The Banking Superintendency (SB) ordered the refund of RD$115.7 million to users of financial services between January and August 2026, according to a report by the Office of Services and User Protection (ProUsuario). This measure was taken after the processing of 4,968 complaints during the first eight months of the year, after those affected exhausted the corresponding procedures with their financial institutions and requested ProUsuario to review their cases.
Unrecognized consumptions were the main cause of complaints, representing 28% of the cases. This was followed by unrecognized transfers of funds to third parties, with a 13%; erroneous transfers, with an 8%; unrecognized cash withdrawals, with a 7%; and cases of cash loaded but not dispensed, with a 5%.
SB highlighted that, between August 2020 and August 2026, it has ordered the refund of a total of RD$817.3 million in favor of financial users, as a result of the processing of 30,294 complaints through ProUsuario. The entity highlighted that the increase in credited amounts has been accompanied by the strengthening of its attention and orientation mechanisms.
Currently, ProUsuario receives consultations, complaints, and grievances through its mobile application, phone, WhatsApp, email, web portal, and service offices located in Santo Domingo and Santiago. To recur to ProUsuario, the client must first present their complaint to the corresponding financial institution. If they are not satisfied with the response obtained, they can request the intervention of the organization and provide evidence of the previous complaint, a valid identity document, and their contact details.
The refund of these funds reflects the commitment of the Banking Superintendency to the protection of users of financial services and its effort to strengthen confidence in the Dominican financial system.
Credits: deultimominuto.com
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