Nubank says 'developer mistakenly activated' command that sent message about extrajudicial settlement

Nubank logo on the New York Stock Exchange.
Brendan McDermid/ Reuters
Nubank explained, in a statement sent to the press this Saturday (13), the reasons that led to the sending, by mistake, of a message announcing the extrajudicial liquidation of the financial institution.
According to the statement, the "episode was the result of a specific technical error, identified and quickly corrected".
"It was identified that a developer mistakenly activated a communication flow related to the liquidation of financial institutions. In the absence of a real institution linked to this flow, the name of the company appeared as a default fill", says the note.
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Also according to the statement, the situation affected a small group of customers and "had no impact on the security, stability of the operation or the functioning of the services".
The institution apologized again for the situation and said that it informed the impacted customers. "We apologize for what happened and reiterate our commitment to the quality of customer experience and clear and responsible communication", he says.
In a post on social media, Nubank co-founder Cristina Junqueira classified the episode as "bizarre". Junqueira stated that the message was triggered due to an internal operational error. According to her, a collaborator sent a "pull request" (PR), a term used in software development to suggest changes to code, which ended up accidentally triggering an emergency protocol on the platform.
Nubank mistakenly sends a notification with a message warning customers about the end of activities
Reproduction
"Man, really bizarre, but that's exactly what it was, an operational error. A person who submitted a PR who ended up accidentally activating the protocol that exists when something like this happens. The messages were for a very small portion of customers, but of course it causes some inconvenience", she wrote.
"We sincerely apologize to everyone who received the incorrect information. Anyway, another learning experience and we are already taking action to ensure it doesn't happen again."
The executive said that the problem only affected a small portion of customers - around 20 thousand people - and that the team acted quickly to correct the error. She also apologized for the inconvenience and stated that the episode caused discomfort within the company itself. "We were angry about this", he wrote.
After the repercussions, Nubank reinforced that the notification was sent in error and that its operations continue to operate normally. Cristina Junqueira also stated that the company has already adopted measures to prevent similar situations from occurring again and classified the episode as a learning experience for the team.
Read Nubank's note in full:
"Nubank reinforces that the episode was the result of a specific technical error, identified and corrected quickly. It was identified that a developer mistakenly activated a communication flow related to the liquidation of financial institutions. In the absence of a real institution linked to this flow, the company's name appeared as filler standard.
The incident affected a small group of customers and had no impact on the security, stability of the operation or the functioning of our services, which continued normally.
From the beginning, Nubank handled the case with transparency, communicating with the impacted customers, including using its open channels. It also promptly adopted all necessary measures to immediately correct the problem and to avoid a new occurrence.

Source: G1

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