Mexico's National Commission for the Protection and Defence of Users of Financial Services reports 2025 Jalisco complaints data and MXN 67.8 million recovered for users

Mexico's National Commission for the Protection and Defence of Users of Financial Services published 2025 data on consumer complaints in the state of Jalisco, reporting MXN 67.8 million recovered for users from concluded cases. The total amount claimed reached MXN 984.5 million, representing 6.9% of the amount claimed, and outcomes were favourable to the user in 33.8% of cases. Across Jalisco, 61.6% of complaints were handled through electronic case management. Guadalajara accounted for 29.5% of complaints, followed by Zapopan (25.4%) and Tlaquepaque (7.4%). The leading complaint drivers were unrecognised purchases, abusive debt collection conduct (including threats or intimidation), and collection or restructuring efforts directed at non-debtors, together representing 36.7% of complaints. Credit cards, debit cards and personal credit products accounted for 59.5% of complaints, while by sector commercial banking represented 66.4%, followed by insurers (11.8%) and SOFOM E.N.R. entities (7.5%). Potential fraud was cited in 35.5% of complaints, mainly unrecognised purchases and unrecognised electronic transfers, and complaints were filed by women (45.3%) and men (54.7%), with older adults most frequently complaining about credit cards, debit cards and auto damage products. CONDUSEF reiterated that its procedures are free and can be accessed through its online channels, including the Electronic Complaint Portal, REDECO and online chat, and warned users against paying intermediaries.