The Financial Superintendence of Colombia sanctioned Bancolombia SA after concluding that the entity violated the principles of fair treatment, diligence and transparency during the failures that affected its digital platforms on June 3, 4 and 5, 2024.

In accordance with Resolution 1866 of October 6, 2025, the authority determined that the bank “did not guarantee adequate communication or offer clear and timely information to users during the contingency,” which generated a massive impact on financial consumers.

The document, issued by the Financial Consumer Delegation, indicates that the administrative sanctioning process was opened on June 6, 2024, with the objective of establishing the bank’s responsibility in the face of episodes of unavailability that collapsed its services.

According to the Superfinanciera, the evidence collected demonstrated that the entity “did not fully comply with the duties of prevention and management of technological risk, nor with its obligation to maintain the continuity of the service.” Although Bancolombia argued that the failures were due to preventive maintenance and causes attributable to third parties, the authority considered that “the event was neither unforeseeable nor irresistible” and, therefore, did not exempt the bank from liability.

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The resolution also warns that the alternative channels activated during the emergency “were insufficient to meet the demand, and the information provided about their availability was imprecise.” Consequently, the Superfinanciera imposed an economic sanction against the entity, ordering its consignment in favor of the National Treasury.

The value of the fine amounts to five hundred million pesos ($500,000,000), which must be paid within the established legal period. In case of non-compliance, additional interest equivalent to one and a half times the current bank interest certified for the corresponding period will be generated.

Finally, the document concludes that Bancolombia “violated the principles of due diligence, transparency and provision of true, sufficient and timely information”, enshrined in financial consumer protection regulations.

Bancolombia was officially notified of the decision and may file the remedies granted by law. This sanction is added to other recent decisions of the Superfinanciera aimed at reinforcing the responsibility of the monitored entities in the use of digital channels and user service.