How to Report Cybercrime in Colombia (and Get Your Money Back)

Quick answer: If you are in immediate danger or the fraud is happening right now, call 123, Colombia's national emergency line. To report a cyber incident, use the Policia Nacional's CAI Virtual or file a formal complaint through the ADenunciar virtual reporting system. Call your bank's fraud line now to freeze the account and try to stop the transfer. Refund reality: there is no guaranteed refund. Money is most often recovered only when you report fast enough for the bank to halt or reverse a transfer before the funds are withdrawn.

What to do in 3 steps

1. Call your bank immediately. Report the fraud to your bank or card issuer's fraud line, ask them to freeze the account and attempt to reverse or hold any transfer. Speed matters most in the first minutes and hours.
2. Report the incident to the police. Submit the details through the CAI Virtual of the Policia Nacional, which handles phishing, account takeovers, fraudulent links and online scams.
3. File a formal complaint (denuncia). Lodge your denuncia through the ADenunciar portal. You will receive a filing number to track the case, and the Fiscalia General will assess it for criminal investigation.

How recovery actually works

Getting money back depends almost entirely on speed and on what happened to the funds. When you alert your bank quickly, it may be able to freeze the receiving account or reverse a transfer before the criminal withdraws or moves the cash. Once the money has been cashed out or sent abroad, recovery becomes very difficult. Your police report and the filing number from your denuncia create the official record the bank and the Fiscalia need to act. If your bank does not handle the dispute fairly, you can escalate it to the Superintendencia Financiera de Colombia, which supervises banks and processes financial consumer complaints. There is no guaranteed refund, and you should be wary of anyone who promises to recover your money for a fee, as that is often a second scam.

What to have ready

• Your identity document number and contact details.
• The date, time and amount of each transaction.
• Account, card or transfer reference numbers involved.
• The recipient's account number, phone number or name if you have it.
• Screenshots of messages, emails, websites, calls or payment confirmations.
• Any links, phone numbers or social media accounts the scammer used.
• The filing number from any report you have already submitted.

Frequently asked questions

Is reporting to CAI Virtual the same as filing a formal denuncia?
Not exactly. CAI Virtual is the Policia Nacional's channel to report and get guidance on a cyber incident. A formal denuncia through the ADenunciar system is the legal complaint that the Fiscalia General can investigate. For fraud, it is best to do both.

Do I need a lawyer or have to pay to file a report?
No. Filing a denuncia with the police and the Fiscalia General is free and does not require a lawyer.

What if my bank refuses to refund me?
If you believe your bank handled the complaint unfairly, you can escalate it to the Superintendencia Financiera de Colombia, the regulator that supervises financial entities and manages consumer complaints against them.

Sources

• CAI Virtual - Policia Nacional de Colombia
• Sistema Nacional de Denuncia Virtual ADenunciar - Policia Nacional
• ADenunciar information page - Policia Nacional
• Superintendencia Financiera de Colombia

For step-by-step reporting and recovery guides covering other countries, see our cybercrime help hub.