Guide · 6 min
Payment not reflected: what to do if you paid and the loan is still open
How to document a payment, claim it through the official channel, and keep evidence while it is resolved.
Then follow the steps and verify every figure in the original source.
Keep the full receipt
You need the reference or folio number, the exact amount, the date, the time, and the channel used. A screenshot without a reference number is hard for any institution to trace.
Check the movement with your bank
If you paid by transfer, confirm in your banking app that the charge went out and keep the operation status. If you paid at a store or counter, the receipt is the proof of the transaction.
Claim through the official channel
Open the app or the published website yourself and use customer service or the UNE. Attach the receipt and ask in writing when it will be applied and how charges accrued during the review will be handled.
Do not cover the gap with another debt
Taking a second loan to settle the first raises the total cost and does not resolve the claim. Log every contact and, if there is no answer, continue through CONDUSEF's customer channels.