*** ** ***
*** *** **
*** *** ** ***Re: Complaint ID # ***; Account Number ***;Dear *** ***:Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com (“Revdex.com”) on December **, Thank you for taking the time to
inform us of your concernsSuch correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that your account ending in *** became overdrawn on October **, Per the bank’s Schedule of Fees disclosure provided at account opening there is a business day grace period for the a customer to cover any OverdraftIf the Overdraft is not covered a daily fee of $will be assessed for each business day.We reviewed our records and can confirm that four days of extended overdraft fees were assessed and by November 1*, the account was overdrawn $We reviewed our records and identified that on November **, a deposit in the amount of $was made to cover the overdrawn balance in your accountHowever, the continuous overdraft fee for that day had not posted to your account and the following day the account became overdrawn again in the amount of $We reviewed our records and can confirm that on November **, you visited a branch to deposit $to cover the overdrawn amountHowever, the same scenario occurred, in which the $continuous overdraft fee for the day had not posted to your account causing it to be overdrawn and subsequently, continued to hit the account for ten more days.We reviewed our records and can confirm that on December **, a credit in the amount of $was refunded to account number *** for the continuous overdraft fees to put the account back in good standing.Once again, we appreciate you taking the time to write us.Sincerely,Francia V***Branch Supervisor
*** *** ***
*** ** ***
*** *** *** *** *** *** Dear *** ***: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com (“Revdex.com”) on December *, Thank you for taking the time to inform us of your
concernsSuch correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possibleWe reviewed our records and can confirm that you called the Care Center on December *, 2016, requesting a refund for overdraft fees assessed to your account for non-sufficient fundsWe reviewed our records and identified an agreement was made by you, to make a deposit in the amount of $to cover the debit card transaction which had caused the subsequent overdraft feesWe reviewed our records and can confirm that you did make the deposit for the aforementioned amount of $as agreedWe reviewed our records and found no overdraft protection program under your personal or business nameWe further reviewed our records and identified that you were informed that the Opt-in/Opt-out feature does not cover business accountsWe reviewed our records and can confirm that on December *, 2016, as a courtesy, the Care Center reversed fees on your account ending in ***, in the amount of $Once again, we appreciate you taking the time to write usWe thank you for your loyalty and welcome the opportunity to continue to serve your banking needs Sincerely, Carlos H H*** SrVP/SFL Retail Banking Manager CC: Revdex.com
Dear [redacted]: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on January [redacted], 2017. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the opportunity to review our processes to...
ensure we provide our customers with the best service possible. We reviewed our records and can confirm that account ending in [redacted] was opened on January [redacted], 2017 and that the Welcome Package documents were mailed on 01/**/2017. We can also confirm a call was made to Popular Direct Care Center on 01/**/2017, informing that no Welcome Package had been received and that Sergio, our Care Center Representative, took care of said call. To ensure our Customer Service is always to our customer’s standards, a formal complaint was filed on the Jan [redacted] call and the proper corrective steps were taken. Finally, we can confirm that on 01/**/2017 the EDD questionnaire, originally sent on the Welcome Package, was completed over the phone with the assistance of an Online Account Opening Support Department representative. We reviewed our records and can confirm that the Signature Card is the only document pending at this moment. Even thought said document was mailed again on 01/**/2017, enclosed you will find a Signature Card for your convenience. If you haven’t already done so, once completed please return using the enclosed business reply envelope. You can also send it by fax (###-###-####) or by email: [redacted] Once again, we appreciate you taking the time to write us and we apologize for any inconvenience this situation may have caused. Sincerely, Marion M. R[redacted] Product Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The business did not adequately address the complaint. They did not...
tell me what information they want.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Good day, Mr. Julio E. R[redacted]. Thank you very much for your response, research and aid in getting this matter resolved. According to the information you've previously provided, it took more than 5 full business days for your company's Servicing Unit to process closing the accounts. Personally, that delay was unprofessional and caused me a great deal of distress; for even up to this very day, I've yet to receive that payment within my new bank account. Even though, your apology on behalf of your company's negligence is still received in gratitude. Receipt of the interest check you informed me of via my mailing address for my old savings account shall be deposited at my earliest convenience. Thank you. The only remaining questions I have are as follows: 1. Is the checking account# ending in [redacted] finally closed? 2. If so, on what date was this completed? Again, your courteous, professionalism, service and time rendered in assisting me with this matter is highly appreciated. Peace. ~ Sincerely, [redacted]Sent on: 3/**/2016 2:33:06 PM
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted] Dear [redacted]: [redacted] North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on January **, 2016. Thank you for taking the time to inform us of your concerns....
Such letters allow us the opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that you requested for your accounts ending in [redacted] and [redacted] to be closed on November **, 2015. Unfortunately, due to the Thanksgiving Holiday (November **, 2016) the closeout request for your accounts was not received by our Servicing Unit in time to process your request and your direct deposit scheduled for December *, 2015 was received as scheduled. We reviewed our records and can confirm that on January **, 2016, a request was submitted to return your check to the US Treasury. Please allow 7-10 business days for this request to be completed. Once the return of your funds is complete, we will proceed with the closure of your account. We reviewed our records and can confirm that your savings account ending [redacted], received a scheduled interest payment in the amount of $0.13 cents three business days after your closure request. Subsequently, this caused the account to maintain an active status. We reviewed our records and can confirm that on January **, 2016, your account ending in [redacted] was debited the aforementioned interest amount and sent to you in a cashier’s check via certified mail to your address on file. We can confirm that your account ending in [redacted] has been closed as of January **, 2016. We apologize for any inconvenience you may have experienced. Once again, we appreciate you taking the time to write us. Sincerely, Julio E. R[redacted] VP, Bronx Area Manager CC: Revdex.com
[redacted]
[redacted]
[redacted] Dear [redacted]: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on November *, 2016. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that on October **, 2016 you inadvertently received a communication regarding the Popular Bill Pay service. The communication, which stated that you needed to complete a payment before November **, 2016 in order to keep the account active, was sent in error. Our records indicate that your account ending on [redacted] was closed on July **, 2011. Please accept our apologies for the error. Once again, we appreciate you taking the time to write us. Sincerely, Vilmarie G[redacted] Product Development Director CC: Revdex.com
[redacted]
[redacted]
[redacted] Dear [redacted]: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through Revdex.com (Revdex.com) on August **, 2017. Thank you for taking the time to inform us of your...
concerns. Such correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible. On your inquiry, you requested assistance to obtain a payoff statement of your loan. We reviewed our records and can confirm that you contacted our Care Center Unit, but we couldn’t verify your identity when we asked for your Date of Birth; we asked you to provide us with a copy of your ID, along with a written request of the payoff statement. We received the written request on August **, 2017, and the Payoff statement was provided to you via email on August **, 2017; We can also confirm that loan was paid off effective August **, 2017, and currently we are in the process of releasing the collateral, which will be completed within the next 30 days from the payoff date. Once again, we appreciate you taking the time to write us. Sincerely, Damaris T[redacted] Loan Servicing & Escrow Supervisor
Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on September **, 2016. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the opportunity to review our processes to ensure we provide our customers...
with the best service possible. We reviewed our records and can confirm that on August **, 2016 the account ending in [redacted] was opened. We reviewed our records and can confirm that the first ACH credit (out of a total of 4) was returned by the Receiving Depository Financial Institution (RDFI) for Non Sufficient Funds (NSF). Please note this was within the first few days of account opening. We reviewed our records and identified inconsistencies within your account during the screening process; which is performed after a new online account is opened. Therefore, the business exercised its reserved right to deny the new account application. Once again, we appreciate you taking the time to write us. Sincerely, Marion M. R[redacted] Product Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]Re: Complaint #[redacted]; Dear [redacted]:Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through Revdex.com (“Revdex.com”) on October **, 2016. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the...
opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that a lien was placed against your account on September **, 2016 due to a tax levy. We reviewed our records and can confirm that you contacted telephone banking on September **, 2016 and September **, 2016 about the aforementioned lien. We reviewed our records and can confirm that a conditional release was received by the bank on October **, 2016 and subsequently, your funds in the amount of $662.19 were released the same day. We reviewed our records and identified that you traveled internationally on or about September **, 2016 and that as a precautionary measure your card was blocked on September **, 2016. We reviewed our records and identified that notes placed on your file indicated to verify the account holder, and upon completion of the verification process your card was unblocked on October *, 2016.We reviewed our records and can confirm that as a measure of good faith your account was credited in the amount of $60.00 on October **, 2016 for the non-sufficient funds fees assessed and we received your confirmation that your card was working.Once again, we appreciate you taking the time to write us.Sincerely,Anuli O[redacted]Branch Manager
*** ** ***
*** *** **
*** *** ** ***Re: Complaint ID # ***; Account Number ***;Dear *** ***:Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com (“Revdex.com”) on December **, Thank you for taking the time to
inform us of your concernsSuch correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that your account ending in *** became overdrawn on October **, Per the bank’s Schedule of Fees disclosure provided at account opening there is a business day grace period for the a customer to cover any OverdraftIf the Overdraft is not covered a daily fee of $will be assessed for each business day.We reviewed our records and can confirm that four days of extended overdraft fees were assessed and by November 1*, the account was overdrawn $We reviewed our records and identified that on November **, a deposit in the amount of $was made to cover the overdrawn balance in your accountHowever, the continuous overdraft fee for that day had not posted to your account and the following day the account became overdrawn again in the amount of $We reviewed our records and can confirm that on November **, you visited a branch to deposit $to cover the overdrawn amountHowever, the same scenario occurred, in which the $continuous overdraft fee for the day had not posted to your account causing it to be overdrawn and subsequently, continued to hit the account for ten more days.We reviewed our records and can confirm that on December **, a credit in the amount of $was refunded to account number *** for the continuous overdraft fees to put the account back in good standing.Once again, we appreciate you taking the time to write us.Sincerely,Francia V***Branch Supervisor
*** *** ***
*** ** ***
*** *** *** *** *** *** Dear *** ***: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com (“Revdex.com”) on December *, Thank you for taking the time to inform us of your
concernsSuch correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possibleWe reviewed our records and can confirm that you called the Care Center on December *, 2016, requesting a refund for overdraft fees assessed to your account for non-sufficient fundsWe reviewed our records and identified an agreement was made by you, to make a deposit in the amount of $to cover the debit card transaction which had caused the subsequent overdraft feesWe reviewed our records and can confirm that you did make the deposit for the aforementioned amount of $as agreedWe reviewed our records and found no overdraft protection program under your personal or business nameWe further reviewed our records and identified that you were informed that the Opt-in/Opt-out feature does not cover business accountsWe reviewed our records and can confirm that on December *, 2016, as a courtesy, the Care Center reversed fees on your account ending in ***, in the amount of $Once again, we appreciate you taking the time to write usWe thank you for your loyalty and welcome the opportunity to continue to serve your banking needs Sincerely, Carlos H H*** SrVP/SFL Retail Banking Manager CC: Revdex.com
Dear [redacted]: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on January [redacted], 2017. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the opportunity to review our processes to...
ensure we provide our customers with the best service possible. We reviewed our records and can confirm that account ending in [redacted] was opened on January [redacted], 2017 and that the Welcome Package documents were mailed on 01/**/2017. We can also confirm a call was made to Popular Direct Care Center on 01/**/2017, informing that no Welcome Package had been received and that Sergio, our Care Center Representative, took care of said call. To ensure our Customer Service is always to our customer’s standards, a formal complaint was filed on the Jan [redacted] call and the proper corrective steps were taken. Finally, we can confirm that on 01/**/2017 the EDD questionnaire, originally sent on the Welcome Package, was completed over the phone with the assistance of an Online Account Opening Support Department representative. We reviewed our records and can confirm that the Signature Card is the only document pending at this moment. Even thought said document was mailed again on 01/**/2017, enclosed you will find a Signature Card for your convenience. If you haven’t already done so, once completed please return using the enclosed business reply envelope. You can also send it by fax (###-###-####) or by email: [redacted] Once again, we appreciate you taking the time to write us and we apologize for any inconvenience this situation may have caused. Sincerely, Marion M. R[redacted] Product Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The business did not adequately address the complaint. They did not...
tell me what information they want.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Good day, Mr. Julio E. R[redacted]. Thank you very much for your response, research and aid in getting this matter resolved. According to the information you've previously provided, it took more than 5 full business days for your company's Servicing Unit to process closing the accounts. Personally, that delay was unprofessional and caused me a great deal of distress; for even up to this very day, I've yet to receive that payment within my new bank account. Even though, your apology on behalf of your company's negligence is still received in gratitude. Receipt of the interest check you informed me of via my mailing address for my old savings account shall be deposited at my earliest convenience. Thank you. The only remaining questions I have are as follows: 1. Is the checking account# ending in [redacted] finally closed? 2. If so, on what date was this completed? Again, your courteous, professionalism, service and time rendered in assisting me with this matter is highly appreciated. Peace. ~ Sincerely, [redacted]Sent on: 3/**/2016 2:33:06 PM
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Hello,Can you provide us more information?
[redacted]
[redacted] Dear [redacted]: [redacted] North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on January **, 2016. Thank you for taking the time to inform us of your concerns....
Such letters allow us the opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that you requested for your accounts ending in [redacted] and [redacted] to be closed on November **, 2015. Unfortunately, due to the Thanksgiving Holiday (November **, 2016) the closeout request for your accounts was not received by our Servicing Unit in time to process your request and your direct deposit scheduled for December *, 2015 was received as scheduled. We reviewed our records and can confirm that on January **, 2016, a request was submitted to return your check to the US Treasury. Please allow 7-10 business days for this request to be completed. Once the return of your funds is complete, we will proceed with the closure of your account. We reviewed our records and can confirm that your savings account ending [redacted], received a scheduled interest payment in the amount of $0.13 cents three business days after your closure request. Subsequently, this caused the account to maintain an active status. We reviewed our records and can confirm that on January **, 2016, your account ending in [redacted] was debited the aforementioned interest amount and sent to you in a cashier’s check via certified mail to your address on file. We can confirm that your account ending in [redacted] has been closed as of January **, 2016. We apologize for any inconvenience you may have experienced. Once again, we appreciate you taking the time to write us. Sincerely, Julio E. R[redacted] VP, Bronx Area Manager CC: Revdex.com
[redacted]
[redacted]
[redacted] Dear [redacted]: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on November *, 2016. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that on October **, 2016 you inadvertently received a communication regarding the Popular Bill Pay service. The communication, which stated that you needed to complete a payment before November **, 2016 in order to keep the account active, was sent in error. Our records indicate that your account ending on [redacted] was closed on July **, 2011. Please accept our apologies for the error. Once again, we appreciate you taking the time to write us. Sincerely, Vilmarie G[redacted] Product Development Director CC: Revdex.com
[redacted]
[redacted]
[redacted] Dear [redacted]: Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through Revdex.com (Revdex.com) on August **, 2017. Thank you for taking the time to inform us of your...
concerns. Such correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible. On your inquiry, you requested assistance to obtain a payoff statement of your loan. We reviewed our records and can confirm that you contacted our Care Center Unit, but we couldn’t verify your identity when we asked for your Date of Birth; we asked you to provide us with a copy of your ID, along with a written request of the payoff statement. We received the written request on August **, 2017, and the Payoff statement was provided to you via email on August **, 2017; We can also confirm that loan was paid off effective August **, 2017, and currently we are in the process of releasing the collateral, which will be completed within the next 30 days from the payoff date. Once again, we appreciate you taking the time to write us. Sincerely, Damaris T[redacted] Loan Servicing & Escrow Supervisor
Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through the Revdex.com on September **, 2016. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the opportunity to review our processes to ensure we provide our customers...
with the best service possible. We reviewed our records and can confirm that on August **, 2016 the account ending in [redacted] was opened. We reviewed our records and can confirm that the first ACH credit (out of a total of 4) was returned by the Receiving Depository Financial Institution (RDFI) for Non Sufficient Funds (NSF). Please note this was within the first few days of account opening. We reviewed our records and identified inconsistencies within your account during the screening process; which is performed after a new online account is opened. Therefore, the business exercised its reserved right to deny the new account application. Once again, we appreciate you taking the time to write us. Sincerely, Marion M. R[redacted] Product Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]Re: Complaint #[redacted]; Dear [redacted]:Banco Popular North America (“BPNA”) is in receipt of your inquiry submitted through Revdex.com (“Revdex.com”) on October **, 2016. Thank you for taking the time to inform us of your concerns. Such correspondence allows us the...
opportunity to review our processes to ensure we provide our customers with the best service possible. We reviewed our records and can confirm that a lien was placed against your account on September **, 2016 due to a tax levy. We reviewed our records and can confirm that you contacted telephone banking on September **, 2016 and September **, 2016 about the aforementioned lien. We reviewed our records and can confirm that a conditional release was received by the bank on October **, 2016 and subsequently, your funds in the amount of $662.19 were released the same day. We reviewed our records and identified that you traveled internationally on or about September **, 2016 and that as a precautionary measure your card was blocked on September **, 2016. We reviewed our records and identified that notes placed on your file indicated to verify the account holder, and upon completion of the verification process your card was unblocked on October *, 2016.We reviewed our records and can confirm that as a measure of good faith your account was credited in the amount of $60.00 on October **, 2016 for the non-sufficient funds fees assessed and we received your confirmation that your card was working.Once again, we appreciate you taking the time to write us.Sincerely,Anuli O[redacted]Branch Manager