Afore XXI Banorte receives CONDUSEF distinction for elderly service

CONDUSEF has renewed the ‘Compromiso en la Atención a Personas Adultas Mayores’ distinction for Afore XXI Banorte, recognizing the institution's efforts to improve services for elderly users.

Data from CONDUSEF indicates that senior citizens account for 28% of all complaints received by the agency. However, recent reports show a downward trend in complaints directed at retirement funds (Afores), dropping from 60% in 2024 to 55.9% by the end of the first half of the year. Current complaints primarily involve missing account statements or difficulties with specific procedures rather than operational failures.

Oscar Rosado Jiménez, president of CONDUSEF, emphasized that financial inclusion must move beyond physical infrastructure, such as ramps, to ensure seniors can understand contracts and make autonomous financial decisions. Afore XXI Banorte has implemented several measures to support this demographic, including physical accessibility in all 76 of its specialized service offices, priority service, home visits for those with mobility issues, and enhanced digital accessibility.