Profeco Yucatán reports rise in consumer complaints against telecoms, real estate and travel agencies

The Federal Consumer Protection Agency (Profeco) in Yucatán has received about 1,300 complaints this year, with the highest numbers targeting telecommunications and internet providers, real‑estate firms and, to a lesser extent, utility services such as the Federal Electricity Commission (CFE) and the state water agency.

Profeco officials, led by regional consumer‑defence director Víctor Cervera Hernández, explained that complaints are processed through a conciliation policy that resolves most cases in favour of users. The agency also urged consumers to file claims when travel operators fail to deliver contracted services. A recent incident involved roughly 50 pilgrims who booked a trip with Novelo Tours; mechanical breakdowns forced multiple vehicle changes and delayed their arrival for a religious ceremony, and the agency noted that the tour operators had refused partial refunds.

To file a complaint, consumers must provide the provider’s legal identification, contract details and proof of payment. Profeco can order full refunds for total non‑performance or compensation for partial services, though recovery is limited when the provider cannot be formally identified.