Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) published a snapshot of consumer complaints in the state of Guerrero for January to September 2025, reporting 2,839 complaints, down 1.9% year on year and representing 1.4% of national complaints. The amount claimed totalled MXN 187.5 million, down 11.8% versus the same period of 2024, while the amount recovered rose 40.3% to MXN 20.2 million. Complaints came from users in 62 of Guerrero’s 85 municipalities, with Acapulco de Juárez accounting for 63.6% of cases, followed by Chilpancingo de los Bravo (11.1%) and Zihuatanejo de Azueta (3.6%). Most cases were handled through Gestión Electrónica (69.3%), with 14.5% via REDECO (debt-collection related) and 16.2% through other CONDUSEF processes. The most complained-about products were debit cards, credit cards and motor insurance (45.3% combined), and the leading causes were unrecognised charges, denial of indemnity payments and unrecognised electronic transfers (32.2% combined). By sector, multiple banking represented 58.5% of complaints, insurers 21.3% and credit information societies 8.0%; within multiple banking, 26.8% of complaints involved older adults and 53.5% related to possible fraud, mainly unrecognised charges and electronic transfers. CONDUSEF also highlighted its online channels for submitting and managing complaints, including the Electronic Complaint Portal and REDECO, and reiterated that its procedures are free and do not require intermediaries.
CONDUSEF 2025-12-01
Mexico's National Commission for the Protection and Defence of Users of Financial Services reports 2,839 Guerrero complaints in January to September 2025 and MXN 187.5 million claimed
CONDUSEF reported 2,839 consumer complaints in Guerrero from January to September 2025, a 1.9% decrease year on year, with MXN 187.5 million claimed and MXN 20.2 million recovered. Acapulco de Juárez accounted for 63.6% of complaints, mainly involving debit and credit cards, and motor insurance, with unrecognised charges and electronic transfers as leading issues. Multiple banking was the most affected sector, with 58.5% of complaints, and CONDUSEF emphasized its free online complaint management channels.