A customer publicly denounced the Telcel Ixtapa branch after experiencing the improper withholding of 7,000 pesos during a failed transaction through the Claro Pay application, stating that the company has refused to provide a solution or an official clarification receipt.
According to the affected customer, Fernando Campos Covarrubias, the incident occurred on July 20, 2026, at 7:08 p.m., when he went to the establishment located on Boulevard Paseo Ixtapa with the intention of withdrawing cash.
Because the Inbursa ATM located inside the property was out of service, an employee told him that he could carry out the transaction directly at the counter using his Claro Pay digital card through a QR code.
However, the transaction was not completed successfully. Although the application system immediately deducted $7,000.00 MXN from his balance, with authorization number 4065722290, the counter cashier never provided the cash. The employee in charge only informed him that the transaction had failed and gave him a printed receipt stating “Transaction not completed,” with folio 178, issued by Radiomóvil Dipsa / Banco Inbursa.
After the money was withheld, the affected customer began a clarification process by contacting the corresponding institutions and calling Inbursa’s customer service line.
At those institutions, he was informed that, because the location operates as a banking correspondent, it is essential for the Telcel Ixtapa branch to issue a technical report and internal report in order to proceed with the release and return of the funds.
Nevertheless, the affected customer stated that he has encountered complete resistance from the store’s administrative staff. Despite his multiple visits and phone calls to the branch, he has been denied access to speak directly with the manager and has not received any official document detailing the status of the withheld money.
Summary of Documentary Evidence
- Digital charge receipt: Claro Pay record for $7,000.00 MXN dated July 20, 2026, at 7:08 p.m., authorization 4065722290.
- Banking correspondent receipt: Telcel Ixtapa / Inbursa Correspondent counter receipt stating “Transaction not completed”, folio 178.
- Follow-up information: Records of telephone assistance provided by Inbursa and Claro Pay service centers.
Due to the lack of sensitivity and response from those responsible for the Ixtapa branch, the customer decided to make his complaint public, supported by the digital and printed receipts. He is demanding that the management of Telcel Ixtapa and Grupo Inbursa audit the cash register closing for the date in question, correct the technical failure, and proceed with the full refund of the 7,000 pesos.
Source: mexicodailypost
