Banorte Fraud: How to Report It and Stop the Money
If money left your Banorte account without your permission, or you paid a scammer, contact Banorte straight away and ask it to block the payment and your card. The first minutes matter most.
Do this first
- Call Banorte’s official line below, or use help inside the official Banorte 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. Banorte 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 Banorte fraud contacts
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]
If Banorte 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 Banorte 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 Banorte fraud
- What is the Banorte fraud helpline number?
- Banorte lists these numbers on its own website: Banortel: theft, loss, card block, unrecognised charges: 81 8156 9600 (24/7 for urgent services); Complaints (UNE): 800 627 2292. Always dial the number printed on your card or shown in the official app if you are unsure.
- How do I report fraud to Banorte?
- Call Banorte's official line, or report it in the app or online: Banorte Móvil: Centro de ayuda › Llamada., or by email: [email protected]. 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 Banorte 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 Banorte’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 Banorte and cannot recover money. All Mexico providers are in Bank Fraud Help: Mexico.