Dominican Republic's Superintendency of Banks ordered financial institutions to credit DOP 46.7 million to users in January to March 2025 through its Office of Services and Protection to the User (ProUsuario), bringing cumulative ordered reimbursements since 17 August 2020 to DOP 579.5 million. The reimbursements stemmed from 22,764 complaints escalated to ProUsuario after users completed their financial institutions’ internal processes. The Q1 2025 amount was 62.1% higher than October to December 2024 (DOP 28.8 million); during 2024 ProUsuario ordered DOP 159.4 million in refunds, and the latest quarter was 9% higher than the same period a year earlier. The most common complaint drivers were unrecognized purchases, transfer problems (including unrecognized, unapplied, duplicated, erroneous or differently processed transfers), unrecognized withdrawals, and administrative or duplicate charges. The Superintendency linked the growth in ordered refunds to expanded access channels, including the ProUsuario mobile app with more than 385,000 registered users.
Superintencencia de Bancos de la Republica Dominicana 2025-04-14
Dominican Republic's Superintendency of Banks orders DOP 46.7 million in reimbursements via ProUsuario, taking total since 2020 to DOP 579.5 million
The Superintendency of Banks of the Dominican Republic mandated financial institutions to reimburse DOP 46.7 million to users in Q1 2025, marking a 62.1% increase from the previous quarter. This brings total reimbursements since August 2020 to DOP 579.5 million, driven by complaints related to unrecognized transactions and transfer issues. The growth in refunds is attributed to expanded access channels, including the ProUsuario mobile app.