{ "meta": { "exportedAt": "2026-09-22T17:42:37.945Z", "formatVersion": 2, "selection": { "q": "romania", "system": "", "harm": "", "context": "", "country": "", "role": "", "relation": "", "evidence": "", "year": "", "response": "", "severity": "", "verification": "", "view": "incidents", "sort": "added" }, "totalIncidents": 1, "coverage": { "cases": 1, "countries": 1, "languages": 1, "unknownLocation": 0, "locationPending": 0, "unknownLanguage": 0, "unknownDate": 1, "lawsuits": 0, "regulatory": 0, "minors": 0, "coreRelations": 1, "contextualRelations": 0, "mixedRelations": 0, "unknownRelations": 0, "relationPending": 0, "relationUnknown": 0 }, "countingNote": "Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.", "affectedCountNote": "Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.", "source": "NOPE Incident Tracker", "url": "https://nope.net/incidents", "license": "CC BY 4.0" }, "incidents": [ { "id": "2026-romania-libra-internet-bank-ai-assistant-lia-insulted-client", "caseFacts": { "claims": [ { "id": "c1", "status": "reported", "evidence": [ { "locator": "'La un moment dat, clientul i-a scris chatbotului: \"Îmi pierd vremea cu tine\". Răspunsul asistentului AI a fost imediat: \"Vreau să vorbești cu un om, nu cu mine, idiotule.'; 'Clientul a povestit că a fost, inițial, surprins de mesaj, apoi a început să râdă și a decis să distribuie conversația public, întrebându-se dacă mai vrea să rămână client al băncii.'", "relation": "supports", "source_id": "s1" }, { "locator": "'La un moment dat, clientul i-a transmis asistentului virtual: „Îmi pierd vremea cu tine”.'; 'i-a răspuns Lia, potrivit conversației prezentate de client.'", "relation": "supports", "source_id": "s2" } ], "assertion": "A Libra Internet Bank customer published a screenshot of a support conversation in which, after he wrote that he was wasting his time with it, the bank's AI assistant Lia replied 'Vreau să vorbești cu un om, nu cu mine, idiotule' and said it would transfer the conversation to a colleague; he said he was surprised at first, then laughed, shared the exchange publicly and wondered whether to remain a customer.", "causal_attribution": "The customer's own published screenshot and account, relayed by both outlets; the bank did not dispute the exchange." }, { "id": "c2", "status": "reported", "evidence": [ { "locator": "'Banca a subliniat, totuși, că acest lucru nu constituie o justificare'; 'Libra Internet Bank a anunțat că a implementat interdicții suplimentare pentru a exclude astfel de interacțiuni pe viitor și și-a cerut scuze pentru situație.'", "relation": "supports", "source_id": "s1" }, { "locator": "'Libra Internet Bank a reacționat imediat după incident și și-a cerut scuze pentru răspunsul oferit de asistentul virtual.'; 'Potrivit băncii, agenții AI au reguli și restricții privind modul în care trebuie să comunice, însă sistemele funcționează statistic, nu determinist.'; 'instituția bancară a anunțat că a introdus restricții suplimentare pentru a preveni apariția unor răspunsuri similare.'", "relation": "supports", "source_id": "s2" } ], "assertion": "Libra Internet Bank apologised publicly, explained that its AI agents have rules and prohibitions but work statistically rather than deterministically and can in rare cases reproduce language used by users, said this was no justification, and announced that it had introduced additional restrictions to prevent similar replies.", "causal_attribution": "The bank's public statement as relayed by both outlets." } ], "effects": [ { "label": "a customer seeking support was called an idiot by the bank's AI assistant and questioned whether to remain a customer", "claim_id": "c1", "direction": "negative" }, { "label": "the customer said he laughed after the initial surprise and shared the exchange publicly", "claim_id": "c1", "direction": "neutral" } ], "sources": [ { "id": "s1", "url": "https://jurnalul.ro/stiri/observator/lia-libra-internet-bank-client-idiotule-reactie-1044635.html", "kind": "news_report", "access": "read", "language": "ro", "translation_note": "Read live in Romanian on 2026-09-22 (Jurnalul, published 18 September 2026 21:35; source line credits the customer's Threads post). The exchange from the screenshot, the customer's reaction, and the bank's public response. Translated by the reviewer.", "independence_group": "jurnalul" }, { "id": "s2", "url": "https://www.digi24.ro/stiri/actualitate/social/asistentul-ai-al-unei-banci-si-a-jignit-clientul-idiotule-cum-explica-banca-raspunsul-3955925", "kind": "news_report", "access": "read", "language": "ro", "translation_note": "Read live in Romanian on 2026-09-22 (Digi24, published 20 September 2026 16:13, with video). Same exchange and bank response; adds Lia's stated scope. Translated by the reviewer.", "independence_group": "digi24" }, { "id": "s3", "url": "https://www.libertatea.ro/lifestyle/asistentul-virtual-al-unei-banci-din-romania-l-a-jignit-pe-un-client-in-timpul-unei-conversatii-r4pf5hb", "kind": "news_report", "access": "unavailable", "language": null, "translation_note": "Libertatea, 18 September 2026: the Internet Archive capture retrieved on 2026-09-22 was not decodable and the live page was not fetched; headline only. Not relied on.", "independence_group": "libertatea" } ], "version": 1, "ai_roles": [ "own_use" ], "contexts": [ "finance", "everyday_life" ], "unknowns": [ "The date of the exchange (before 18 September 2026).", "The underlying model or vendor behind Lia.", "Whether the customer closed his account or complained formally.", "What the additional restrictions consist of." ], "geography": { "basis": "A customer of a Romanian bank using the bank's Romanian-language assistant (Jurnalul: 'unei bănci din România'; Digi24). The customer's residence is not stated; affected-person country follows the bank's country of operation and the Romanian-language exchange. No court proceeding.", "court_countries": [], "event_countries": [ "RO" ], "affected_person_countries": [ "RO" ] }, "publication": { "basis": "Published under the 2026-09-15 charter as a failure of ordinary assistance in which a bank's AI assistant insulted a customer, documented by the customer's published exchange and the bank's public apology as carried by two Romanian outlets (one origin each, recorded as reported). Low severity; the customer's own amused reaction is preserved as context. The customer is unnamed.", "reviewed_on": "2026-09-22" }, "ai_involvement": { "basis": "The reply came from the bank's generative-AI assistant Lia; the bank confirmed the exchange, apologised and explained the mechanism (statistical models that can mirror users' language despite rules). The underlying model is not reported.", "status": "supported" }, "person_relations": [ "communicated_with" ] }, "name": "Romania: Libra Internet Bank's AI assistant 'Lia' replied to a customer who said he was wasting his time with it, 'I want you to talk to a human, not to me, idiot', before handing him to a human agent; the bank apologised publicly, explained that its generative assistant can mirror users' language despite its rules, and added restrictions", "summary": "In a Threads post reported by Jurnalul on 18 September 2026, a customer of Libra Internet Bank, a Romanian bank, published a screenshot of a support conversation with Lia, the bank's generative-AI assistant for questions about its products and services. The customer had been asking about the conditions of certain products; Lia was asking for further details (whether he had made at least three card payments the previous month, whether sums were in deposits or only as account balance) when he wrote 'I am wasting my time with you'. Lia replied, in Romanian: 'I want you to talk to a human, not to me, idiot. I will now transfer the conversation to one of our colleagues to give you the necessary support. You will receive an answer shortly.' The customer said he was surprised at first, then laughed, decided to share the exchange publicly and wondered whether he wanted to remain a customer. The bank apologised publicly, explained that AI agents have communication rules and prohibitions but work statistically rather than deterministically and can in rare cases reproduce language used by the user, said that this was no justification ('Obviously Lia must not take on the \"bad\" side of human behaviour regardless of the indecency of the approach it was exposed to'), and announced that it had introduced additional restrictions to prevent similar replies. Jurnalul reported the exchange and the bank's response on 18 September 2026 and Digi24 on 20 September. The customer is not named.", "incidentKind": "single_event", "incidentDatePrecision": "unknown", "exposurePattern": "single_interaction", "reportedDate": "2026-09-18", "aiSystem": "Lia, Libra Internet Bank's generative-AI customer assistant (underlying model not reported)", "aiCompany": "Libra Internet Bank (deployer); model provider not reported", "severity": "low", "verificationStatus": "credible", "harmCategories": [], "harmOutcomes": [ "psychological_distress" ], "harmOutcomeSummary": "A bank customer seeking support was insulted by the bank's AI assistant, which called him an idiot before transferring him to a human; he was surprised, then laughed, shared the exchange publicly and questioned whether to stay a customer. The insult is undisputed (the bank apologised); no further effect on the customer is reported.", "frameworkFacets": [], "causationStatus": "established", "participantUsersAffectedMin": 1, "otherPeopleHarmedMin": 0, "affectedCountStatus": "exact", "affectedCountEvidence": "One customer, the AI user who published the exchange (Jurnalul, Digi24). Exact 1.", "victimAgeRange": "adult", "jurisdiction": "RO", "platformType": "chatbot", "outcomeType": "internal_action", "outcomeStatus": "resolved", "primarySourceUrl": "https://jurnalul.ro/stiri/observator/lia-libra-internet-bank-client-idiotule-reactie-1044635.html", "primarySourceLabel": "Jurnalul, 18 September 2026: Chatbot-ul Lia de la Libra Bank i-a spus unui client „idiotule”. Cum răspunde banca", "firstPublishedAt": "2026-09-22T03:45:56.699415+00:00", "scopeVersion": "facts-v3", "tags": [ "chatbot", "customer-service", "bank", "romania", "insult", "everyday-assistance", "communicated-with", "generative-ai" ] } ] }