Complaints against collection offices grow 25%

From January to November 2025, complaints against collection offices and the way in which they recover bank loans had an increase of 25 percent compared to those reported in the same period of 2024, according to official information from the National Commission for the Protection and Defense of Users of Financial Services (Condusef).

According to the latest statistics updated by the agency, the total number of complaints at the end of November 2025 was 27,361, while in the 11 similar months of the previous year the figure rose to 21,777.

According to Condusef, the largest number of complaints was for carrying out debt collection efforts, negotiations or restructuring to people who are not the debtor, with a total of 9,118 complaints, which represented an increase of 19.6 percent compared to the 7,623 that were presented from January to November 2024.

In addition, for threatening, offending or intimidating debtors, their family members, co-workers or other people who have no relationship with the debts, 8,783 complaints were received, while as of November 2024 the figure was 7,103, that is, an increase of 23.7 percent.

By law, collection firms must not offend or threaten debtors or use a name similar to that of a public institution. Nor can they send or present documents that appear to be judicial documents or represent themselves as representatives of any jurisdictional body or authority, nor publicly demonstrate the debtor on social networks, mass media, blacklists, billboards or advertisements, among others.