TITLE: Chile's National Consumer Service Issues Official Notice to Bipay Over Duplicate Charges in Public Transport
BODY:
On August 5, 2026, the Servicio Nacional del Consumidor (SERNAC) issued an official notice to Bipay, the digital payment system provider for public passenger transport across multiple Chilean regions, following consumer complaints of irregular charges and duplicate billing in the Antofagasta region.
Bipay began operating in Chile in 2019 and launched operations in Antofagasta in April 2026 under a pilot programme. Since that date, SERNAC has received approximately 40 complaints from Antofagasta consumers reporting irregular charges, duplicate deductions, and unrecognised transactions not appearing in the application. This represents the second enforcement action SERNAC has taken against Bipay in 2026; the authority previously issued a notice regarding similar issues in the La Araucanía region, which generated approximately 150 additional complaints.
SERNAC's notice requires Bipay to provide information including the total number of complaints received nationally through its internal channels regarding the reported issues and proposed solutions; the number of active consumers maintaining Bipay payment methods, including physical cards and active Bipay Wallet accounts; details on card-blocking procedures for theft or loss; and information on mitigation measures previously committed to following the La Araucanía incidents. SERNAC coordinated this action with relevant sectoral bodies, including the Regional Secretariat of Transport for La Araucanía.
Under the Consumer Protection Law, passengers retain consumer rights including access to accurate and timely information regarding fares, receipt of transaction confirmations upon card reloading, and the right to repair and compensation for service failures. Consumers may file complaints with SERNAC through its online portal, by calling 800 700 100 (Monday to Friday, 09:00 to 19:00 hours), or by visiting regional offices nationwide.