Quintana Roo Financial Complaints Top 4,000

Cancún, QRoo — The National Commission for the Protection and Defense of Users of Financial Services (Condusef) received 4,350 complaints throughout the state of Quintana Roo from January to September of this year, representing a 3.0 percent decrease compared to the same period in 2024.

The most disputed financial products were debit cards, credit cards, and special credit reports, which together accounted for 48.0 percent of the total complaints filed.

The primary reasons for complaints from January to September 2025 were unrecognized charges, failure to update credit history, and unrecognized electronic transfers. These three issues collectively represented 25.2 percent of the complaints in the state.

Sector Breakdown and Leading Institutions

By sector, Multiple Banking accumulated 58.1 percent of the complaints, followed by Insurance Companies with 12.6 percent and Credit Information Societies with 11.1 percent.

Furthermore, within the banking sector, 44 percent of the complaints were related to potential fraud, primarily concerning unrecognized charges and unrecognized electronic transfers in Quintana Roo, according to data from the agency itself.

The institution with the most complaints was BBVA, with a total of 504, reflecting a 7.7 percent increase compared to the January-September period in 2024. It was followed by Santander with 372 complaints, a 9.7 percent increase. Banco Azteca and Banamex followed with 306 and 264 complaints, representing decreases of 5.8 percent and 19.8 percent compared to the previous year, respectively.

In fifth place was Coppel, with 246 complaints. However, this figure represents a 41.4 percent increase compared to January-September 2024, meaning that while it has the lowest number of complaints among the top five, it has experienced the highest growth in complaints in 2025.

Vulnerable Groups and Insurance Sector

Another notable statistic highlighted by Condusef is that 22.9 percent of these complaints corresponded to older adults, many of whom are easy prey for fraud due to their limited familiarity with new technologies.

Regarding the insurance sector, 546 complaints were registered during the analyzed period, signifying a 7.3 percent increase compared to the same period in 2024. Automobile insurance represented 62.8 percent of the total complaints within this sector.

The most common causes for complaint in the insurance sector were denial of indemnity payment and dissatisfaction with the time taken to repair the affected asset.