Mexico’s National Commission for the Protection and Defence of Users of Financial Services reports Querétaro complaints down 6.9% with MXN 197.0 million claimed

Mexico’s National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) published its latest snapshot of user complaints in the state of Querétaro for January to September 2025. CONDUSEF received 4,279 complaints, a 6.9% decline versus the same period of 2024, representing 2.2% of complaints nationwide; the amount claimed totalled MXN 197.0 million (up 27.7%) while the amount recovered was MXN 23.3 million (down 18.8%). Complaints came from users across Querétaro’s 18 municipalities, led by Querétaro municipality (59.9%), Corregidora (13.8%) and El Marqués (10.8%). Most cases were handled through Electronic Case Management (63.6%), with 22.5% processed via REDECO (debt-collection related) and 13.9% through other CONDUSEF processes. Credit cards, personal loans and debit cards accounted for 43.1% of complaints, while the leading causes were unrecognised transactions and certain debt-collection practices (including contacting non-debtors and threatening or intimidating behaviour), together representing 25.9% of cases. By sector, multiple banking institutions accounted for 57.1% of complaints, followed by insurers (13.2%) and credit reporting agencies (10.3%); within multiple banking institutions, 22.5% related to older adults and 47.7% were linked to potential fraud, mainly unrecognised purchases and unrecognised electronic transfers. CONDUSEF also highlighted its online channels for complaint handling and reporting abusive collection practices, and reiterated that its procedures are free and do not require intermediaries.