Dominican Republic's Superintendency of Banks, through its Office of User Services and Protection (ProUsuario), ordered the return of DOP 33.2 million between January and March 2026 to users of financial services who filed complaints linked to their banking products. Total refunds ordered since August 2020 reached DOP 728.3 million. The first-quarter refund orders arose from 1,741 complaints submitted to ProUsuario after users completed their complaint processes with their financial institutions, with 62% resolved in favour of users. The most common drivers were unrecognized purchases (29%), erroneous transfers (12%), unrecognized transfers to third parties (9%), unrecognized cash withdrawals (7%), and cash debited but not dispensed (6%). The authority reiterated that users must first lodge a complaint with their bank and then provide proof of that complaint and identification details when escalating to ProUsuario, which offers both remote and in-person channels, including a mobile app, a web portal, and offices in Santo Domingo and Santiago.
Superintencencia de Bancos de la Republica Dominicana 2026-04-19
Dominican Republic's Superintendency of Banks orders DOP 33.2 million in customer refunds following 1,741 complaints in Q1 2026
The Superintendency of Banks of the Dominican Republic, through its Office of User Services and Protection (ProUsuario), ordered financial institutions to return DOP 33.2 million to users between January and March 2026, bringing total refunds since August 2020 to DOP 728.3 million. The first-quarter refunds stemmed from 1,741 complaints, 62% resolved in favour of users, mainly related to unrecognized purchases, erroneous or unrecognized transfers, unrecognized cash withdrawals, and cash debited but not dispensed by ATMs.