Existe una carta de derechos del usuario en el cual las AFORES te dan a conocer todos los derechos relacionados con el servicio que deben proporcionarte. Como mínimo dicho documento debe tener la siguiente información:
Los derechos que tienes como usuario por ejemplo: el envío de tu estado de cuenta, atención y seguimiento de solicitudes de servicio y acceso a la información.
Listado de los diferentes canales de atención que la AFORE pone a tu disposición.
El proceso para ingresar y dar seguimiento a una consulta, aclaración o queja, así como los tiempos en que la AFORE debe darte una respuesta.
Medios disponibles para consultar la siguiente información: Requisitos y documentos para presentar una solicitud de servicio. Unidades Especializadas, sucursales y módulos de atención, con sus respectivas direcciones, días y horarios de servicio, teléfonos y nombre de la persona responsable de cada una, y solicitudes de servicio que puedes presentar de manera presencial y no presencial.
Estándares de Servicio que cada administradora está comprometida a cumplir con la finalidad de brindarte una atención adecuada.
Datos de la CONDUSEF, institución encargada de recibir reclamaciones en contra de instituciones financieras, como son las AFORES.
FUENTE: https://www.gob.mx/consar/articulos/carta-de-derechos-del-usuarionm
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