Spanish
The Superintendency of Banks (SB), through the Office of Services and User Protection (ProUsuario), ordered the return of RD$33.2 million between January and March 2026, in favor of users of financial services who filed claims related to their banking products.
In this way, the SB has ordered the reimbursement of RD$728.3 million since August 2020.
The orders to reimburse these resources in the first quarter of the year were generated from 1,741 claims from people who exhausted their respective processes with their financial institutions and then turned to ProUsuario. 62% of those claims were resolved in favor of financial users. The most common causes of these claims during these three months have been: unrecognized charges (29%), erroneous transfers (12%), unrecognized transfers to third parties (9%), unrecognized cash withdrawals (7%), and cash charged but not dispensed (6%). Claim Process In recent years, the amount of resources allocated to refunds has registered significant growth, which goes hand in hand with a strategy of opening multiple channels of attention for users of the financial system. ProUsuario has multiple channels that facilitate remote and in-person access, allowing citizens to make inquiries, complaints, and claims. Interested individuals can contact us through the ProUsuario application (available on the App Store and Google Play Store), by phone and WhatsApp at 809-731-3535, by email at contacto@prousuario.gob.do, schedule an appointment from the website prousuario.gob.do or visit the physical offices in Santo Domingo and Santiago. Before going to ProUsuario with a claim, the corresponding process must be carried out at the banking entity. If the response is not satisfactory for the claimant, then they can go to ProUsuario with proof of the claim. In addition, a copy of the ID card and/or passport must be provided, in the case of foreigners, as well as two contact telephone numbers and email address (if applicable).
