Other issues arising from the use of services
SINPE System Claim
The Funds Claim service (FCS) was developed as a measure for protecting users of SINPE services, giving them the opportunity of filing claims when debits that have not been authorized are applied to their IBAN Accounts, or when processed credits are not made.
Regardless of the type of claim made, the Reference Number of the transaction is essential. It consists of 25 digits and is included in the receipt for the debit or credit transaction. If that number does not appear, it must be requested from the entity that carried out the transaction.
Claims must be submitted, in the first instance, to the respective financial institution using the REF service. If the financial institution fails to address the claim, it must be escalated to the National Electronic Payment System Department of the Payment Systems Division at the Banco Central de Costa Rica.
Types of claims
Credits not applied
Claims regarding delayed or uncredited funds in an IBAN account.
Unauthorized debits
Claims for unauthorized or incorrect debits from the IBAN Account.
Other issues
Other issues arising from the use of services provided on the SINPE platform by various participants, such as fee charges exceeding those published on the website, denial of SINPE services, failure to send transaction notifications for account activity, among others.
Customers have up to 30 calendar days from the date the transaction (credit or debit) was processed to request that their financial institution file the claim through the Funds Claim service (REF in spanish)
Once this period has expired, and in accordance with current regulations, the claim will be considered time-barred and therefore cannot be processed through SINPE. Consequently, the customer must settle the issue directly with the party that ordered the transaction (goods and/or services provider).
Affected customers must submit claims to their financial institution on business days and within the institution's designated operating hours.