La Polar rewrote 420,000 customers' debts without asking, for six years

Empresas La Polar, founded in 1920, was Chile's fourth-largest retail company, operating 43 stores selling clothing, electronics, and household goods across Chile and Colombia. Like other Chilean retailers, La Polar earned significant revenue from its store-credit card business — lending to customers who bought on installment plans.

On 9 June 2011 La Polar filed a hecho esencial with the regulator admitting a serious problem in its provisions. Its store-credit department had been unilaterally renegotiating the terms of delinquent accounts — without telling the customers — and booking the restructured debt as performing. The company later acknowledged the practice had been applied to 420,000 people over six years. Chilean courts found that former executives had built a machine for it, and that the altered figures were what the market was then told.

On 17 June the Superintendencia de Valores y Seguros suspended trading in the shares indefinitely. La Polar said it needed a further $430 million in provisions — around seven times its 2010 stated profit. The regulator filed suit against 18 former executives, directors and the company's former auditor for breaching their duty of care. The share price fell from about CLP 2,000 to CLP 14. The retrospective verdict in the Chilean press is blunter than any provision figure: the firm had never had profits at all.