The National Commission for the Protection and Defense of Financial Service Users (Condusef) revealed that BBVA, Banamex, and Banco Azteca lead in the number of complaints in Mexico City. Along with Banorte and Santander, these institutions accounted for 73.1% of complaints from banking clients in the capital during the first three months of the year.
In the first quarter of 2025, Condusef received 7,408 complaints from CDMX for multiple banking, representing a 0.7% increase compared to the same period last year. The city concentrated 18.2% of complaints at the national level.
According to the latest information provided by Condusef, the most complained financial products were credit cards, debit cards, and personal loans, which together represented 56.3% of the total complaints in the city for alleged irregularities in service and security.
The main causes of banking complaints identified by the institution were unrecognized charges, unauthorized electronic transfers, and threats to the debtor, family members, or other unrelated individuals. These practices constituted 32.2% of the complaints in Mexico City between January and March.
Additionally, 44.2% of the multiple banking complaints in the entity could be related to possible fraud, mainly due to unauthorized charges and electronic transfers.
Regarding resolutions or decisions from banks, on average, 40.1% of the decisions favored users, while 59.9% were against clients. Of the total complaints, 49.2% were filed by women and 50.8% by men.
