Condusef Handles Over 40,600 Financial Complaints in Mexico City in 2025; Banks Most Affected
Mexico City, January 19, 2026 – During 2025, the National Commission for the Protection and Defense of Users of Financial Services (Condusef) registered a total of 40,688 complaints from financial service users in Mexico City. The total amount claimed by users reached 2,503.3 million pesos.
The primary reasons for these complaints included unrecognized charges, improper collection practices, and charges to individuals unrelated to the debt, collectively accounting for 26.3% of all complaints.
Key Complaint Categories and Locations
Unrecognized charges and unauthorized electronic transfers, which are forms of fraud, represented 31.6% of the total complaints. Mexico City is recognized as the entity with the highest financial inclusion, according to Banamex’s Financial Inclusion Index.
Geographically, the borough of Iztapalapa recorded the highest volume of complaints, with 13.4% of the total, followed by Benito Juárez (11.0%) and Gustavo A. Madero (7.7%).
Banks and Products with the Most Complaints
By sector, multiple banking institutions were responsible for 64.1% of the reported grievances, followed by insurance companies (14.3%) and Sofom ENR (6.7%).
Regarding specific products, credit cards, debit cards, and personal loans collectively accounted for 43.7% of complaints within the multiple banking sector in 2025 alone.
- Credit cards accumulated 9,582 complaints, marking a 3.4% increase compared to 2024.
- Debit cards registered 4,398 complaints, a 11.6% decrease annually.
- Personal loans saw 3,808 complaints, an increase of 7.5%.
In the insurance sector, automobile damage claims led to 3,297 complaints, a 9.0% reduction from the previous year. Additionally, 3,212 complaints were not specified within the Registry of Collection Agencies (Redeco).
The financial institutions with the highest number of complaints in Mexico City, collectively making up 46.3% of the total complaints against financial entities in 2025, were:
- BBVA: 5,211 complaints (12.8% market share)
- Banamex: 4,121 complaints (10.1% market share)
- Banco Azteca: 3,821 complaints (9.4% market share)
- Banorte: 3,038 complaints (7.5% market share)
- Santander: 2,643 complaints (6.5% market share)
It is important to note that these institutions are among the largest operating in the country and consequently serve a larger customer base.
Profile of Affected Users and Complaint Trends
According to Condusef, 46.9% of the complaints in Mexico City originated from women and 53.1% from men. For the elderly population, the most frequently complained-about products were credit cards, debit cards, and mobile banking.
This data highlights the ongoing need for financial institutions to address user concerns and improve service quality, particularly in areas prone to fraud and improper practices. Condusef continues to play a crucial role in protecting financial service users and promoting transparency within the sector.
