Colombian banks faced significant customer complaints in 2025, with the Superintendencia Financiera receiving 2.76 million grievances related to banking operations and service. The sheer volume of complaints underscores ongoing challenges in maintaining service quality as the financial sector expands.
Bancolombia accounted for the vast majority of these complaints, totaling 1.82 million – representing 66.22% of the overall total. Davivienda followed distantly with 345,398 complaints, or 12.51% of the total, stemming from service inconsistencies.
However, the high number of complaints against Bancolombia is partially attributable to its large customer base, exceeding 30 million clients. This correlation is also reflected in the bank’s strong financial performance, with significant differences observed in both profitability and customer volume.
Recent service disruptions at Bancolombia, beginning on Sunday, February 23, 2026, highlighted the issues driving customer dissatisfaction. The bank experienced problems with its servers during a scheduled update.
The issues persisted into Monday evening, with limited functionality prompting widespread complaints on social media as customers struggled to complete transactions.
Bancolombia initially restricted services to transfers between Bancolombia accounts (both registered and unregistered), balance inquiries, ATM withdrawals, and debit/credit card payments.
Services were fully restored by early Tuesday, February 25, 2026, but customer frustration remained high, with many reporting frequent service failures.
How to File a Complaint
Customers experiencing issues with their banks can utilize official channels to register complaints. The Superintendencia Financiera maintains a dedicated section on its website for complaints and claims, providing a formal avenue for addressing service concerns.
Reasons for Complaints
The most common complaint in 2025 centered on unauthorized transactions, accounting for 39.8% of all grievances. This category includes instances where account holders dispute charges they did not authorize. The second most frequent complaint, at nearly 11%, involved incorrectly applied transactions – where a legitimate transaction was not properly recorded or processed by the financial institution. Difficulty completing transactions or accessing information was another significant issue, cited in 7.8% of complaints.
Complaints related to specific products were also prevalent, with savings accounts accounting for 40.22% of all product-related issues. Low-amount deposit accounts, designed to promote financial inclusion, generated complaints from 29.3% of users. Credit card issues also contributed to the total, affecting 17.2% of customers.
