Filho, from the cyber crimes division of DEIC (State Department of Criminal Investigations), says that the Civil Police has been working to arrest those who steal and those who carry out the reception and has an ongoing investigation to understand how the technological action of the gangs.

He also claims that this type of theft, in which the robber takes the unlocked cell phone, is a new practice in criminal activity and gives tips on not being a victim. “The recommendation is not to leave the device in plain view, especially when you have to turn on a geolocation application. The ideal is to place it on your lap, on the floor and never drive the vehicle with the window open.”

What to do if money is stolen?

Guilherme Farid, executive director of Procon-SP (Fundação de Proteção e Defesa do Consumidor), says that trying to block the action of robbers by being quick and deleting applications or changing passwords is essential, but canceling the chip and informing the bank about what happened and , then file a police report, are ways to protect yourself in the event of greater financial loss.

According to him, there is a legal discussion about who should bear the damage in case of cell phone theft or theft —or even online scams—, but Procon has understood that the issue goes beyond public safety and, from the point of view of the consumer law, the bank must be held responsible if it authorizes unusual operations.

“Banking institutions should be aware of transactions that are made in consumer accounts and completely escape the consumption profile. There is data to carry out this monitoring”, he says.

Victims of online money theft who are not reimbursed or attended to by the bank can file a complaint with Procon, through the website (procon.sp.gov.br) or application, under “Make your complaint”. Registration is required. Otherwise, the consumer can do it on the spot.

The deadline given by the institution to respond to consumers is up to ten days. According to data from the agency, from July 2021 to May 10 of this year, 318 complaints were made to Procon regarding cloning, fraud, theft and robbery.

What if the bank doesn’t reimburse me or takes too long to respond?

The Central Bank’s main guideline is to notify your bank and file a police report. If, even after making all the blocks, the money is taken from the account through operations not recognized by the consumer, it is necessary to request direct reimbursement from banking institutions.

By law, it is up to the bank to analyze to make the reimbursement, that is, the customer will go through a period of investigation and must wait for a response. Each bank has its deadline.

According to Febraban (Brazilian Federation of Banks), each financial institution has its own return policy, which is “based on in-depth and individual analyses, considering the evidence presented by customers and information from the transactions carried out”.

If the situation is not resolved, the orientation of the Central Bank to the citizen is to seek Procon or Justice. It is also possible to file a complaint with the BC against the bank. Although the Central Bank does not act effectively to resolve the case, this is a form of supervision of financial institutions.

Find out how to file a complaint with the Central Bank

1. Visit the website bcb.gov.br
2. On the home page, go to “Access to Information” above left
3. Then click on “Contact us”
4. Click on “Complaint against financial institution” and then on “Register complaint”
5. It is possible to access with the gov.br system password or Central Bank registration (for those who do not have a registration, the new registration system is offline)