Bank Fraud Hits Half of Quintana Roo Complaints

Cancún, Mexico — Forty-four percent of complaints received by the National Commission for the Protection and Defense of Users of Financial Services (Condusef) from cardholders in Quintana Roo are due to fraud. These complaints are primarily for unrecognized charges and electronic transfers.

According to the Condusef report, banking institutions report the highest number of complaints, primarily affecting older adults, who file two out of every ten claims. Many of these individuals are easy prey for fraud due to their limited familiarity with new technologies.

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

In fifth place is Coppel, with 246 complaints, but an increase of 41.4 percent compared to January-September 2024. This means that although it has the lowest number, it is the institution with the highest growth in complaints in 2025.

In total, from January to September of this year, the Condusef received 4,350 complaints in the state.

The most disputed products were the debit card, the credit card, and the Special Credit Report, which together accounted for 48.0 percent of the total.

The main causes for complaints in the period were unrecognized charges, failure to update credit history, and unrecognized electronic transfers, which together represented 25.2 percent of the complaints in the state.

By sector, multiple banks accumulated 58.1 percent of the claims, followed by insurance companies with 12.6 percent and credit information companies with 11.1 percent.

Regarding the insurance sector, 546 claims were registered in the analyzed period, which meant an increase of 7.3 percent compared to the same period in 2024, with car insurance representing 62.8 percent of the total claims. The most common causes for complaints were denial of indemnity payment and dissatisfaction with the time taken to repair the affected property.

Data

• 4,350 complaints handled by Condusef Quintana Roo.
• 2.2% represents Quintana Roo's share of national case handling.
• 3 municipalities account for the highest number of complaints.
  • 69.5% of cases in Benito Juárez.
  • 12.5% of cases in Playa del Carmen.
  • 8.9% of cases in Othón P. Blanco.
  • The remainder are in the different municipalities.