Other complaints related to financial products or services

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 have a problem with the use or operation of your financial products or services: credit and purchase cards, ATMs, self-service terminals, checking accounts, savings accounts, safe deposit boxes, loans, insurance, home banking, among others.

Before making your claim to the BCRA, it is necessary that you have first filed it with the entity with which you operate (bank, financial or non-financial entity regulated by the Central Bank) and have waited for its response.

Based on the information you send, the BCRA will manage a second instance of resolution with the entity involved. If the problem persists, your complaint may be referred to the National Directorate of 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.

– Had a problem with the use or operation of a financial product or service (for example, improper debits, unrecognized charges, failures in ATMs or self-service terminals, problems with credit or purchase cards, errors in statements, difficulties with home banking, loans or insurance, 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 and, if appropriate, refer your claim to the National Directorate of Consumer Defense and Consumer Arbitration, you need to have the following information and documentation:

– 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.

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 will 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. Make the claim to the entity first

File your claim with the bank, financial or non-financial institution with which you had the problem and keep the claim number and the response they give you.

2. Wait for the minimum term

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

3. Gather the necessary documentation

Have at hand:

– Claim number assigned by the entity.

– Initial claim you filed.

– Response from the entity (if any).

– Front and back of your ID card.

– Any other supporting documentation (summaries, vouchers, screenshots, contracts, 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: other complaints related to the use and operation of financial products or services.

5. Describe the problem clearly

It states:

– What product or service is involved (e.g., credit card, savings account, loan, ATM, home banking).

– What happened (main events, date and place).

– What response you received from the bank and why you think it is not enough.

6. Attach the documentation and send the form

Upload the requested files and submit your claim. Keep the procedure number or proof of presentation to be able to follow up.

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.