Mexico: How to Report Bank Fraud
If money left your account without your permission, or you were tricked into sending it, contact your bank or payment provider straight away. The faster they hear from you, the better the chance of stopping or recovering the money. Below are the official fraud and card lines for 4 providers in Mexico.
Do this first
- Call your bank’s fraud or card line now. Use a number from this page, the back of your card, or your bank’s official app. Never use a number from a text, an email, a caller or a search ad.
- Block your card or freeze your account in the app if you can, and change your online banking password.
- Ask the bank for a reference number, and write down the time you reported it.
- Report it to the police as well: see who handles cybercrime in Mexico.
- Keep everything: messages, call logs, screenshots and transaction IDs. Your bank will never ask for your PIN, password or a one-time code.
Bank and payment fraud lines
BBVA México
Bank- Línea BBVA, Mexico City (theft, loss, unrecognised charges):55 5226 2663(24/7)
- Línea BBVA, rest of Mexico (toll-free):800 5226 2663(24/7)
App or online: BBVA app: choose the transaction › 'Desconozco este movimiento' for an unrecognised charge.
Email: [email protected]
Banorte
Bank- Banortel: theft, loss, card block, unrecognised charges:81 8156 9600(24/7 for urgent services)
- Complaints (UNE):800 627 2292
App or online: Banorte Móvil: Centro de ayuda › Llamada.
Email: [email protected]
Report phishing: [email protected]
Santander México
Bank- SuperLínea: fraud and unrecognised transactions:55 5169 4300(24/7)
- SuperLínea from abroad:1 844 705 80 77(24/7)
- SuperLínea Select:55 5169 4304
App or online: Santander app: report an unrecognised transaction.
Report phishing: [email protected]
Banamex
Bank- Card theft or loss (choose option 1 in the menu):55 1226 2639(Theft and loss 24/7; other services 6am–11pm)
App or online: Banamex app: Menú › Ayuda › Reportar robo o extravío, then choose the card (you get a folio number).
If your bank won’t help
Your bank's UNE (Unidad Especializada de Atención a Usuarios)
Every Mexican financial institution must have a UNE for complaints and clarifications; file there before going to CONDUSEF.
Official websiteCONDUSEF
Free complaint against a bank when its UNE has not resolved your case, or to ask for mediation.
Phone 55 5340 0999, email [email protected], or the online complaint portal. Have your bank claim folio number, account or card details and the charge details ready.
Official websiteYour rights
- Banorte card protection window (bank policy, not a law). Banorte says your credit and debit accounts are protected for operations made up to 72 hours before you report theft, loss or fraud to its contact centre. Source
Report it to the police too
Banks often ask for a police report before they investigate. Cybercrime agencies in Mexico lists who to report to, and our step-by-step guide covers the rest: How to Report Cybercrime in Mexico (and Get Your Money Back).
Every number on this page was read on the provider’s or regulator’s own website on 3 October 2026. Banks change numbers, so if one doesn’t work, use the number on your card or in the official app, and tell us so we can fix it. See every country in the Bank Fraud Help directory.