Telecommunications and Real Estate Companies Lead Consumer Complaints at Profeco Yucatán
Complaints against telecommunications companies that provide internet services and real estate companies top the list of complaints filed with the Federal Consumer Protection Agency (Profeco) in Yucatán, according to the director of the Consumer Defense Office, Víctor Cervera Hernández.
So far this year, Profeco Yucatán has already received 1,300 complaints against companies from different sectors. The federal official highlighted the importance of the conciliation policy applied by the agency because, according to him, 85% of complaints against the Federal Electricity Commission (CFE) are resolved in favor of the user.
Complaints at Profeco Yucatán
Cervera Hernández explained that Profeco does not receive complaints regarding damages caused by blackouts or electricity cuts resulting from system failures. Instead, the complaints received against CFE are mainly related to excessive charges, clarification of doubts, and corrections of information.
Complaints against the Yucatán Water and Sewerage Board (JAPAY) and other service providers continue at their usual pace.
He pointed out that complaints regarding internet services are mainly due to contract breaches, while complaints against real estate companies are related to contracts expiring without the terms established in the agreements being fulfilled.
“Yucatán consumers have a very strong awareness that when they detect something that is not being fulfilled, they report it and file a complaint. If it is approved, we carry out the visit and reconcile the situation,” he stated.
Regarding complaints against airlines and tourism services during this season, Cervera Hernández assured that there have been no major issues so far.
“Everything is working well, except for some cases, in which people are asked to file a complaint or report, depending on the situation. The Profeco module at the airport also operates to assist consumers, carries out occasional inspections, and verification teams conduct inspections at bus stations, high-consumption tourist centers, and operations at the state’s main ports.”
Reporters focused their questions on electricity issues due to the large number of problems caused by blackouts, but Víctor Cervera explained that CFE has a customer service module at the Profeco office in Mérida, and they work together with the government company to provide solutions to complaints.
“We are two different institutions, but Profeco provided a space for the Federal Electricity Commission so that consumers can go, ask questions, explain their situation, and solve the problem,” he explained. “Sometimes it is an issue of information, doubts, excessive charges, and that module, honestly, has helped us resolve around 85% of the concerns presented by consumers.”
“We have 85% solutions because the consumer first discusses the issue at the CFE module to understand the problem, and then comes the Profeco conciliation process so that their doubts are resolved or corrections are made,” he added. “If an agreement cannot be reached, then they formally file their complaint with Profeco.”
He was asked whether the constant blackouts have increased the number of complaints against CFE, but the official reiterated that this issue does not fall under Profeco’s responsibility. The federal agency only oversees the commercial relationship between providers and users.
Cervera Hernández stated that the highest number of complaints this year is against telecommunications companies for internet services, but he did not provide exact figures for the complaint breakdown because he did not have the information available and prefers not to provide inaccurate numbers.
How many complaints are there regarding telecommunications issues?
“We handle around 2,700 complaints per year approximately in general,” he responded. “The complaints filed at Profeco are very diverse, but we also have many that we manage to reconcile before they become formal complaints, so that figure would need to be separated.”
He was also questioned about the fines imposed by Profeco, but he did not have the figures available either, since he attended the announcement of the Back to School Fair 2026. However, he stated that the information could be requested.
“We have received around 1,300 complaints so far this year, some are reconciled and we achieve a solution, obviously, in favor of consumers,” he said. “Other complaints cannot be reconciled, so a fine is imposed and the process continues.”
Are both the affected party and the accused company accessible during the conciliation process?
“Of course. I have always said that we have a very good business culture in the state, where providers themselves seek to resolve problems in most cases,” he affirmed. “At the end of the day, when you solve a problem with a consumer, you are maintaining a good relationship with your own customer. And that is the best advertising a company can have.”
Source: yucatan
