Banamex Fraud: How to Report It and Stop the Money
If money left your Banamex account without your permission, or you paid a scammer, contact Banamex straight away and ask it to block the payment and your card. The first minutes matter most.
Do this first
- Call Banamex’s official line below, or use help inside the official Banamex app. Never use a number from a text, a caller or a search result.
- Give them the transaction details (amount, time, and the account or number you paid) and ask them to block your card and stop or recall the payment.
- Change your online banking password and PIN if anyone may know them. Banamex will never ask for your PIN, password or a one-time code.
- Report it to the police too: see who handles cybercrime in Mexico, and keep screenshots of every message and payment.
Official Banamex fraud contacts
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 Banamex 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 as a Banamex customer in Mexico
- 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
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).
Common questions about Banamex fraud
- What is the Banamex fraud helpline number?
- Banamex lists these numbers on its own website: Card theft or loss (choose option 1 in the menu): 55 1226 2639 (Theft and loss 24/7; other services 6am–11pm). Always dial the number printed on your card or shown in the official app if you are unsure.
- How do I report fraud to Banamex?
- Call Banamex's official line, or report it in the app or online: Banamex app: Menú › Ayuda › Reportar robo o extravío, then choose the card (you get a folio number).. Tell them the amount, the time and the account the money went to, and ask them to block your card or the payment.
- What if Banamex will not help or refund me?
- In Mexico you can complain to Your bank's UNE (Unidad Especializada de Atención a Usuarios), CONDUSEF. Details of what each one handles are on this page.
Other providers in Mexico
These contacts were read on Banamex’s own website on 3 October 2026. If a number has changed, use the one in the official app and tell us. Ministry of Cyber Affairs is not Banamex and cannot recover money. All Mexico providers are in Bank Fraud Help: Mexico.