The prosecutor noted that if fans were unable to enter the Mexico-Portugal match on Saturday due to 'issues attributable to the ticket office or the stadium, there must be a conciliation favorable to the consumer'. To do this, they must file a formal complaint in one of the 38 consumer defense offices or through Concilianet, a virtual module of Profeco that allows for filing complaints and conducting hearings online. Because if you paid and didn't get in, it's not bad luck, it's a breach of contract. With nearly 10 minutes of the match already played, dozens of people are still having trouble entering the Banorte stadium; they report logistical failures in entry and transportation. Profeco informed Publimetro that, as of now, there are no records of complaints or reports from fans affected by the chaos observed at the Banorte stadium entrances. 'No, we have no data on that,' regarding possible complaints from fans who could not enter the stadium due to the closure of the entrance turnstiles, which constitutes a breach of the contracted service. 'We are aware that entry was very slow because they could not access their tickets, but not of people who could not get in. We have no complaints for any reason,' the federal agency stated. The prosecutor's office explained that the Federal Law on Consumer Protection is very clear on any breach of contract. 'They must come to us and file a complaint so that there is a conciliation and their rights are guaranteed,' the agency responded. It is very easy to file a complaint: people who paid for their ticket and were not allowed into the stadium must present their proof of purchase, their ticket, and give a statement of the facts. Will there be fines against the ticket office or stadium? Regarding the application of fines against those responsible for blocking access to the Mexico national team match, Profeco stated that first, the cases must be proven and evidence of the alleged violation of consumer rights presented. 'You cannot sanction just like that, because the legal process requires us to provide proof to confirm there was a breach, but – to reach fines – the process of complaints and conciliation must be exhausted first,' the agency explained. Is there a refund for those affected? Yes! You paid for your ticket, you stood in line, and they still didn't let you into the stadium? This is how thousands of fans experienced the Mexico vs. Portugal football match at the inauguration of the Banorte stadium: closed doors, shoving, and collapsed entrances. The Federal Prosecutor's Office for Consumer Protection (Profeco) was clear: if you were not let in due to stadium or ticket office failures, you have the right to claim your money and demand compensation. As long as there is a conciliation and it is proven that there was a breach of contract by the provider, in this case the ticket office or the staff of the Banorte stadium, who prevented public access. Article 92 of the Federal Law on Consumer Protection (LFPA) states that consumers will have the right, at their choice, to the replacement of the product or the refund of the amount paid. While Article 92 BIS of the same law indicates the right to a bonus or compensation – not less than 20% of the cost – when the provision of a service is deficient, not rendered, or provided for reasons attributable to the provider. How to file a complaint with Profeco To file a complaint, you must personally go to the nearest Consumer Defense Office (ODECO), where they will ask you to present the following: your name and address, official identification, contract, receipt, or proof of purchase, the name and address of the provider, if it does not appear on the receipt, indicate where it can be located, a description of the good or service being claimed and a description of the facts that gave rise to the complaint, a printed complaint receipt form. You can also file your complaint through the Concilianet tool with the same requirements as the in-person form. The problem was not minor: there were delays at the entrance turnstiles that prevented normal entry. The result was chaos. Thousands of people had to force their way in, amidst poor organization that could now cost the responsible parties. The instruction is direct: file your complaint and demand what is yours.
