Mexico's National Commission for the Protection and Defense of Users of Financial Services reports 3,116 complaints in Puebla in January to April 2025, down 15%

Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published consumer complaint and redress statistics for the state of Puebla covering January to April 2025, reporting 3,116 complaints, a 15% decrease versus the same period in 2024. Puebla represented 3.5% of complaints nationwide, and CONDUSEF reported MXN 40.4 million recovered for users in the period, down 9.5% year on year. Of Puebla’s complaints, 62.6% were handled through CONDUSEF’s Electronic Management process, 23.3% through REDECO cases linked to debt collection agency conduct, and 14.1% through other CONDUSEF processes. The most complained-about products were credit cards, debit cards and personal loans, which together accounted for 51% of cases; the leading causes were unrecognised transactions, threats or intimidation in debt collection, and denial of indemnity payments, together making up 27.1% of complaints. By sector, multiple banking accounted for 63.5% of complaints, insurers 13.2% and SOFOM ENR 6.9%; within multiple banking, 38.6% of outcomes were favourable to users, 30.7% of complaints involved older adults, and 44.3% of multiple-banking complaints were linked to potential fraud, mainly unrecognised card spending and unrecognised electronic transfers. CONDUSEF also reiterated that its procedures are free of charge and do not require intermediaries, and highlighted its online channels for submitting complaints and reporting poor debt-collection practices.