Bank Requires Bedridden Old Woman to Go to Branch for Biometrics
Son Says, “It’s an Ordeal.”

Old woman while having her biometrics taken

Ninety-six-year-old Lola Fidelia, who is bedridden and suffers from many illnesses, was still forced by the bank to physically go to the branch for biometric verification. They said this was necessary for her to receive her pension. (Photo: Screenshot from Radio 580 Nicaragua Facebook)

A bank in Mexico has been accused of being heartless.

The bank’s name is Banco Bilbao Vizcaya Argentaria (BBVA).

This came after the bank management insisted that a 96-year-old bedridden grandmother be brought to the physical branch to confirm her identity and release her pension.

The scene at the bank when the elderly woman was forcibly brought in and seen in person by management. (Photo: Screenshot from Radio 580 Nicaragua Facebook)

The incident was shared by Radio 580 Nicaragua on Facebook on May 14, 2025.

In the video uploaded to their Facebook account, it was said that the grandmother was brought to the BBVA branch in Oaxaca, Mexico, while on an ambulance stretcher.

The grandmother was identified as Fidelia Vásquez Nuño.

BANK NEEDS TO CORRECT GLITCH IN OLD WOMAN’S BIOMETRICS

Son of old woman talking to bank employee

According to Lola Fidelia’s son, Gilberto Ayala, his mother can no longer move due to old age and suffers from many illnesses.

Despite the son’s efforts to file the necessary documents with the bank to verify Lola Fidelia’s identity, the management refused.

They insisted that the grandmother herself must go to the bank to fix the glitch in her biometric registration.

Because of this glitch, it was discovered that the elderly woman has not been receiving her pension for six months.

FAMILY OF OLD WOMAN CLAIMS BANK “PARADED” HER

When interviewed by local media, Lola Fidelia’s family expressed their grievance about the bank’s lack of compassion.

Gilberto said, “It’s an outrage. We’ve submitted everything—official documents, powers of attorney, and her legal representative.

“Yet, they’ve demanded that she come in person, even though she’s clearly not fit enough.”

The family described the ordeal their mother endured due to the bank’s insistence on her physical presence at the branch. (Photo: Screenshot from Radio 580 Nicaragua Facebook)

The BBVA branch manager explained that Lola Fidelia’s pension payment was suspended.

“And that we need to comply with more requirements to be able to reactivate the payment.”

Gilberto commented, “It’s an ordeal.”

Lola Fidelia’s daughter Ernestia added that the bank’s treatment of their mother was heartbreaking.

“They’ve paraded us from office to office.

“They tell us that her facial features don’t match those on the previous record, without considering that my mother is 96 years old.

“Of course she’s changed physically. Who doesn’t change over decades?”

BANK OFFERS NO ALTERNATIVES, FAMILY FILES COMPLAINT

In the interview, Lola Fidelia’s family also said the bank did not offer any alternatives to avoid bringing the elderly woman to the branch.

This was despite their explanations about their mother’s fragile condition.

After photos and videos of Lola Fidelia waiting to have her biometric data taken went viral on social media, the bank received severe criticism.

Many netizens said the bank management was heartless and violated the rights of the elderly woman.

Lola Fidelia’s family has filed complaints against BBVA with the National Human Rights Commission, the Ombudsman’s Office of the people of Oaxaca, and the National Commission and Defense of Users of Financial Services of Mexico.