In 2025 the institutions supervised by Colombia’s Financial Superintendence received 977,980 complaints about unrecognised transactions: about 2,700 a day. It is the complaint of someone who sees money leave their account or card and says they did not make that movement. In 2023 there were 378,377: in two years they multiplied by 2.6.
How many complaints
| Year | All complaints | Unrecognised transaction |
|---|---|---|
| 2023 | 1,953,978 | 378,377 (19%) |
| 2024 | 3,070,007 | 782,626 (25%) |
| 2025 | 3,178,925 | 977,980 (31%) |
In 2026 they levelled off. In the seven comparable months, January and March to August, there were 585,145, against 589,577 in the same months of 2025: 0.8% fewer. The highest month in the series was July 2025, with 100,014.
An unrecognised transaction is not always fraud. It can be fraud, an error or a charge the customer did not remember, and the report does not tell them apart. There is no complaint reason called fraud in the report.
Where they concentrate
Complaints follow everyday money. In 2026, January to September:
- Savings accounts: 646,928 complaints, 35%.
- Digital wallets and low-value deposits: 436,848, 24%.
- Credit cards: 295,871, 16%.
The banks with the most complaints, year by year
Banks receive between 77% and 87% of all complaints. Each share is of that year’s bank complaints.
2023
| Bank | Complaints | Share |
|---|---|---|
| Bancolombia | 730,650 | 48.4% |
| Davivienda | 274,088 | 18.2% |
| DAVIbank | 90,793 | 6.0% |
| BBVA Colombia | 60,851 | 4.0% |
| Banco de Bogotá | 56,474 | 3.7% |
2024
| Bank | Complaints | Share |
|---|---|---|
| Bancolombia | 1,777,800 | 66.7% |
| Davivienda | 343,076 | 12.9% |
| DAVIbank | 106,507 | 4.0% |
| BBVA Colombia | 87,905 | 3.3% |
| Banco de Bogotá | 58,397 | 2.2% |
2025
| Bank | Complaints | Share |
|---|---|---|
| Bancolombia | 1,828,491 | 66.2% |
| Davivienda | 345,351 | 12.5% |
| BBVA Colombia | 137,272 | 5.0% |
| DAVIbank | 97,066 | 3.5% |
| Banco de Bogotá | 80,448 | 2.9% |
2026, January to September
| Bank | Complaints | Share |
|---|---|---|
| Bancolombia | 997,293 | 63.2% |
| Davivienda | 235,764 | 14.9% |
| BBVA Colombia | 84,364 | 5.3% |
| DAVIbank | 52,790 | 3.3% |
| Banco de Bogotá | 48,031 | 3.0% |
The top five barely change from year to year; what changes is the size. Complaints received by Bancolombia went from 730,650 in 2023 to 1,777,800 in 2024. Unrecognised-transaction complaints at Bancolombia were 176,547 in 2023 and 671,506 in 2025; at Davivienda, 107,231 and 195,737.
DAVIbank, formerly Scotiabank Colpatria, appears separately because its figures run until October 2026. Since November its business is part of Davivienda.
How to read the figures
- More customers and more transactions mean more complaints. This ranking does not say which bank serves customers better or worse: Bancolombia is the country’s largest bank.
- A complaint is what the consumer claims, not proof that the institution failed.
- February 2026 is missing from the data and September 2026 is incomplete. That is why 2026 is only compared with 2025 in the months both years have.
- The report identifies institutions by code. Names come from each bank’s code at the Financial Superintendence.
- Source: complaints received by supervised institutions, Smartsupervision report of the Financial Superintendence in open data (datos.gov.co), queried on 3 November 2026.
All information is public and refers to legal entities. This analysis is not investment advice.
Explore the dashboard
Interactive: filter, hover over the bars, and open the tables. Open full screen →
Attachment
The data behind this analysis, so you can verify it or build on top of it.
- Complaints by bank and year, 2023-2026, total and unrecognised transactions Download