Background on Condusef and its Relevance
The Comisión Nacional para la Protección y Defensa de los Usuarios de Servicios Financieros (Condusef) is a Mexican government agency responsible for protecting and defending the rights of users of financial services. In 2025, Condusef addressed more than 40,600 complaints from users of financial services in Mexico City, highlighting the importance of its role in maintaining fairness and transparency within the financial sector.
Complaints Breakdown in Mexico City
During 2025, Mexico City accumulated 40,688 complaints from financial service users, with a total claimed amount of 2,503.3 million pesos, according to Condusef.
- Unpaid consumption: This was one of the main reasons for complaints, accounting for 26.3% of total complaints.
- Unfair collection practices: Another significant issue, contributing to the high number of complaints.
- Charges to unrelated individuals: This practice also led to numerous complaints, totaling 26.3% of all cases.
In the insurance sector, 3,297 complaints were filed due to vehicle damages, marking a 9.0% decrease from the previous year. Meanwhile, 3,212 complaints were unspecified within the Registro de Despachos de Cobranza (Redeco).
Banks with the Most Complaints
- BBVA: 5,211 complaints (12.8% of participation)
- Banamex: 4,121 complaints (10.1% participation)
- Banco Azteca: 3,821 complaints (9.4% market participation)
- Banorte: 3,038 complaints (7.5% market participation)
- Santander: 2,643 complaints (6.5% market participation)
These banks are among the largest in Mexico, serving a substantial number of clients and thus experiencing a higher volume of complaints.
User Profile and Complaint Trends
Condusef reported that 46.9% of the complaints in Mexico City came from women, while 53.1% were filed by men. For the adults aged 60 and over, the most-complained-about products were credit cards, debit cards, and mobile banking.
Key Questions and Answers
- What is Condusef? Condusef is a Mexican government agency that safeguards the rights of users in the financial services sector.
- How many complaints were handled by Condusef in Mexico City in 2025? Over 40,600 complaints were addressed by Condusef in Mexico City during 2025.
- Which banks received the most complaints? BBVA, Banamex, Banco Azteca, Banorte, and Santander were the banks with the highest number of complaints in Mexico City.
- What were the primary reasons for these complaints? Unpaid consumption, unfair collection practices, and charges to unrelated individuals were the main causes of complaints.
- What demographic groups filed the most complaints? Women accounted for 46.9% of all complaints, while men filed 53.1%.
- What products were most frequently complained about by older adults? Credit cards, debit cards, and mobile banking were the most-complained-about products among adults aged 60 and over.
