Mexico’s National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published January–September 2025 statistics on consumer complaints in Quintana Roo, reporting 4,350 complaints (2.2% of the national total), a 3.0% decrease from the same period in 2024. Over the same period, the amount claimed rose to MXN 209.3 million (up 29.9%), while the amount recovered fell to MXN 19.5 million (down 27.8%). Complaints were filed across the state’s 11 municipalities, led by Benito Juárez (69.5%), followed by Solidaridad (12.5%) and Othón P. Blanco (8.9%). Most cases were handled via CONDUSEF’s electronic case-management process (75.0%), with 11.8% processed through REDECO for matters linked to debt collection agencies. Debit cards, credit cards and the special credit report accounted for 48.0% of complaints, while unrecognised purchases, credit history updates not carried out and unrecognised electronic transfers represented 25.2% of causes. By sector, multiple banking represented 58.1% of complaints, insurers 12.6% and credit information societies 11.1%; within multiple banking, 22.9% related to older adults and 44.0% were linked to possible fraud. Insurer complaints totalled 546 (up 7.3%), dominated by motor insurance (62.8%) and driven mainly by claim payment denials and dissatisfaction with repair times.
CONDUSEF 2025-10-27
Mexico’s National Commission for the Protection and Defense of Users of Financial Services reports Quintana Roo complaints down 3% and claimed amount up to MXN 209.3 million
Mexico’s National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) reported 4,350 consumer complaints in Quintana Roo from January to September 2025, a 3.0% decrease from 2024. The amount claimed rose to MXN 209.3 million, while the amount recovered fell to MXN 19.5 million. Multiple banking accounted for 58.1% of complaints, with significant issues in debit and credit cards, and insurer complaints increased by 7.3%, mainly due to motor insurance disputes.