Filing the complaint

I hadn't heard back from Dulce or ResortCom, so I email PROFECO and ask them how I would go about the process of filing an official complaint. They responded:

Dear Sir / Madam,

The Department of Conciliation Services for Foreign Residents provides assistance towards solving controversies for foreign or Mexican citizens living abroad that acquire any product or service from a Mexican supplier and are not satisfied with it.
Because of the administrative nature of this Federal Office, we cannot dictate mandatory resolutions to resolve controversies presented before us. We assist the parties within a mediation/conciliation procedure; based on the terms of the contract that consumer supplies us. The Federal Law of Consumer’s Protection contemplates three conciliation meetings to reach an agreement between parties. Our services are free of charge and do not require the presence of the consumer during the mediation procedure.

To be able to analyze a complaint, and if applicable by law, start the conciliation/mediation procedure, it is required to submit, the following information:

1. Complete complaint form. (Attached)
2. Copy of the ID of the persons who signed the contract (Passport or Driver’s License).
3. Copy of the entire contract.
4. Copy of the evidence of payment of the total amounts paid to this date, such as credit card statements.
5. Copy of all the available documents that support the complaint (as proof of sending of cancellation letter)

The above information must be mailed to:

Procuraduría Federal del Consumidor
Dirección General de Quejas y Conciliación
Av. Jose Vasconcélos no. 208, 6º piso
Col. Condesa. Del. Cuauhtémoc
C.P. 06140, México, D.F. (Mexico City)

For further information do not hesitate to contact us
to: (+52) 55-52-11-17-23 or to our e-mail: extranjeros@profeco.gob.mx

Sincerely,
Laura Mejía
Department of Conciliation
Services for Foreign Residents

You can find examples of the document they sent me on the MeScam website. I made copies of just about everything you could ask for -- the contract, copies of dated emails (shows proof that they received the letter), copies of the mailing label, copies of my call records, copies of my fax logs, etc.