BCRA tightens fraud complaint rules

Update September 21, 2026: The BCRA clarified that complaints to the regulator can only be escalated after first filing with the bank or card issuer and waiting at least 10 business days without a solution or with an unsatisfactory response. Its 2025 report also added the most common complaints from financial users.

The Central Bank of Argentina warned publicly about online scams that drain bank accounts and urged users never to share personal information or passwords by phone, email or social media. It also said they should not respond to security requests outside the financial institution’s official channels.

How should users respond to fraud?

According to the guidance published by the bank, the first step is to contact the bank or card issuer. In that initial complaint, the customer can request protective measures such as blocking account access, suspending or canceling cards, or blocking the user in apps and digital wallets. The goal is also to create an official record of the complaint.

If the response is not satisfactory or the problem continues, the case can be taken to the Central Bank through a specific web form for fraud or scam complaints. The BCRA also asked victims to file the relevant police or court report before moving forward with that submission.

The BCRA procedure also requires a prior complaint with the financial institution or card issuer, and at least 10 business days must pass without a solution or with an unsatisfactory response before the case can be escalated to the regulator.

What documentation does the Central Bank require?

To file a complaint with the Central Bank, the affected person needs the complaint number assigned by the financial institution, a copy of the initial complaint and any response, if one exists, a copy of their national ID, and a detailed description of the transactions considered fraudulent. That description must include dates, amounts, channels and the type of transaction.

The bank also said the online filing with the BCRA must begin only after a minimum of 10 business days from the initial complaint, and only with complete supporting documents.

What are the most common complaints?

The BCRA’s 2025 Report on Protection for Users of Financial Services included among the five main complaint categories the denial of purchases or transactions on credit cards, unknown or possibly fraudulent operations at ATMs and electronic channels, and unauthorized or unagreed debits.

The Central Bank’s warning comes amid a regional environment in which financial security frameworks are beginning to demand more traceability over what banks and fintechs do, both in incident handling and in proving controls against digital fraud and potential new regulatory obligations.