BBVA Bancomer/2018 Annual Report

Customer security, privacy and protection GRI 103-1, 103-2 and 103-3 Customer security is a key priority and an area where BBVA Bancomer makes constant efforts to guarantee the protection and peace of mind which our customers deserve. Customer security was further strengthened in 2018 through tools and personnel to monitor and prevent events related to security, privacy and customer protection. The Bank continued to implement the following programs and initiatives: BBVA Branch controls Biometric technology was installed at the branches. Staff now use their digital fingerprint to log in and authorize transactions. While this initiative was not mandatory for BBVA Bancomer customers in 2018, it is expected to become a regulatory requirement in 2019. BBVA Bancomer is therefore prepped and has all the tools needed to comply with applicable law and regulations in this regard. BBVA BBVA BBVA Digital channels A campaign was launched to promote and encourage the use of the Wallet app. Customers are advised to use the digital card for online purchases and to avoid any action that might diminish or impair their wealth. ATMs The Bank continued with its ATM protection strategy in 2018 in order to safeguard the Bank's remote ATMs and the wealth and property of its customers. For those ATMs flagged as posing a significant risk, a PIN number is no longer enough. Users are also asked to enter their date of birth to help prevent unauthorized people from using customers' cards. 55

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