FEATURE: El Salvador’s Chivo wallet keeps breaking, and users are seeking answers
Whatever the reason, there are plenty of reports of people finding out they already had active Chivo accounts despite not having ever used the app.
Ruth López, lawyer and legal chief of anti-corruption and justice at the human rights organization Cristosal, told The Block that the organization opened a special online platform to collect complaints about Chivo between October 9 and October 14 and again between November 5 and November 7. “People who are public employees, for example, contacted me directly through my personal Twitter account telling me: 'Look, I wrote but I can’t present myself because I can’t take the risk, come out on a list and lose my job,'” López said.
This official silence has left the kind of void that social media scambots are made to exploit. As people look for closure to solve their Chivo problems on social media, Twitter bots posing as official Chivo customer support accounts and individual agents respond immediately to almost any post mentioning the name of the wallet, asking for many of the same details that the real accounts do.
While the official account appears to have responded to some individual requests for help with the wallet in the past few months, it hasn’t posted an original status to its page since November 3.Despite reaching out to multiple relevant government entities and startups for comment about Chivo’s issues, The Block was unable to reach any officials or companies who could clearly explain why people are reporting so many issues with the wallet.
It wasn’t always like this — in fact, the government used to be a lot more communicative about Chivo. In the early days, Bukele not only acknowledged Chivo’s issues but even played the role of IT support as he attentively updated his Twitter followers, which now total 3.4 million.
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