The Superintendency of Banks of the Dominican Republic reported that its User Service and Protection Office (ProUsuario) ordered financial institutions to credit DOP 101.1 million to users following complaints between January and June 2025, taking total ordered refunds to DOP 606.7 million for August 2020 to June 2025. It also reported that 67% of handled complaints were resolved in customers’ favour. The H1 2025 amount was DOP 23.8 million (30.8%) higher than the same period in 2024. The increase in complaints and ordered refunds over the last four years was attributed to expanded ProUsuario service channels, including a mobile app, website, social media and WhatsApp-based responses. The main complaint drivers in the first six months of 2025 were unrecognised purchases (32.6%), erroneous transfers (11.6%), unrecognised transfers (10.8%), unrecognised cash withdrawals (8.1%) and cash not dispensed by ATMs (6.1%). For escalations to ProUsuario, users must first file a complaint with their financial institution and obtain a signed, stamped and dated record, then submit that proof to ProUsuario alongside identification and supporting documentation.
Superintencencia de Bancos de la Republica Dominicana 2025-08-06
Dominican Republic's Superintendency of Banks reports ProUsuario ordered DOP 101.1 million in customer credits in H1 2025 and DOP 606.7 million since 2020
The Superintendency of Banks of the Dominican Republic reported that its User Service and Protection Office (ProUsuario) ordered financial institutions to refund DOP 101.1 million to users following complaints in H1 2025, marking a 30.8% increase from the same period in 2024. Expanded service channels contributed to the rise in complaints, with unrecognised purchases and erroneous transfers being the main drivers. Users must first file complaints with their financial institutions before escalating to ProUsuario.