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 safeguarding the rights of financial service users. In 2025, Condusef reported a total of 40,688 complaints from users of financial services in Mexico City, with a claimed amount reaching 2.503.3 million pesos.
Main Complaints and Their Impact
The primary reasons for these complaints were unrecognized consumption, unfair collection practices, and charges against individuals unrelated to the debt. These issues accounted for 26.3% of all complaints.
- Automobile Damage: In the insurance sector, 3,297 complaints were filed due to vehicle damage, marking a 9.0% decrease from the previous year.
- Unspecified Complaints: The Registro de Despachos de Cobranza (Redeco) recorded 3,212 complaints without specific details.
Top Banks with the Most Complaints
- BBVA: 5,211 complaints (12.8% market participation)
- Banamex: 4,121 complaints (10.1% market 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)
User Profile and Complaint Trends
Condusef reported that 46.9% of the complaints in Mexico City came from women, while 53.1% were from men. Among the older adult segment, the most frequently 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 protects and defends the rights of users in the financial services sector.
- What were the main reasons for complaints in Mexico City’s financial system? The primary reasons were unrecognized consumption, unfair collection practices, and charges against unrelated individuals, accounting for 26.3% of all complaints.
- Which banks received the most complaints? BBVA led with 5,211 complaints, followed by Banamex (4,121), Banco Azteca (3,821), Banorte (3,038), and Santander (2,643).
- What demographic groups filed the most complaints? 46.9% of complaints were from women, and 53.1% were from men. Among older adults, credit cards, debit cards, and mobile banking were the most frequently complained-about products.
