The Consumer Institute of the Basque Government Kontsumobide has sanctioned Kutxabank with EUR 123,000. Condemns the institution for the failure to provide the kutxa service, the abolition of the cash payment service and the conduct of abusive practices. These are classified as "serious infringements", as many people are affected. The institute launched the procedure against Kutxabank based on the complaint and complaint filed by several individuals and the Basque Consumers Association EKA.

Kontsumobide denounces that Kutxabank customers cannot receive revenue from non-customers, so "one of the basic characteristics of providing the kutxa service" is not met. In addition, no cash can be paid or cash entered at the window. The Institute has pointed out that this violates the obligation of consumer protection rules to "allow legally authorised means of payment".