1.- Cancel your credit card
Call the corresponding bank and report the crime.
2.- File your complaint
You have a period of 90 calendar days to present the formal claiming request to the bank
(also period where the not recognized transaction took place). To file the complaint, you
can do it directly at the branch office where your account was authorized, by e-mail or any
other mean where the authenticity of the account can be verified.
3.- Fill in the bank's clarification form
The corresponding bank will provide you a "request for clarification" form, either in a
branch office or by the internet; the bank is obliged to grant you an acknowledgment of
receipt of your request, indicating the folio.
4.- Writing the facts
You must fill out the declaration of the facts properly because this can be very useful in
the resolution of the problem.
5.- Go to the CONDUSEF
If the bank fails to respond or its response is negative (the bank’s response period is between
45 calendar days subsequent to your claim). Go to the nearby branch Office or contact the
following numbers for specialized legal support.
Customer's Service Module Cancun
Location: Av. Tulum No. 96 y 97, Esq. Calle Agua, Mzna. No. 15, Supermanzana No. 4, Cancún, Q. Roo., C.P. 77500.
Telephones: (01) (998) 884 51 60, (01) (998) 884 47 62, toll free 01 800 999 8080.
Electronic mail: qrcond@condusef.gob.mx
Schedule: Monday to Friday from 09:00 to 18:00 hours.
Customer's Service Module Chetumal.
Location: Av. 22 de Enero, Palacio de Gobierno, Chetumal, Mpio. Othón P. Blanco, Quintana Roo, C.P. 77100.
Telephones: (01) (983) 8350504.
Electronic mail: condusefchetumal@hotmail.com
Schedule: Monday to Friday 09:00 to14:00 and 15:00 A 17:00 hours.
Customer's Service Module Playa del Carmen
Location: Av. Juárez por 45 sur, local 7 Int. Plaza Papagayos, Col. Centro,
C.P. 77710 (Oficinas de PROFECO), Playa del Carmen, Mpio. De Solidaridad, Quintana Roo.
Telephones: (01) (984) 8730784.
Electronic mail: condusefplayadelc@hotmail.com
Schedule: Monday to Friday from 08:00 to 15:30 hours.
Preventive Measures.
Always require that all charges to your
credit card are made in your presence.
When performing the transaction, verify that the amount to be paid is correct.
Before using an ATM, check that it does not
look out of the ordinary or containing strange added devices in the card reader slot or
the absence of a camera.
Do not accept any help from strangers when using an ATM.
Do not write your PIN code on your card.
It is a personal code that you must not provide or have it at a plain sight.
Do not share your personal data and
information, only banking institutions can ask them in person.
Do not provide bank details by phone or via
the internet (email, social networking).
Constantly review your account statements
to detect any anomaly.
When making an electronic purchase, make
sure it is from a trusted source, and that the web address has a lock on the top bar.
Always save vouchers, payment tickets and
bank withdrawals receipts.
