Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) published 2025 statistics on financial services complaints in the state of Puebla, reporting 8,539 complaints handled and MXN 139.6 million recovered for users from concluded cases. The total amount claimed in Puebla reached MXN 476 million, representing 3.3% of the national amount claimed, and 65.3% of complaints were processed through Electronic Management (Gestión Electrónica). Most complaints originated in the municipality of Puebla (63.8%), followed by San Andrés Cholula (4.6%) and Tehuacán (3.7%). Unrecognised transactions, refusal to pay compensation, and intimidation of debtors (including family members and others not related to the debt) together accounted for 29% of complaints, while credit cards, debit cards and personal loans represented 52.5% of product-related cases. By sector, multiple banking accounted for 63.3% of complaints, insurers 13.9% and SOFOM ENR 7.2%; 31.4% of complaints were linked to potential fraud (mainly unrecognised purchases and unrecognised electronic transfers), the overall user-favourable resolution rate was 35.5%, and complaints were filed 46.8% by women and 53.2% by men.
CONDUSEF 2026-03-02
Mexico's National Commission for the Protection and Defence of Users of Financial Services reports 8,539 complaints in Puebla in 2025 and MXN 139.6 million recovered for users
Mexico's CONDUSEF handled 8,539 financial services complaints in Puebla for 2025, recovering MXN 139.6 million. Unrecognised transactions, refusal to pay compensation, and debtor intimidation made up 29% of complaints, with credit/debit cards and personal loans comprising 52.5% of cases. Multiple banking led sectors with 63.3% of complaints, 31.4% linked to potential fraud, and a 35.5% user-favourable resolution rate.