Popular Community Bank

Review: On November **, 2015; in person, I filled out the paperwork to close both my Checking & Savings accounts and withdrew all of my assets. As of January *, 2016, after being informed that the US Treasury was still handling the case with the whereabouts of my missing Social Security check, I was advised from Social Security Administration Representative to contact my old Bank: [redacted] to request a courtesy inquiry as to the possible whereabouts of my December *, 2015 Social Security Disability check; which was supposed to be direct deposited into my new Back account with a different Branch on December **, 2015. The [redacted] representative informed me that both my previously closed Checking & Savings accounts with [redacted] was currently open. Apologizing, she then placed me on hold to transfer me to the [redacted] location in which I'd previously closed my accounts in person. She may have made an error in attempting to transfer me, since I was suddenly disconnected whilst on hold.Desired Settlement: I am requesting assistance from the Revdex.com to inform [redacted] to please return the December *, 2015 Social Security Disability check in the amount of: $921.00 back to the US Treasury from whence it came & for Management or whichever department responsible to ensure that my former Checking & Savings accounts remain permanently closed, as they ought to have been since I closed them both in person on November **, 2015 at [redacted]

Business

Response:

[redacted] Dear [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

Consumer

Response:

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,

Review: I have been banking with Banco Popular for over 15 years; I recently noticed that my account has been overdraft; so I decided to take a look at my detailed account summary and noticed that they have been deducting $54.14 and $27.95 a month for something that they will not tell me what it is. After various calls to the bank they finally told me that the $54.14 was an insurance for House appliances (Stove, Refrigerator, washing machine, ect.) and the other $27.95 a month was for some health insurance. I never signed up for any of these insurances as I live in public housing and I dont own any house appliances and as for the health insurance, I have my own health insurance I would never ever agree to this. Now, I personally went to the bank to ask for my account summary but since I closed my account a day or two before they said they cant supply me with any information on my own account. The customer representative was actually laughing at me over the phone and told me to just let it go, that if I never noticed before then she didnt understand what was the big deal.Desired Settlement: I just want all my money back in full. I work too hard for my money and I am a single mom. Please help.

Business

Response:

Dear [redacted]:

We are responding to [redacted]'s concerns filed with The Revdex.com Serving Metropolitan New York on July **, 2013.

Below is a summary of the issue followed by our response in bold.

[redacted] stated that the electronic fund transfers in the amounts of $54.17 and 27.95 debited from her account monthly were unauthorized.

Details of our investigation show that on June **, 2013, [redacted] (joint owner) deposited $25.20 to cover overdraft condition and requested that account be closed.

On June **, 2013 a Reg. E claim was initiated by our customer care Unit, at the request of [redacted].

Service Request Confirmation form sent to be signed and returned by [redacted] within 10 business days of service request date June **, 2013 was never received, therefore provisional credit was not granted.

Coverdell (merchant) declined claim due to having customer authorization on file, however, did agree to a settlement amount of $55.90

Credit provided by merchant was not received due to account closed. Merchant may be reached by [redacted] for credit arrangements.

We appreciate [redacted] taking the time to allow us to investigate the matter.

Consumer

Response:

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:

My complaint has not been resolved; Banco Popular has been dedecting money from my checking acount every month since February, 2009 all they want to do is pay only for the last three (3) months, this is unfair since I never signed up for this service I dont even know what a discount insurance is; I have my own health insurance I dont need or want any discount health insurance. Banco Popular's customer service is by far the worst I have ever seen. One of the customer representitives at the branch told me that they get this all the time but, that people "Get over it" and that happens because we dont check our bank statements. This was very disrespectful as I put my money in their hands and they were just doing whatever they wanted with MY MONEY. All I need is my money back in FULL.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]:

We are responding to [redacted]'s additional concerns filed with The Revdex.com Serving Metropolitan New York on August **, 2013.

Below is a summary of the concern followed by our response in bold.

[redacted] stated that the electronic fund transfers debited from her account monthly since February, 2009 were not refunded and that the credit of the last three months was not fair.

Coverdell (the "Merchant"), or "Health Discount" as referenced by [redacted], declined [redacted] claim based on authorization in file. The Merchant is willing to forward copy of authorization to [redacted] upon request.

Our records indicate electronic fund transfers in the amount of $27.95 started on September *, 2010 and electronic fund transfers in the amount of 54.14 started on March **, 2011.

The Merchant may be reached by [redacted] for copy of authorization and credit arrangements at ###-###-#### or [redacted] directly via email [redacted]

We appreciate [redacted] taking the time to allow us to investigate the matter.

Review: I signed up for a checking account through Popular Community Bank's website which had a checking account bonus of $125. You receive $50 when you complete 5 online bill pays and $75 when you make 3 ACH deposits. I completed both requirements by 5/9 and I confirmed that I had met these requirements via a secure message sent online; I received a message back stating that I had met the bonus requirements and that the bonus will be deposited within 60 days. It has been 60 days and nothing has been deposited in my account. I contacted customer service and was told they would look into it and I would receive a call back but they never did.Desired Settlement: Deposit the $125 checking account bonus asap.