Superintendency has ordered banks to return RD$101 million following customer claims

This represents an increase of RD$23.8 million compared to the same period in 2024, equivalent to 30.8%. Between August 2020 and June 2025, the User Services and Protection Office (ProUsuario) has ruled the return of RD$606.7 million to users who filed claims, due to disagreements with their financial institutions. The 67% of the claims attended were resolved in favor of the clients. Over the last four years, both the number of claims received by the SB and the amounts ordered to be returned have increased, mainly due to the diversification of ProUsuario’s attention channels, which now has a mobile application, website, social networks, and a WhatsApp response service, among other means of remote attention. During the first six months of this year, the main reasons for the claims have been unrecognized charges (32.6%), incorrect transfers (11.6%), unrecognized transfers (10.8%), unrecognized cash withdrawals (8.1), and cash not dispensed at ATMs (6.1%). How to make a ProUsuario claim has multiple remote and in-person service channels that allow users to make inquiries, complaints and claims. Anyone can communicate through the ProUsuario application (available on the App Store and Google Play Store), at the WhatsApp number 809-731-3535, at the email 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, a claim must be made to the financial institution and a signed, sealed, and dated physical document must be requested. If the entity’s decision does not satisfy the claimant, then they can go to ProUsuario with the certification that they made the corresponding claim in their entity.