## Increase in Complaints Against Banks in Baja California: Condusef Reports
From January to October 2024, there was a significant 16% rise in complaints against banks, insurance companies, and financial institutions in Baja California. During this period, 5,895 complaints were registered, up from 5,082 in the same timeframe the previous year. This information was disclosed by the National Commission for the Protection and Defense of Financial Services Users (Condusef).
The data showed that Tijuana accounted for 73.7% of these complaints, followed by Mexicali at 13.6%. The banks with the most complaints were BBVA, Citibanamex, Invex, Banco Azteca, and Bancoppel, collectively comprising 40.6% of the total complaints. Debit cards (1,310 complaints), credit cards (1,159), and auto damage claims (570) were the most disputed products by consumers.
Invex saw the largest increase in complaints, with a rise of 157.1% compared to the previous year. BBVA managed to resolve the highest percentage of complaints in favor of its customers, with a success rate of 49.3%. The major issues reported included unrecognized electronic transfers, mostly with Citibanamex and BBVA, as well as unauthorized purchases, particularly with Citibanamex and Bancoppel, and unrecognized online transactions frequently with Invex and BBVA.
In terms of financial sectors, multiple banking services represented 62.3% of the total complaints (3,674 issues), followed by insurance companies at 13.8% (811 issues), and SOFOM ENR at 7.4% (438 issues).
Additionally, Condusef’s intervention led to the recovery of 40.4 million pesos, marking a decrease of 55% compared to recoveries in 2023. Municipalities with the most favorable resolutions for users were Playas de Rosarito (45.9%), Tecate (43.6%), and Tijuana (43.0%).
By October 2024, there were 2,098 fraud-related complaints in Baja California, amounting to 120.4 million pesos, placing the region 11th nationwide for these types of claims, accounting for 3.1% of the national total.
—
## Secondary Article: Further Developments in Financial Complaints
Recent reports highlight an ongoing surge in financial complaints from consumers in Baja California. Financial institutions are now under increased scrutiny as more users come forward with grievances, particularly regarding unauthorized transactions and service issues. Industry experts suggest that rising digital transactions and hacking incidents could be contributing factors.
As digital banking continues to expand, the need for enhanced security measures becomes paramount. Financial institutions are advised to improve their consumer response strategies and focus on technological upgrades to preemptively address and reduce incidents.
Collaboration between financial organizations and government bodies is also being emphasized to tackle the root causes of these complaints. This includes increased transparency and better customer education to ensure users are aware of security best practices and services offered by their banks.
Efforts are being made to boost consumer confidence through regulatory changes and improved customer service protocols. The financial sector is expected to respond to these challenges by implementing innovative solutions and robust mechanisms to protect user data and resolve disputes efficiently.