How to File a Complaint with Condusef for Unrecognized Bank Charges

Mexico's National Commission for the Protection and Defense of Financial Users (Condusef) reported a significant increase in claims against multiple banking institutions. During the first half of 2026, these claims rose by 16.8%, with unrecognized payments and consumption being the primary driver of dissatisfaction.

Condusef documented 19,197 cases related to unrecognized payments, marking a substantial 29.2% jump from the 14,860 cases recorded in 2025. This category alone accounted for 20.8% of all claims filed against the banking sector, highlighting a growing concern among consumers regarding unauthorized transactions on their accounts.

For users who detect such unauthorized charges on their cards, Condusef offers a clear process for filing a complaint. Assistance is available both online through the Electronic Complaint Portal and in person at User Assistance Units. The portal allows users to submit claims that Condusef will then manage with the implicated financial institution.

To initiate a complaint, users are advised to gather necessary documentation, including a valid official identification, proof of the contractual relationship (like a bank statement or contract), and details about the incident, including the date, amount, and a precise description of the issue. Documents must be submitted in PDF format. Condusef emphasizes the importance of clear and precise descriptions of events to support the claim effectively.