The record

Where automated decisions went wrong

Incidents gathered from public reporting around the world. Each one links to the articles it came from. None of it is a finding that anyone broke the law.

Reports people file about their own experience are not shown here and never will be without their agreement. Tell us what happened to you.

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99 incidents closest to “Home Lending Suite” · matched on meaning · public reporting

Safaricom sued over AI use in customer service and M-PESA decisions - nation.africa

The AI system determined access to services, processed financial transactions, and handled customer complaints for Safaricom customers.

Company involved
Safaricom PLC

1 source article · read the reporting →

Class action claims Navy Federal allows AI co. to monitor, record calls - Top Class Actions

The system intercepted, recorded, and analyzed customer service calls without consent, affecting the privacy of callers.

Company involved
Navy Federal Credit Union
AI system involved
Verint Real-Time Agent Assist

1 source article · read the reporting →

State Farm hit with lawsuit over AI bias, discrimination and unpaid insurance claims - beinsure.com

Denied or canceled insurance policies and delayed claim payments to policyholders, disproportionately affecting Black and nonwhite, disabled, and abuse survivor policyholders.

Company involved
State Farm

1 source article · read the reporting →

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