ProUsuario achieves the refund of RD$115.7 million to financial system users
The Superintendency of Banks (SB), through its Office of User Services and Protection (ProUsuario), reported that during the period between January and August 2026, it managed to secure the return of RD$115.7 million in favor of financial service users in the Dominican Republic.
This result is the product of the processing of 4,968 claims, which were addressed after having previously exhausted the complaint procedure before the corresponding banking entities. Upon not obtaining a satisfactory response, the users resorted to state supervision for the resolution of their cases.
Main causes of claims
The analysis of the files indicates that transaction security remains the main concern for customers. The most frequent causes of complaints were:
- Unrecognized charges: 28%
- Unrecognized fund transfers to third parties: 13%
- Erroneous transfers: 8%
- Unrecognized cash withdrawals: 7%
- Cash charged but not dispensed: 5%
From August 2020 to date, the Superintendency of Banks has ordered the refund of a total of RD$817.3 million, after managing more than 30,000 claims filed by users of the national financial system.
Customer service channels
The institution has significantly strengthened its support mechanisms to facilitate access to financial justice. Currently, users can manage their inquiries and complaints through various digital and in-person channels:
- Official mobile application
- Telephone line and WhatsApp
- Email and web portal
- Physical offices in Santo Domingo and Santiago
To initiate a claim process with ProUsuario, it is an essential requirement to have submitted a formal claim to the financial institution. In case of disagreement with the response received, the citizen must present evidence of said claim, their valid identification document, and their contact information to proceed with the review of the case.
