Monday, 01 April 2024 19:02

Defensoría attended to cases of undue charges by banks

Written by Karla Gutiérrez

The Observatorio de Tarjetas de Crédito (OTC) of the Defensoría del Consumidor indicates that from january to february 2024, about 409 cases have been attended due to undue charges, surcharges and commissions by banks to cardholders.

The purpose of this observatory is to provide useful information for the promotion of the rights and interests of credit card users.

This information portal has been created together with institutions such as the Banco Central de Reserva (BCR), the Superintendencia del Sistema Financiero (SSF), the Ministerio de Economía MINEC), the Superintendencia de Obligaciones Mercantiles (SOM), and the Defensoría del Consumidor (DC).

According to the information gathered from January to February 2024, card users have denounced several abuses, among which are charges, fees, and undue commissions that banks have made to their customers.

In total there are 409 complaints for such abuses, which represents 58.60%, followed by complaints for over-indebtedness (Payment Plan), of which there are 104 cases, or 14.90%.

The poor quality of the product and services are also reasons for complaints, of which 50 cases were registered, representing 7.16%.

Also non-compliance with the contract or offer is 6.02%, which means that 42 cases have been dealt with.

There are abusive clauses which are 3.5%, that is 25 cases and finally 9.74% of cases are for other reasons that have filed their complaints.

The institutions urge users that if they see any of these irregularities mentioned above, they can file complaints with the Defensoría del Consumidor either through digital media or by going to the establishment.


Translated by: A.M