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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2023

      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 was checking my credit report for accuracy and completeness. The account ending in xxx2715 was NEVER CHARGED OFF. In fact, the account was paid as agreed and in full. I requested all transactions and contract from Banco Popular and didnt received the information requested. I didnt have any contract or liability with any collection agency. The information is incorrect and affects my credit.

    • Initial Complaint

      Date:12/20/2023

      Type:Order 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 not liable for this debt with the Popular. I Do not have a contract with popular. They did not provide me with the original contract as i requested.

    • Initial Complaint

      Date:12/19/2023

      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.
      Requested Banco Popular through Consolidated Credit to reduce my monthly interest rate in October 2023. Was denied because they indicated I'm unable to prove my hardship. I submitted all documents with proof of 68 pages of documentation and a letter to the President. This is discrimination. Eight other creditors accepted my proposal and lowered my interest rate and now Im able to make payments without going into default. and Banco Popular denied me. I requested to speak to a manager several times, but I was not allowed to. They indicated a manager will return my call and I have not received a call as of 12/19/2023. Instead of resolving the issue they sent me to collections. I was trying to avoid this because this can affect my credit score. I need Banco Popular to reconsider my application..

    • Initial Complaint

      Date:12/02/2023

      Type:Order 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 not liable for this debt with BANCO POPULAR, I do not have a contract with this agency.

    • Initial Complaint

      Date:12/02/2023

      Type:Service or Repair 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.
      We have a loan for land we purchased on St ****, VI in 2021. Banco Popular is supposed to pay our property taxes out of our escrow account. We unexpectedly received a tax bill in 2022 which we forwarded to our bank contact. When we received our 2023 tax bill it said that taxes were still owed for 2022. After digging into the issue it appears that Banco Popular has been paying the taxes out of our escrow to the wrong parcel number. They've been paying on the original parcel that our land was subdivided from, and not our actual parcel. They've taken $1300 from escrow to do this. Yet our property taxes in the amount of $746 for 2022 and 2023 are still unpaid.Phone calls and emails to various customer service numbers and contacts from Banco Popular all received one initial response and then nothing after that. I have documented every interaction including dates and times, but the file was too large to upload to this site. I would be happy to share with Banco Popular. I have been trying to resolve it since 6/22/23 and since the August 2023 tax payment was still paid to the wrong parcel, it is clear that the issue has not been handled.At this point it's up to Banco Popular to needs to pay our property taxes and put the additional funds back into our escrow. They made the mistake so it's up to them to get the $1300 of erroneously applied funds back.

    • Initial Complaint

      Date:11/28/2023

      Type:Order 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 not liable for this debt with Banco Popular de PR, I do not have a contract with Banco Popular de PR, they did not provide me with the original contract as requested.

    • Initial Complaint

      Date:11/16/2023

      Type:Billing Issues
      Status:
      Answered
      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 to express deep concern regarding the sharing of my nonpublic information with three bureaus, leading to inaccurate reporting on my credit report. This has caused significant financial and emotional distress.Under 15 USC **** Section 602, I assert my right to privacy and request that my information not be shared without my explicit consent. Furthermore, 15 USC **** Section 604 A Section 2 explicitly prohibits a consumer reporting agency from furnishing an account without my written instructions.The inaccurate information on my report violates my rights and adversely affects my financial standing. According to 15 USC **** B, creditors cannot unfairly treat payments on a credit card account as late under an open-end consumer credit plan.Account Number: **************** I request an immediate rectification of the inaccuracies and a cease in sharing my information without my explicit consent. Failure to comply may result in legal action.

      Business Response

      Date: 12/22/2023

      Banco Popular de Puerto Rico's response is attached. 

    • Initial Complaint

      Date:07/10/2023

      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 bank has violated the FEDERAL PRIVACY ACT of ****. This bank has used my full social security number online in my savings account. I have tried for months to get them to correct the statements. As of April, they have stopped putting my full number online, however, they have NOT removed it as it is still seen in October 2022 thru March 2022 statements. I am elderly and am afraid of identity thief, and no one there will correct these 6 month statements.

    • Initial Complaint

      Date:06/21/2023

      Type:Service or Repair 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 does not have a system in place for verifying identity of Beneficiary of Educational Contribution Accounts who lives outside Puerto ***** Beneficiary seeking to withdraw funds from account is referred to *************** asked to send sensitive information including entire SSN by email to ********************************** and told he will be contacted in 48 hours. No contact occurs. Beneficiary calls customer service again, again referred to *************** but no representative can find the documents that were sent. ********** of funds cannot take place even though correct documentation was sent. **************** Representatives do not have the tools required to deal with IRA/ECA ********** requests from outside Puerto ***** Banco Popular is advertising a product which it cannot service properly. A lawful Beneficiary has no access to the funds to which he has rights because of the ineptitude of the **************** of *******************************************.

    • Initial Complaint

      Date:06/13/2023

      Type:Order 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 not liable for the debt with ********** I do not have a contract with **********You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attached as well, they are in major violation.

    Banco Popular de PR is NOT a BBB Accredited Business.

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