The Superintendency of Banks (SB), through its Office of User Services and Protection (ProUsuario), ordered the crediting of DR 129.8 million between January and October 2023 to clients of the financial sector who opened a claim process.
At the end of last month, ProUsuario had received a total of 4,229 complaints from users in disagreement with the results of requests they made to their respective financial entities. Likewise, it had closed 4,255 processes, including 4,014 favorable decisions. Of these, 2,592 were favorable to users, representing 64.5% of the total.
The first reason for the complaints was unrecognized or duplicate consumption, which amounted to 1,261, representing 30 % of the total. In second place were complaints related to unrecognized or erroneous transfers, with 1,003 cases, equivalent to 24%. Claims for unrecognized withdrawals, with 372 cases (9 %), among others, had a lower weighting.
During the last three years, the number of claims experienced a considerable increase, which in turn boosted the amount that ProUsuario has been willing to credit. In fact, between August 2020 and October 31, 2023, DR 358.8 million have been refunded.
Claims registered in ProUsuario are made after the user has concluded a claim process in the financial entities. The requirements are: proof supporting the claim and response from the financial entity (if any), copy of the identity card of the claimant, contact numbers and e-mail (if available).
Between August 2020 and the close of October 2023, the office attended to more than 14,000 claims, an amount 141% higher than the 6,000 registered in the preceding four-year period (2016-2020).
The SB associates this dynamism to the fact that it has made considerable efforts to diversify and increase the capacity of ProUsuario’s service channels.
The office registered close to 70,962 contacts with users during the first ten months of this year, through its different attention channels: the ProUsuario Digital mobile application, email ([email protected]), through the website prousuario.gob.do, voice call, Whatsapp and in person in Santo Domingo and Santiago.
The ProUsuario Digital application, available for Android and iOS, is already on the devices of more than 222,000 users. It allows access to all the services of the office.