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Unrecognized-charge complaints rise 18% in Mexico: how to protect your money in Cancún

CONDUSEF reported 42,791 complaints over unrecognized charges, purchases and transfers from January to July; unrecognized purchases jumped 27.7%.

By Miguel Díaz Miró · Responsible editor ·
Person checking a bank statement on a phone

Money vanishing from accounts and cards is driving a growing wave of complaints across Mexico, and Cancún residents are not exempt. According to the National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF), between January and July 2026 financial-service users filed 42,791 complaints over unrecognized charges, purchases and transfers, 18.1% more than the 36,222 recorded in the same period of 2025.

The fastest-growing category was unrecognized purchases —transactions the account holder says they never made—: 21,306 cases, a 27.7% increase from 16,685 a year earlier. CONDUSEF noted that, as of the end of July, 48% of already-resolved complaints ended in the user's favor and 52% did not, showing that filing a claim can recover the money, though not always.

The agency warned that much of today's fraud arrives digitally: SMS messages, messaging apps and fake links posing as your bank, a supposed tax refund, an online purchase or a fine, all designed to steal data or account access.

What to do if you spot a charge you don't recognize:

  • Check your statements and notifications as soon as they arrive; turn on transaction alerts in your bank's app.
  • Report the charge to your bank immediately and ask for a dispute reference number; keep screenshots and receipts.
  • Never share your PIN, passwords or one-time codes by phone, SMS or WhatsApp: no institution asks for them that way.
  • Don't open links from unknown senders or enter your details in them; type your bank's address yourself.
  • If the bank fails to resolve it, file a complaint with CONDUSEF through its portal (condusef.gob.mx) and its phone service center; the process is free.

Why it matters in Cancún: in a city with heavy tourist turnover and intensive use of card terminals and digital payments, simple habits help: use virtual or single-use cards for online purchases, inspect ATMs before using them, and keep your card in sight when paying at businesses. Saving your dispute reference numbers is essential, because both banks and CONDUSEF work on set response deadlines and, without that record, following up becomes difficult.

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