Mexico’s National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) published statistics on financial-services complaints in the State of Mexico, reporting MXN 118.9 million recovered for users from concluded complaints. The release also notes that 53.3% of complaints in the state were handled through CONDUSEF’s Electronic Management process. Nezahualcóyotl and Ecatepec de Morelos accounted for 16.4% of complaints combined, followed by Toluca with 7.2%. The amount claimed totalled MXN 4,063.9 million, representing 28.5% of the total amount claimed. During 2025, the leading causes were unrecognized purchases and two debt-collection misconduct categories (threatening or intimidating debtors and contacting non-debtors), together representing 31.6% of complaints in the state; complaints linked to credit cards, personal loans and debit cards comprised 46.0%. By sector, commercial banks represented 64.1% of complaints, followed by insurers (12.1%) and SOFOM E.N.R (8.6%); 28.2% of complaints were linked to possible fraud, mainly unrecognized purchases and unrecognized electronic transfers, and the overall favourable resolution rate for users was 34.0%. CONDUSEF highlighted its user-facing channels, including the Electronic Complaint Portal and the Register of Debt Collection Agencies (REDECO), and reiterated that its procedures are free and do not require intermediaries.
CONDUSEF 2026-01-29
Mexico’s National Commission for the Protection and Defence of Users of Financial Services publishes State of Mexico complaint data and MXN 118.9 million recovered for users
Mexico’s National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) reported MXN 118.9 million recovered from financial-services complaints in the State of Mexico, with 53.3% handled electronically. Key complaint causes included unrecognized purchases and debt-collection misconduct, with commercial banks accounting for 64.1% of complaints.