Unrecognized Charges Lead Bank Complaints in Ciudad Juárez, Condusef Reports
Ciudad Juárez, March 13, 2026 – Unrecognized charges continue to be the primary cause of complaints against banking institutions in Ciudad Juárez, as reported by Salvador López Mercado, head of the National Commission for the Protection and Defense of Users of Financial Services (Condusef) User Attention Unit.
BBVA Records Most Complaints, Bancoppel Lowest Resolution Rate
According to López Mercado, BBVA concentrates the highest number of claims. This is primarily attributed to the bank having the largest client base in the city. In terms of resolution, BBVA successfully addresses approximately 54% to 56% of cases favorably.
In contrast, Bancoppel ranks second in the number of complaints but stands out for its significantly lower favorable resolution rate. Throughout 2025, Bancoppel resolved only 17% of cases presented by users in Ciudad Juárez, making it the bank with the lowest resolution percentage among institutions operating in the locality.
López Mercado emphasized the notable difference: while some banks achieve over 50% favorable resolution, Bancoppel barely reaches more than a third of that figure.
Other Banks and Common Complaints
Following BBVA and Bancoppel, complaints are distributed among other banks with a presence in the city, such as Banorte, Banamex, and Santander, which also record claims, albeit in smaller proportions.
The second most frequent cause of complaints relates to unrecognized electronic transfers. This issue has seen an increase in recent years due to the growing use of digital banking services.
Importance of User Advocacy
Another type of request handled by the User Attention Unit involves corrections to credit bureau reports, mainly due to errors in personal data such as clients’ names or addresses.
Given this scenario, López Mercado highlighted the importance of individuals seeking guidance and submitting appropriate clarifications. This ensures that their cases can be reviewed and, if applicable, resolved according to established procedures.
The Condusef official also reminded that charging a commission for card payments is illegal. Businesses that pass this fee on to customers are engaging in an improper practice, and users are encouraged to report such incidents to the card-issuing bank and Profeco.
Source: https://oem.com.mx/elheraldodejuarez/finanzas/cargos-no-reconocidos-encabezan-quejas-contra-bancos-en-ciudad-juarez-28928472
