Overview

• The disruption on October 13 knocked out the mobile app, ATMs and other digital channels for several hours before service was restored the same day.
• Communications chief Mauricio Pallares said the breakdown originated in the central computer’s storage platform, calling it a hardware problem.
• BBVA described the interruption as roughly three and a half hours, while other reporting put it at more than five, leaving the exact duration in dispute.
• The bank delayed publicly confirming full restoration until it was confident the platform was stable to avoid congestion for users returning to the app.
• Customers reporting losses are being directed to Línea BBVA for individual review as the CNBV evaluates the incident report and any sanctions remain undecided.