Condusef has responded to 1,943 complaints in Coahuila and the municipality of Torreón leads with the highest number of complaints filed, with 44% of the total.
From the concluded claims, an amount of was recovered 16.7 million pesos in favor of userswhich meant a growth of 30.4% compared to what was recovered in 2023. The most claimed cause was “Unrecognized consumption”.
From January to May 2024, the inhabitants of the state of Coahuila filed 1,943 claimswhich meant a decrease in 4.4% compared to 2023, when 2,033 cases were reported. Of the total number of complaints received nationwide, this entity accounted for 1.8%.
The complaints received by the National Commission for the Protection and Defense of Financial Services Users (Condusef) in this entity were filed by users who live in 30 of the 38 municipalities that comprise it, The municipality of Torreón accounted for 44% of the total, followed by Saltillo with 30.3%.
The municipalities that recorded the highest percentage of resolution in favor of the user were: Black Stones with 45%, followed by Monclova with 42.9% and Torreon with 42.3%.
Regarding the most complained about products in the period, they were issues related to credit cards, debit cards and personal credit, which together represented 46.9% of the total complaints in this entity.
In general terms, the most frequently claimed causes were Unrecognized consumption, Carrying out collection procedures from persons who are not the client and Unrecognized electronic transfer, these three causes represented 26.6% of the total claims in this entity.
When analyzing claims by sector, Multiple Banking stands out with 60.3% of the total cases received (1,171 cases), followed by Insurance Companies with 14.7% (285 cases) and Sofom ENR with 10.3% (200 cases).
Which institutions received the most complaints?
For their part, the institutions that individually registered the highest number of complaints were BBVA México, Citibanamex, Banorte, Banco Santander and Banco Azteca, which together accounted for 40% of the total. Of the 5 institutions with the highest number of complaints from the entity, BBVA México stood out with an increase of 16.2% compared to the same period in 2023 and was also the one that resolved the most in favor of the user with 54.9%.
Of the total claims filed by this entity, 45% were made by women and 55% by men. The segment of older adults represented 39.6% of the total claims for the period January-May 2024, and the products with the most claims in this group were debit and credit cards.
The favorable resolution to the user was globally 41%. Of the total claims received from this state, 29.2% were related to a Possible Fraud, mainly due to Unrecognized Consumption, Unrecognized Electronic Transfer and Unrecognized Internet Consumption. As of May 2024, Coahuila ranks 20th in terms of claims received for possible fraud at the national level.
It is worth mentioning that as of June 1, 2023, users can carry out procedures related to any financial institution through the Single Registry of Procedures (RUT). The RUT is an internet portal that functions as a remote window. Also, as of July 1, users who have a conciliation hearing can do so remotely (COR), if they carried out their procedure through the RUT.
It is important to remember that all procedures submitted to Condusef are completely free of charge and it is not necessary to have a manager or representative to carry them out.
Remember that an appointment is no longer required to be seen in person at the Care Unit in Coahuila, whose offices are located in the Federal Palace of Torreón.
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2024-07-14 21:37:36