Mexico banking services face criticism over elderly user treatment

Despite the existence of a “Decálogo para mejorar la atención y el servicio a las Personas Adultas Mayores, usuarias de la Banca” (Decalogue to improve attention and service to elderly banking users), elderly citizens in Mexico continue to face negligence, inefficiency, and a lack of transparency from financial institutions.

Although the National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) and the Association of Banks of Mexico (ABM) have adhered to these guidelines, reports indicate ongoing issues regarding the dignity and rights of senior users. Vulnerabilities include limited physical mobility, difficulty accessing personalized attention at branches, and long wait times that are physically taxing for older individuals.

A specific case highlights these challenges through ‘Emilio’, a 99-year-old man with significant health needs who has faced difficulties withdrawing his own deposited funds, illustrating the gap between official banking protocols and the actual experiences of elderly customers.