The entity explained who will benefit.
News Colombia.
After several days of difficulties on its digital platforms, Bancolombia announced a compensation plan for users who were affected by the fall of its mobile application, ATMs and online channels. The failure, which occurred last week, generated delays in payments, purchases and transfers, causing annoyance among thousands of customers throughout the country.
The financial entity reported that the compensation will be automatic and without the need for users to file claims. The purpose, Bancolombia explained, is to recognize the impact generated by the failure and restore the trust of its clients. The campaign was baptized with the slogan “Trust is returned”, as a symbol of commitment and transparency with consumers.
According to the bank, the users who will be able to receive this refund are those who paid handling fees or commissions for services that they could not use, as well as those who incurred additional costs when using alternative channels, such as ATMs from other networks or banking correspondents. Those who suffered interest or penalties for not being able to meet payments or obligations due to the system interruption will also be compensated.
We listen to you, understand and accompany you.
If the inconveniences we experienced on October 24 negatively affected the status of the products and services you have with us, we will compensate you.
In every action we take there is a “thank you for your trust” and our… pic.twitter.com/e2LHkcXwwo
— Bancolombia (@Bancolombia) October 26, 2025
Although Bancolombia has not revealed the total amount of the compensation, it assured that the adjustments will be reflected in the next statements and that clients will be able to consult the information directly from the app or website once the channels are completely restored.
For its part, the Financial Superintendence of Colombia confirmed that it is carrying out a review of the case to guarantee that the bank complies with the reparation processes for those affected and adopts measures to avoid future interruptions. The control entity also evaluates whether there were structural failures in the technological operation of the entity.
With this announcement, Bancolombia seeks not only to resolve the technical problems, but also to rebuild the trust of the millions of Colombians who use its digital services daily. The entity reiterated its apologies and promised to strengthen its technological infrastructure to guarantee a better experience for its customers in the future.
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