Marcela Torres, manager of Nu Colombia, criticized the prolonged service failures at Bancolombia that affected millions of users. The bank received 1.82 million complaints at Superfinanciera by the end of 2025, accounting for 66.22% of the total. Torres called for uniform service level agreements to bolster trust in the financial system.
Bancolombia's recent operational failures, starting Sunday morning due to an update, lasted until Monday night, restricting transfers, electronic payments, and digital channel inquiries. During this time, services were limited to internal transfers, balance checks, ATM withdrawals, and debit and credit card payments. The bank shut down all services Monday night and restored them normally by Tuesday morning.
These disruptions caused frustration among users, who reported issues on social media such as 'the app won't open' or 'I can't make transfers.' Bancolombia, with over 30 million customers, topped complaints at Superfinanciera with 1.82 million by the end of 2025, making up 66.22% of the total 2.76 million related to banking attention and operations. Davivienda followed with 345,398 complaints, or 12.51%.
Marcela Torres, general manager of Nu Colombia, questioned the outage's scale on social media. 'Bre-B is today one of the most important public goods for Colombians. The Banco de la República has done great work advancing this project, despite the complexity of organizing "so many monkeys for the photo"', she wrote. She added: 'it is unacceptable for an entity to go down for days and, by extension, crash the system. We need uniform service level agreements (SLAs) for all rails. And if they are breached, there must be consequences. This protects the consumer and reinforces trust in Bre-B. Urgent'.
The main complaint reasons in 2025 were unrecognized transactions (39.8%), misapplied transactions (11%), and difficulties in performing transactions or inquiries (7.8%). Savings accounts accounted for 40.22% of product-related complaints, followed by low-value deposits (29.3%) and credit cards (17.2%). Superfinanciera provides a form on its website for filing formal complaints.
