Introduction to Condusef and its Role
The National Commission for the Protection and Defense of Users of Financial Services (Condusef) is a Mexican organization dedicated to safeguarding the rights of consumers in financial transactions. It acts as a mediator between users and financial institutions, ensuring fair treatment and resolving disputes.
Key Findings in the Mexico State Region
In 2025, Condusef received a total of 26,231 complaints in the State of Mexico, with credit and debit cards, along with personal loans, accounting for 46% of the grievances. The total amount in dispute was approximately 4,063.9 million pesos.
Through its intervention, Condusef managed to recover 118.9 million pesos for consumers, representing 28.5% of the total claimed amount.
Geographical Distribution of Complaints
Nezahualcóyotl and Ecatepec de Morelos were the municipalities with the highest number of complaints, accounting for 16.4% of the total. Toluca followed closely with a 7.2% contribution.
Sector-wise Analysis of Complaints
By sector, multiple banking institutions accumulated 64.1% of the complaints, followed by insurance companies with 12.1%, and SOFOM E.N.R with 8.6%.
- Banco Azteca: 4,029 cases, market participation of 15.4%
- BBVA: 2,955 cases, market participation of 1.3%
- Banamex: 2,168 cases, market participation of 8.3%
- Banorte: 1,828 cases, market participation of 7.0%
- BanCoppel: 1,381 cases, market participation of 5.3%
Demographic Distribution of Complaints
Of the complaints registered in this entity, 44.8% were filed by women and 55.2% by men.
Among the adult population, credit cards, debit cards, and automobile damage claims were the most frequently reported issues.
Key Questions and Answers
- What should I know before contracting financial services? Consider the information provided by Condusef to make informed decisions and understand your rights as a consumer.
- How can I file a complaint? You can reach out to Condusef via phone at (55 53 400 999) or email at [email protected].
- Who can I contact for further inquiries? You may direct your questions to Sonia Soto at [email protected].
