Make a claim to the Central Bank for fraud or scam

Description

Learn about the steps to follow, the necessary documentation, the requirements and the applicable regulations to file a claim with the Central Bank when you are a victim of possible fraud or scam related to the use of your financial products or services (for example, debits or transfers that you do not recognize, transactions made without your authorization, improper use of your passwords or cards).

In a situation of fraud or scam, it is essential that you first contact your bank or financial provider immediately to report what happened and request the blocking of the affected products or channels (cards, home banking, virtual wallets, etc.).

If, after making the claim to the entity, the response is not satisfactory or the problem persists, you can file a complaint with the Central Bank. Based on the information you send, the BCRA will manage a second instance of resolution with the entity involved and, if appropriate, may refer your case to the National Directorate for Consumer Defense and Consumer Arbitration.

Who is it for?

To users of financial services who:

– They operate with banks, financial institutions or non-financial entities regulated by the BCRA.

– They detected movements, debits, transfers or operations that they do not recognize, or situations that can be framed as fraud or scam (phishing, identity theft, improper use of personal data or credentials, among others).

– They have already made a claim to the entity and need the Central Bank to intervene.

Modality

Online

The management is carried out digitally, through the Central Bank’s complaint form.

Keep in mind

In order for the Central Bank to intervene in your case of fraud or fraud and, if applicable, refer your claim to the National Directorate of Consumer Defense and Consumer Arbitration, you need to have the following information and basic documentation, similar to that required for other claims related to financial products or services:

– Number of the claim assigned to you by the financial or non-financial institution regulated by the BCRA with which you had the problem.

– Copy of the initial claim you filed with the entity.

– Copy of the entity’s response to your complaint (if any).

– Prove that the waiting period has been met: at least 10 business days must have elapsed since the filing of your claim with the entity.

– Images of the National Identity Document (DNI): front and back.

In addition, in cases of fraud or scam it is advisable to keep and, as far as possible, attach:

– Screenshots of deceptive messages, emails or websites (phishing, social networks, WhatsApp, etc.).

– Proof of operations, summaries and any other documentation that supports what happened.

Keep in mind that:

The BCRA does not replace the entity’s response, but manages a second instance of analysis and resolution with that entity.

If after this instance the problem continues, your claim can be referred to the National Directorate of Consumer Defense and Consumer Arbitration.

You can also choose to contact Consumer Defense directly on your own, without going through the BCRA.

How to do it

1. Contact your bank or financial provider immediately

– Report the situation of fraud or scam and request the blocking of the affected accounts, cards or channels. Ask them to register your claim and keep the claim number assigned to you.

2. Wait for the bank’s response

– Allow at least 10 business days to pass from the filing of the claim with the entity so that it can give you a response and, if appropriate, correct the problem.

3. Gather the necessary documentation

Have at hand:

– Claim number assigned by the entity.

– Initial claim you filed (mail, form, note, etc.).

– Response from the entity, if any.

– Front and back of your ID card.

– Available evidence of the fraud or scam (receipts, summaries, screenshots, emails, messages, etc.).

4. Access the Central Bank’s complaint form

Enter the BCRA’s online complaint form and fill in your personal and contact information, the details of the entity with which you operate and the type of claim: fraud or scam in financial products or services.

5. Describe what happened clearly

It states:

– What product or service is involved (credit card, savings account, virtual wallet, home banking, etc.).

– What type of operation you do not recognize or why you consider that there was fraud or scam.

– When and how you found out about the problem.

– What response you received from the bank and why you don’t consider it sufficient.

6. Attach the documentation and send the form

Upload the requested files, send your claim and save the procedure number or proof of presentation to follow up accordingly.

What it means to be an end user of financial services

End users of financial services are considered to be individuals and legal entities who, for their own benefit or that of their family or social group and as final recipients, without commercial purposes, use the services offered by banks, financial institutions and credit card issuers and other financial providers regulated by the Central Bank.