Simpe claims
The Funds Claim service (Reclamación de Fondos - REF) is designed as a protection measure for users of SINPE services. It allows users to file claims when unauthorized debits are applied to their IBAN accounts, when expected credits are not processed, or when credits are processed late.
Regardless of the type of claim, the transaction's 25-digit "Reference Number" is essential. This number is included in the proof of transaction for the debit or credit operation. If you do not have this number, you must request it from the financial institution that processed the operation.
The claim process must initially be submitted to your own financial institution through the REF service. If the financial institution fails to address it, the claim must then be submitted to the National Electronic Payment System Department of the Payment Systems Division at the Central Bank of Costa Rica.
Types of claims
Unapplied Credits
Claims regarding funds not credited to the IBAN account or processed late.
Unauthorized Debits
Claims resulting from unauthorized or incorrect debits to the IBAN account.
Other Issues
Issues arising from the use of services offered on the SINPE platform, such as commission fees higher than those published, refusal of SINPE services, or failure to send account notifications.
Timeframe for Claims
The customer has up to 30 calendar days, starting from the date the transaction (credit or debit) was processed, to request their financial institution to submit the claim through the REF service.
Once this period has expired, and in accordance with current regulations, the claim will be considered untimely and, therefore, cannot be processed through SINPE. For this reason, the customer must submit it directly to the party that ordered the transaction (goods and/or services provider).
The affected customer must submit the claim to their financial institution on business days and within the business hours established by that institution.