Overview of Complaints in the Mexico State
The National Commission for the Protection and Defense of Users of Financial Services (Condusef) reported that credit and debit cards, along with personal loans, accounted for 46% of the complaints received in Mexico State during 2025. In total, Condusef addressed 26,231 complaints, amounting to a total of 4,063.9 million pesos.
From the resolved complaints, 118.9 million pesos were recovered in favor of users, representing 28.5% of the total claimed amount.
Distribution by Municipality
Nezahualcóyotl and Ecatepec de Morelos had the highest number of complaints, accounting for 16.4% of the total combined. Toluca followed with 7.2%.
Sector-wise Distribution of Complaints
By sector, multiple banking accumulated 64.1% of the complaints, followed by insurance companies with 12.1%, and SOFOM E.N.R with 8.6%.
Bank-wise Distribution of Complaints
- Banco Azteca: 4,029 cases, a market share of 15.4%
- BBVA: 2,955 cases, a market share of 1.3%
- Banamex: 2,168 cases, a market share of 8.3%
- Banorte: 1,828 cases, a market share of 7.0%
- BanCoppel: 1,381 cases, a market share of 5.3%
According to Condusef, 44.8% of the registered complaints were filed by women, while 55.2% were filed by men.
Most Complained Products
For adults over 60, the most complained-about products were credit cards, debit cards, and automobile damages.
Key Questions and Answers
- What should I know before contracting financial services?: Consider the information provided by Condusef to make informed decisions before signing any financial agreements.
- Where can I file a complaint?: You can contact Condusef at (55) 53 400 999 or via email at [email protected].
- Who can I contact for further assistance?: You may reach Sonia Soto at [email protected] for additional inquiries.
