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Business Profile

Bank

Banco Popular de PR

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Banco Popular de PR's headquarters and its corporate-owned locations. To view all corporate locations, see

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Banco Popular de PR has 4 locations, listed below.

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a mortgage loan with Banco popular, i make my payments online, In February the payment came up as $296.57, I was a little surprised I made the payment and send a email to the bank internal system and a loan officer that I have had contact with, see uploaded attachment, In march I made my regular payment, then I got a mail saying I will be charged late fee for February and March, that is the refund that i am requesting. I do not see why I should be charged late fee if there system had the wrong amount, I been paying on the loan for over a year and have never been late, if they do not read their system emails and If the loan officer did not read their email, I do not think I should be charged for they error in not reading their mails. In summary I am just requesting not to be charged the late fees, because that was not my intent, and they only contact me after the late payments were to be paid...**** ******

    • Initial Complaint

      Date:01/19/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Banco Popular was my primary bank, until they made it impossible for me to obtain a new debit card. My previous debit card was canceled because someone attempted to use it fraudulently at the same time as me.They sent me a new card, but before it arrived, I informed them by phone that I had moved out of Puerto **** and needed the card sent to a different address. The representative acknowledged this, but the card was still sent to my old Puerto Rican address. I then submitted an address change request via email.Two weeks later, I received a letter confirming the address change. I then requested a new card through the Banco Popular app, but after weeks of waiting, I contacted customer support again via email. They responded that my new address was not in their system.I attempted to transfer my funds from Banco Popular, but they have currently disabled online money transfers between accounts. The only way I could transfer funds was by adding money to my ****** account, but ****** has security blocks preventing me from adding more funds. Navy Federal only allows adding funds from a checking account (except for transfers from a savings account when opening an account).My primary goal is to obtain a Banco Popular debit card to purchase a cheap motorcycle for commuting. I have provided images of the address change confirmation letter and a PDF of the email stating they do not have my address in their system. I have also provided a PDF of the email stating that online bank transfers are currently unavailable. This is quite humorous because the section in the app for money transfers makes no sense. I also provided a PDF of their website where they don't even warn users that online transfers are currently unavailable.

    • Initial Complaint

      Date:01/17/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BANCO POPULAR REFUSES TO RELEASE MY MONEY, DESPITE THE CRUISE LINE SAYING IT IS A HOLD. Do you know who is lending here? IMAGINE HOW THEY STEAL FROM THE ELDERLY AND DISABLED.Norwegian Cruise Line was paid in CASH AND CHARGED MY CARD. REFUSE TO REFUND MY MONIES. HERE IS THE LETTER THAT WAS SENT FROM THEM. Dear Ms. ************ you for choosing Norwegian Cruise Line for your vacation at sea. Our records indicate, that these amounts are authorization holds only. These holds are usually held for 3-5 business days, however, they can be held for up to 30 business days after the end of your cruise depending on your financial institution. Please note that the authorization BANCO POPULAR WROTE THIS LETTER. . Dear Customer,Thank you for your recent inquiry and for visiting **********************************. For us to release the funds, the merchant would need to send us a letter with the official company letterhead stating the transaction amount, full debit card number, customer's name, and confirmation that this transaction will not be charged and can be released. Please fax said letter to ************. i paid in CASH. SOMEONE STOLE MY CARD.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    • Initial Complaint

      Date:10/06/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They are accusing me of missing a payment. I have shown proof that I have paid the amount in question also showing them proof and bank stamps where it show payments. I have attached the emai they have sent point out the date. They contacted me and change the date after they sent i had proof and I once again i showed them that every payment was up to date. They stop communicating with me and demanded i payday the money in complete disregard of my proof. I had to pay once again so they would stop hurting my credit score and I won't loose my home.

    • Initial Complaint

      Date:09/20/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a credit card with this company, and in January of 2017 I fell on hard times once becoming a first-time mother and because my husband left and refused to help with the bills. I kept periodic communication with the bank and let them know my hardship and could not make a payment at that time. Once I received my tax refund about April of that year, I made a payment of $2000.00. After the representative (which was my point of contact) took my payment, she informed me that my balance was about $3000.00, and my account had been closed. On previous conversations, she never informed me that my account when be closed nor did she offer any hardship assistance. I've tried to get this removed before but did not understand my rights at that time. I was also going through back-to-back hardships. In June of 2017, I lost my job and then was displaced from my home due to Hurricane ***** in September of 2017. After trying to get thing financially stable in 2019, I then suffered a death in the family and immediately after that my husband filed for divorce and I had been in court over three years because of that. I am again trying to get ahead in life but cannot move on from negative things on my credit. Now, I understand that I can file a complaint under the 15 *** 1681 and *** 1692 unfair practice.

    • Initial Complaint

      Date:08/05/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For some reason my bank flagged my account as fraud and blocked me out of my account. I've had this bank for years. I receive my pension checks in this account. In order for anyone to speak to me I was told to email a copy of my license front and back and a handwritten letter stating why I needed access to my account. I did just that. Also, even got it notarized. I was contacted by the bank and was told those documents weren't good enough and that I had to go to a branch to verify my identity. The bank is based out of Puerto ****/Virgin Islands. They closed the actual branches here in *******. They told me I had to go to a sister branch which is about 4 hours from me. Remind you I am 79 years, and I can't drive that far of a distance. My son had to take off of work to drive me. We get there and the fraud ***** was giving the branch a difficult time. I was initially told that if I show my ID and my face, all the bank had to do was contact the fraud **** and I could withdraw my funds. Well, that wasn't the case. The bank in Puerto **** were not in complaint as to what I was promised. This has become a nightmare for me. I have no money for food, or to pay my bills. And they are well aware of this. The bank said they couldn't do anything to help me. It was another department who put this block on my account. I call EVERYDAY to get this problem fixed. I am currently behind on my mortgage because they won't release my money. They are always blowing me off and telling me to call back, someone will contact you or the department I speak with states they can't help me. This is inhumane what they are doing. I've done everything I was supposed to do. This bank is holding my money hostage and won't give me a reason why. This is elder abuse!

    • Initial Complaint

      Date:07/15/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Deposit day june 18/2024I did a deposit with ATH at a h bank and i the machine dont gime the resive deposit for $220.00

    • Initial Complaint

      Date:06/28/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This account is inaccurate and still showing in my credit report. I've been disputing this account for a very long time now and no action was being made.

    • Initial Complaint

      Date:06/28/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This account is inaccurate and still showing in my credit report. I've been disputing this account for a very long time now and no action was being made.

    • Initial Complaint

      Date:03/14/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing urgently to address the inaccuracies on my credit report resulting from the sharing of my personal information with credit bureaus, which has caused significant financial and emotional distress.As outlined in 15 USC 1681 Section 602, I affirm my right to financial privacy and expect that my information will be treated confidentially.Furthermore, as per 15 USC 1681 Section 604(a)(2), a consumer reporting agency is not permitted to disclose account details without my explicit consent, which I have not provided.The discrepancies associated with BANCO POPULAR DE PUERT have had a detrimental effect on my financial standing, necessitating immediate correction.Additionally, I emphasize compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under certain conditions.Please find my account details below for your reference:Account Number: **************** I urgently request a comprehensive review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing the handling of my information.Failure to address these issues promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,*************************

    Banco Popular de PR is NOT a BBB Accredited Business.

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