The National Committee for the Protection and Defense of Users of Financial Services (condos) that in the first half of 2021, a total of 2,945,000 complaints were registered against banks by their clients, of which Banamex, Banco Azteca, BanCoppel, Santander and BBVA Bancomer concentrated 70% of the claims.
According to the agency, the main reasons for the complaint were due to unrecognized consumption of 19%; Unrecognized wire transfer at 12% and unrecognized account fee at eight percent.
Condusef explained that Banamex was the bank with the highest positive user response rate of 59%. In contrast, Banco Azteca had a positive response of only 20%.
The agency’s data shows that customers affected by the banking service demanded a total of 17,377 million pesos, of which 4,933 million pesos were returned by financial institutions.
Condosev explained that 70% of the total claims against banks were due to potential fraud, with 2,075,291 complaints, 9% less than what was recorded in the first quarter of 2020.
Thus, the banks that focus seven out of 10 complaints of potential fraud are BanCoppel, Citibanamex, Banco Azteca, Banorte and HSBC.
In this area, bank clients have claimed a total of 11409 million pesos from banks against potential frauds that occurred in such operations as opening cash without permission, opening an account that is not required or authorized by the user, unacknowledged charges and depreciation, and unrecognized credit in Credit history, credit granted without being requested or authorized by the user, among others.
Of the total amount claimed in case of possible fraud by customers to banks, 3,242 million pesos were returned to them.
In general, at the end of the first half of the year, the total financial system in Mexico received a total of 3,258,332 complaints from customers.
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