The claims were made between January and June of this year.
SANTO DOMINGO – The Superintendency of Banks (SB) has credited RD$101 million to users who filed claims between January and June of this year . 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 Office of User Services and Protection (ProUsuario) ordered the return of RD$606.7 million to users who filed complaints due to dissatisfaction with their financial institutions. 67% of the complaints handled were resolved in favor of the customers.
During 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 service channels , which now includes a mobile application, website, social networks, and a response service via WhatsApp , among other means of remote service.
During the first six months of this year, the main reasons for complaints have been unrecognized charges ( 32.6%), erroneous transfers ( 11.6%), unrecognized transfers ( 10.8%), unrecognized cash withdrawals ( 8.1% ) and cash not dispensed at ATMs ( 6.1%).
How to make a claim
ProUsuario offers multiple remote and in-person service channels that allow users to submit inquiries, complaints, and claims . Anyone can contact them through the ProUsuario app (available on the App Store and Google Play Store), via WhatsApp at 809-731-3535 , by email at contacto@prousuario.gob.do, by scheduling an appointment on the website prousuario.gob.do, or by visiting their physical offices in Santo Domingo and Santiago.
Before contacting ProUsuario, you must file a complaint with the financial institution and request a physical document signed, stamped, and dated . If the institution's decision is not satisfactory, you can then contact ProUsuario with proof of having filed the corresponding complaint with your institution.
In addition to proof of the claim previously made at the financial institution, a copy of the identity card and/or passport in the case of foreigners must be provided, any document that supports the claim and two contact telephone numbers and email address (if available).
