Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) published statistics on financial services complaints in Mexico City during 2025. It reported MXN 282 million recovered for users from concluded complaints, with total amounts claimed of MXN 2,503.3 million, and said 57.6% of complaints were processed through its electronic case management procedure. Iztapalapa accounted for the largest share of complaints (13.4%), followed by Benito Juárez (11.0%) and Gustavo A. Madero (7.7%). The main causes included unrecognised transactions and abusive or misdirected debt-collection practices, which together represented 26.3% of complaints. Credit cards, debit cards and personal loans accounted for 43.7% of complaints; by sector, multiple banking represented 64.1%, insurers 14.3% and SOFOM ENR 6.7%. CONDUSEF also reported that 31.6% of complaints related to possible fraud (mainly unrecognised purchases and unrecognised electronic transfers) and that the overall user-favourable resolution rate was 33.6%.
CONDUSEF 2026-01-19
Mexico's National Commission for the Protection and Defence of Users of Financial Services publishes 2025 Mexico City complaints data showing MXN 2,503.3 million claimed and MXN 282 million recovered
Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) reported MXN 282 million recovered from financial services complaints in Mexico City during 2025, with 57.6% processed electronically. Credit cards, debit cards, and personal loans comprised 43.7% of complaints, with multiple banking accounting for 64.1%. Unrecognised transactions and abusive debt-collection practices contributed to 26.3% of complaints.