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I am a Canadian who tried to withdraw money from my Canadian bank from a Bancomer ATM in Guanajuato in May 2015. The money was taken from my account, but the machine didn’t give me the cash, and the machine didn’t print out any receipt. I immediately told the manager on duty. He didn’t shut the machine down and just told me that I would have to contact my bank in Canada. I followed the procedure with my bank in Canada and Bancomer responded that, as far as they were concerned, I received my money.

I have been working with CONDUSEF since October; however, Bancomer has refused to provide video and supporting documentation. They take no responsibility in the situation and their lawyer told me that they are just “an administrative” business and have no authority to investigate fraud. Then why do they have a Fraud Department??!! They hide behind legal loopholes and count on people to give up. The Bancomer lawyer told me that my case is rare. The one office of CONDUSEF in Metepec handles 15 cases of mediation per day for bank fraud! That doesn’t take into account the hundreds of people who give up because they know that they won’t receive justice. Shame on Bancomer!

Maybe 10,000 pesos isn’t much to Bancomer, but it’s a lot to me! That money doesn’t just disappear. Isn’t Bancomer concerned about fraud within their branches? Their lawyer told me that I will have to sue them. OK then. They count on people giving up. FYI all the Mexicans behind me got their cash from that ATM! Are we foreigners being targeted?


Karen Turner


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