Background on CONDUSEF and Relevance
The National Consumer Defense Commission (CONDUSEF) is a Mexican government agency responsible for protecting consumers’ rights and resolving disputes between consumers and financial institutions. In Quintana Roo, a popular tourist destination in Mexico, CONDUSEF has been receiving and addressing consumer complaints since January 2025. This article examines the trends in complaints from January to September, highlighting key findings and their implications for both consumers and financial institutions.
Overall Complaint Trends
From January to September 2025, CONDUSEF in Quintana Roo received a total of 4,350 complaints, marking a 3.0% decrease compared to the same period in 2024.
Most Commonly Complained Products
The most frequently complained-about products were debit cards, credit cards, and special credit reporting services, which together accounted for 48.0% of all complaints.
Primary Reasons for Complaints
The primary reasons for complaints during this period were unrecognized consumption, failure to update credit history, and unrecognized electronic transfers, collectively representing 25.2% of all complaints in Quintana Roo.
Complaint Distribution by Sector
The banking sector accumulated 58.1% of the complaints, followed by insurance companies with 12.6%, and credit information societies with 11.1%.
Fraud-Related Complaints
According to CONDUSEF data, 44% of complaints related to potential frauds are linked to the banking sector, primarily due to unrecognized consumption and unrecognized electronic transfers in Quintana Roo.
Top Institutions with Complaints
BBVA leads the list with 504 complaints, a 7.7% increase compared to January-September 2024. Santander follows with 372 complaints, a 9.7% rise. Banco Azteca and Banamex follow with 306 and 264 complaints, respectively, but experienced decreases of 5.8% and 19.8% compared to the previous year.
Coppel’s Growth in Complaints
Coppel ranks fifth with 246 complaints, although this is the lowest number among the top institutions. However, Coppel has experienced a 41.4% increase in complaints compared to January-September 2024.
Vulnerable Demographics
CONDUSEF reported that 22.9% of complaints were from adults aged 60 and over, who are often targeted by fraud due to their limited familiarity with new technologies.
Insurance Sector Complaints
In the analyzed period, 546 complaints were registered in the insurance sector, a 7.3% increase compared to the same period in 2024. Automobile insurance represented 62.8% of all complaints, with the most common reasons being denial of indemnification payments and dissatisfaction with repair timeframes for damaged property.
Key Questions and Answers
- What is CONDUSEF? CONDUSEF is a Mexican government agency that protects consumers’ rights and resolves disputes between consumers and financial institutions.
- What were the main reasons for complaints in Quintana Roo from January to September 2025? The primary reasons were unrecognized consumption, failure to update credit history, and unrecognized electronic transfers.
- Which sectors had the most complaints? The banking sector accumulated 58.1% of the complaints, followed by insurance companies with 12.6%, and credit information societies with 11.1%.
- Which institutions received the most complaints? BBVA led with 504 complaints, followed by Santander (372), Banco Azteca (306), and Banamex (264).
- What demographic group was most affected by fraud-related complaints? Adults aged 60 and over were the most vulnerable, accounting for 22.9% of all complaints.
- What were the main reasons for complaints in the insurance sector? The most common reasons were denial of indemnification payments and dissatisfaction with repair timeframes for damaged property.
