How to Report Cybercrime in Mexico (and Get Your Money Back)

Quick answer: Call 911 if you are in immediate danger. Report the cybercrime to the Guardia Nacional Policia Cibernetica (CERT-MX) by calling 088 or emailing [email protected], and file a formal complaint (denuncia) with the Ministerio Publico or your state Fiscalia. Then call your bank's fraud line right now to freeze the card or account. For unrecognised charges, Mexican rules let you file an aclaracion (dispute) with your bank and escalate to CONDUSEF, which can order a refund (bonificacion).

What to do in 3 steps

1. Stop the bleeding (first hours). Call your bank's fraud line, freeze affected cards and accounts, and open an aclaracion for every charge or transfer you did not authorise. Change the passwords on your banking, email and any compromised account, and turn on two-factor authentication.
2. Report to the authorities. Call 088 to reach the Guardia Nacional Policia Cibernetica (CERT-MX), or email [email protected], for guidance. For a formal criminal complaint, file a denuncia with the Ministerio Publico of your state Fiscalia or the federal FGR. Keep the folio (reference) number you are given.
3. Escalate the money side to CONDUSEF. If your bank rejects or stalls the aclaracion, file a complaint with CONDUSEF at condusef.gob.mx. CONDUSEF mediates disputes between you and the bank and can order a bonificacion (refund) of unrecognised charges.

How recovery actually works

For genuinely unauthorised charges there is a real path: your bank must investigate the aclaracion, and CONDUSEF data shows roughly seven in ten cyber-fraud cases are resolved in the user's favour, though only about 29% of the total amount claimed is actually returned across all cases. Authorised transfers you were deceived into making (typically an instant SPEI transfer) are much harder, because once the money lands in a mule account it is usually withdrawn within minutes and there is no guaranteed reversal. In every scenario speed is decisive: report to your bank the moment you notice, because the chance of clawing money back drops sharply after the first hours.

What to have ready

• Your full name, CURP or official ID, and the account or card number affected.
• Dates, times and exact peso amounts of each disputed charge or transfer.
• Bank statements or app screenshots showing the unrecognised movements.
• Screenshots of the scam: messages, emails, fake websites, phone numbers and any links.
• Names, CLABE numbers or accounts the money was sent to, if you have them.
• The folio number from your bank's aclaracion and from any denuncia you file.

Frequently asked questions

Is 088 the same as 911? No. 911 is the national emergency line for any immediate danger. 088 is the Guardia Nacional's citizen line for cybercrime, where CERT-MX can guide you through filing your report safely and confidentially.

How quickly do I have to dispute a charge? As soon as possible. Report the unrecognised charge to your bank the moment you spot it and open the aclaracion immediately. Banks have set windows to investigate disputes, and recovery odds fall fast once funds have been moved out, so do not wait.

Do I have to report in person? Not to start. You can reach CERT-MX by phone on 088 or by email, and CONDUSEF complaints can be filed online at condusef.gob.mx. A formal criminal denuncia is filed with the Ministerio Publico or your state Fiscalia, which may require an in-person or online appointment depending on the state.

Sources

• Guardia Nacional CERT-MX: Recomendaciones en caso de ser victima de un ciberdelito
• Guardia Nacional CERT-MX: En caso de ser victima de algun ciberdelito, llama al 088
• CONDUSEF (Comision Nacional para la Proteccion y Defensa de los Usuarios de Servicios Financieros)
• CONDUSEF on gob.mx: financial disputes and aclaraciones
• PROFECO: Campana Nacional Antifraude Cibernetico

For step-by-step reporting and recovery guides covering other countries, see our cybercrime help hub.