Submitting a claim for fraud or scams related to financial products or services

Submitting a claim for fraud or scams related to financial products or services. If the institution has not resolved your claim for fraud or scam, you may submit the case to the BCRA. The BCRA handles this type of claims at a second level and, where appropriate, forwards them to the Consumer Protection Office.

What is it about?

It is a procedure to inform the BCRA about a claim for fraud or scams related to financial products or services, for presumably fraudulent or unauthorized transactions.

This would include cases such as:

– Unrecognized transactions;
– Compromised online banking, bank app or e-wallet account;
– Unauthorized account activity, transfers, purchases, cash withdrawals or loan applications.

The BCRA carries out a second-level review:

– First, the claim must be submitted to the financial or non-financial institution regulated by the BCRA;
– If the response is not satisfactory or the problem persists, the claim may be submitted to the BCRA;
– If the problem persists, the claim is forwarded to the National Consumer Protection and Consumer Arbitration Office.

Who is it intended for?

The procedure is intended for:

– Natural and legal persons regarded as financial consumers, i.e., those who use—as end users and with no commercial purposes, in their own behalf or in behalf of their family or social group—any services offered by banks, finance companies and/or card issuing companies;
– Who had a fraud- or scam-related problem with a financial institution or a card issuing company regulated by the BCRA; and
– Who have already submitted a formal claim to that institution, without obtaining an appropriate solution after the required time frame has expired.

Who’s regarded as a financial consumer?

Any natural or legal person that uses—as end users and with no commercial purposes, in their own behalf or in behalf of their family or social group—any services offered by financial institutions, finance companies, credit card issuers and other providers of financial services regulated by the BCRA.

Modality

Online, through the web form available on this page for claims before the BCRA.

Cost

The procedure is free of charge.

Conditions for submission

The following shall be required for the BCRA to handle a claim for fraud or scam:

1. Financial consumer condition: the claimant must be a natural or legal person who is a financial consumer as defined in the regulations (use of services offered by banks, finance companies and/or credit cards, with no commercial purposes, in their own behalf or in behalf of their family or social group).

2. Prior submission of a claim to the institution concerned.

3. Submission of a formal claim to the financial institution or the credit card issuer indicating the problem (unrecognized charges, unauthorized access, etc.).

4. Minimum waiting period: a claim may be submitted to the BCRA after, at least, ten business days of submission of the claim to the institution, without the institution providing a solution or a satisfactory response.

5. Required information and documents:

– Claim number assigned by the financial institution or card issuer involved;
– Copy of the initial claim submitted to the institution;
– Copy of the institution’s response (if any);
– Identity document (DNI): picture of the front and back;
– Clear description of the presumably fraudulent or unauthorized transactions (dates, amounts, channels, type of transaction).

How to proceed

1. Immediately contact the institution and the justice system

Contact the bank or financial provider immediately to:

– Request protective measures (such as blocking account access, suspending or cancelling a card, blocking the user in apps or e-wallets);
– Make a formal claim for fraud or scam.

2. File, if possible, a report with the police or the judicial system, for example, to the Office of the Public Prosecutor, depending on the event and jurisdiction

3. Submit a formal claim to the institution

File a formal claim to the financial institution or card issuer through the relevant channels (branch, customer service center, website, app, etc.).

Make sure to keep:

– The claim number assigned by the institution;
– Proof of the claim (e.g., acknowledgment receipt, email, screenshot or other);
– Any subsequent notice or message related to the case.

4. Wait for the minimum period and collect the required documentation

Make sure that at least ten business days have passed since the submission of the claim to the institution.

Convert the following into digital files:

– Claim number assigned by the institution;
– Copy of the initial claim;
– Copy of the institution’s response, if any;
– Picture of the DNI (front and back);
– Any additional supporting documentation (statements, receipts, notices).

5. Submit the claim online to the BCRA

– Access the web form available on this page.

– Select the option “Reclamo por fraude o estafa” (Claim for fraud or scam).

– Fill out the personal and contact details of the financial consumer.

– Clearly indicate:

– The financial institution or card issuer involved;
– The compromised product or channel (online banking, app, credit or debit card, e-wallet, etc.);
– The number of the claim submitted to the institution;
– A clear description of the event (type of fraud or scam, unrecognized transactions, dates, amounts and consequences).

– Attached the required documentation.

– Submit the form.

Additional information

Role of the BCRA and referral to the Consumer Protection Office

The BCRA handles the case with the institution concerned at a second stage.

If the issue persists after the BCRA’s involvement, the claim is forwarded for the National Consumer Protection and Consumer Arbitration Office (Dirección Nacional de Defensa al Consumidor y Arbitraje del Consumo) to handle the case under the consumer protection regulations.

Financial consumers may also contact the National Consumer Protection and Consumer Arbitration Office directly through any of its channels:

– Web form

– Toll-free line: 0800-666-1518

– Email: consultas@consumidor.gob.ar

Contact the Specialized Cybercrime Unit (UFECI)

In the event of a cybercrime or a scam carried out electronically, you may also contact the Specialized Cybercrime Unit (Unidad Fiscal Especializada en Ciberdelincuencia, UFECI).

– Phone: (+54 11) 5071-0040 / 0041

– Email: denunciasufeci@mpf.gov.ar

Security and BCRA official channels

The BCRA does not request personal or banking information by phone, social media, email, or messaging apps.

It is recommended that you take extra precautions to protect your digital assets (PINs, passwords, card data, tokens, etc.).

If you receive text or email messages, or any other type of communication purporting to be from the BCRA, you may forward them to ayudaenlinea@bcra.gob.ar for analysis.

To access official information about secure banking, you may check out the #Vossoslaclave (You Are the Key) campaign on the BCRA’s official digital platforms in the links below.