Complaints

This profile includes complaints for Popular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Popular

  85 Broad Street, 10th Floor New York, NY 10004-2787

  
• 

  Popular Community Bank

  9600 W. Bryn Mawr Rosemont, IL 60018-5226

• 

  Popular Bank

  PO Box 4884 Miami Gardens, FL 33014-0884

• 

  Popular

  121 Woodcrest Rd Cherry Hill, NJ 08003

• 

  Popular Bank

  7900 Miami Lakes Drive Miami Lakes, FL 33016

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.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint made to Popular Bank regarding deceptive advertising regarding unreceived promotional offer of $200.00 for establishing a savings account and maintaining a monthly balance of $8000.00. On 11/13/2004, I opened my account with $8000.00 with ********* ****** (sales and service associate) at ************* ** branch. My discussion with him upon opening the account was to make sure I will receive a monthly mailed statement and he confirmed I would with my promotion to be received in February 2025. After receiving my initial statement cycle on Dec. 31st 2024 I became aware that I did not receive a monthly statement for January. Upon my inquiry to this, I spoke to customer service toll free number and was informed contrary to my discussion with *** ******* that I would need to show activity on the account in order to receive a statement (earned interest is not considered activity). This in effect has caused a months delay in receiving the promised promotion. Nowhere does it say that activity is required to receive a statement nor does the promotion indicate that a statement cycle is quarterly without activity. Upon calling the bank to speak with *** ****** I was informed that he no longer works with the bank branch. Upon speaking to ***** of the branch on a Thursday she assured me to call back the following day however no call was received. When I called on Monday I was informed she is unavailable for a week as she is in training. I have lodged multiple complaints with customer service #***** and ***** without promised return calls. At this point I feel if I withdraw my funds I will forfeit my deserved promotion that the bank has acted deceptively in their advertising. As of 3/10/2025 no response from the bank and no promotional deposit in my savings account.

  Business Response

  Date: 03/25/2025

  ******* ********
  ***********************************
  *****************
  
  *** ******* ********
  
  Dear ******* ********,
  
  Popular Bank is in receipt of your inquiry submitted through the Better Business Bureau on March 10, 2025.
  
  In your inquiry, you stated that you opened a bank account due to a promotion and that you wanted to ensure statements were provided. You have not had a response from the bank about the deposit of the funds from the promotion.
  
  We reviewed our records and can confirm you opened a Popular Prestige Checking Account and a Savings Account on November 13, 2024. Savings accounts are set to quarterly statements unless the account has activity. The savings account had a statement on December 31, 2024 and February 28, 2025. The requirements provided to you at account opening were dependent on both the checking account and the savings account. The savings account stipulation required the following:
  
  Earn a cash bonus by opening a new Popular Savings account between October 1, 2024, and January 31st, 2025 and completing the qualification requirements. The cash bonus will be deposited into the new Popular Savings account within 30 days after the qualification requirements have been met and verified. The new Popular Savings account and a consumer checking account must be open at the time of verification and remain open with a positive balance until the cash bonus is deposited. The new savings account must have maintained an average balance of $8,000 or more for the following two statement cycles after the initial 30-day period. New money is defined as deposits not currently held with Popular Bank.
  
  The Bank has noted you received the $200 cash bonus on March 10 and the savings account was closed by you on March 11.
  
  Once again, we appreciate you taking the time to write to us.
  
  Sincerely,
  
  Popular Bank

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 8/19/24 I opened an online savings account with ********************** ************ I successfully established a link to my bank's savings account and $25,000 was transferred into the Popular Bank ********** 9/4/24 I subsequently transferred an additional added $195,200, bringing my total transferred to $220,200. I began receiving monthly interest payments. On 12/18 I logged on to transfer some funds back to my bank's account. The transfer was unsuccessful, resulting in this error message: "Funds can only be transferred between accounts with an an existing transfer relationship". I called in, and after looking into it, an agent said they had to escalate the issue. Hearing nothing back, on 12/24/24 I called in again, resulting in an agent saying they would once again escalate the issue, this time marked Urgent. To test this relationship issue, I attempted to SEND $100 from my bank to Popular Direct, and it executed perfectly. So their software understands there is an existing banking relationship in order to SEND money, but not to RETREIVE money. Hearing nothing back once again, I submitted a message via their web site on 1/6/25. On 1/7/25 I called in, and asked to speak to a supervisor. I was told none were available, and I would get a call in 1-2 days. I asked the agent to just close the account and wire back my funds, and was told this can not happen while the account is being reviewed. I am going to personally begin contacting the relevant banking oversight agencies, and wanted to warn others via BBB. It has been 22 days since I requested my initial transfer and still have no ability to retrieve funds. Fortunately having no access to my money is not a problem, just a ridiculous inconvenience. But the lack of relevant communication and the inability to fix this in 22 days, and now the inability to simply close the account as requested, is disturbing and pathetic. I have never experienced such horrible customer service from any other banking relationship.

  Business Response

  Date: 03/25/2025

  Dear ******************************************************** (the Bank) is in receipt of your complaint submitted through the BBB Portal on January 7, 2024. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.  
  
  In your complaint, you explained you tried to process a transfer out of your Popular ********************* account on December 18, 2024, but were unable to complete said transaction. You also informed us you had to contact the ******************** several times by phone and by Secure Message but by the date of this complaint you were still waiting for a solution.
  
  We reviewed our records, and we can confirm that the calls and secure message you made/sent to our ******************** were received and escalated to the proper units so the issue could be investigated.Your account was also documented with these interactions. We can also confirm that there was a system issue that resulted in the debit not being processed therefore a restriction was placed on the account until the debit was processed.  The restriction was removed to allow these transfers to go through. Finally, we can confirm that you can access your Popular Direct Online Banking to request a transfer of funds to the external account linked to your profile.
  
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  Cordially,
  
  Your Popular Bank Team

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 opened a 12 month CD with Popular Direct in June 2023 and it matured in June 2024. I called Polpular Direct numerous times to request my funds be transferred out of the bank upon maturity. I was put on hold or could not reach a human. I received a letter dated June 28, 2024 informing me that my money had been put back into a CD at a rate that i had not agreed to and would never have agreed to. I called a number on this letter which stated For Personal Assistance Call: **************. i did and I was told that because I had not contacted Popular Direct within 10 days, my CD automatically renewed and if I closed it I would have to pay a $6000+ penalty!!! Popular Direct knows that it is nearly impossible to get a human on the phone and there is no means on the mobile banking system to withdraw my money out on the day of maturity. They forced me to renew by not providing me the means to request my money before 10 days. Shady business practice!!! Where was the For Personal Assistance Number then? I want my entire amount at the end of the 12 month CD period refunded to me ASAP without penalty. They did not provide me a means to stop the renewal and this is fraudulent business practice

  Business Response

  Date: 07/12/2024

  Re: BBB Complaint ********

  
  Dear ***********************
  Popular Bank (the Bank) is in receipt of your complaint submitted through the BBB Portal on July 8th, 2024. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.
  
  In your complaint, you explained that you opened a 12-month CD with Popular Direct in June 2023 and it matured in June 2024. You stated you called Popular Direct numerous times to request the funds be transferred out of the bank upon maturity. You also stated you received a letter dated June 28,2024 informing you that the money had been put back into a CD at a rate that you had not agreed to and would never have agreed to.
  
  We reviewed our records, and we can confirm 12-month CD ending in 6366 matured on June 20, 2024. A maturity notice was sent on May 21,2024 in which we explained the account will automatically renew unless contact is made no later than 10 days after maturity (please see attached for a copy of the Maturity and Renewal Notices that were sent to the address on file). We can also confirm that in the last year we found one call attempt to our ******************** on Jul 8, 2024. Finally, our records also show you sent us an email on June 28, 2024 inquiring about the CD, but by that date the CD in question had already matured.
  
  All Popular Direct CDs renew to the promotional rate offered at time of renewal. When CD ending in 6366 renewed on June 20th, our promotional rate was *****%, which is the current rate of your account.  Any changes to the CD after it renews (for example, changes in term or closing out the account) will mean a break to the current 12-month term which will incur a penalty fee as stated in the product's disclosure.
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  Cordially,
  
  Your Popular Bank Team
  

  
  

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I contacted the bank via their message system on June 28th, which is within the required 10 days.  In that message, I told them that I did not want the CD to renew. 

   

  ______________________________________

  Message Detail
  
  
  ***** **********
  *** ****
  ******** ******* ********
  ***** **********
  
  ******* ******* ******************
  
  I did not want my CD to rollover into another CD once it matured on June 20, 2024. If so, you could have rolled it over into the new rate I see on ************ for Popular Direct-- 5.35%. What is the process for me to send the balance of the CD to my Navy Federal Checking account?

   

  _____________________________________ 

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/12/2024

  Re: BBB Complaint ********
  
  Dear ******* *****
  
  A maturity notice was sent on May 21, 2024, in which we
  explained the account will automatically renew unless contact is made no later
  than 10 days after maturity (please see attached for a copy of the Maturity and
  Renewal Notices that were sent to the address on file).  If no action is made within those 10 days, the
  CD automatically renews.
  You did reach out to us via secured message on 06/28/2024
  however, additional information was requested in order to take additional
  action, but no response was received on your end. Please see attached screenshot.
  You did not reply to the message asking for confirmation of the External
  Transfer account number and routing number.
  Any changes to
  the CD after it renews (for example, closing out the account) will mean a break
  to the current 12-month term which will incur a penalty fee as stated in the
  product's disclosure. If you would like to proceed with account closure, please
  contact us via email or call us at ###-###-####. Our business hours are
  Monday through Friday, 7:30 a.m. to 12:00 midnight EST | Saturday and Sunday,
  9:00 a.m. to 6:00 p.m. EST.
  
  Cordially,
  
  Your Popular Bank
  Team

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# 2*******, and have determined that my complaint has NOT been resolved because:
  

  
  

   Popular has not shown their standing for placing my money back into a CD after I specifically, and under no uncertain terms, directed them not to.   I was not required to immediately submit to them my transfer number.  Regardless, they were not empowered to set an arbitrary deadline for transfer info submittal , nor were they empowered to take action had this deadline expired.

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  ******* ****
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 charter communications, I do not have a contract with (insert the ******************** they did not provide me with the original contract as i requested

  Business Response

  Date: 03/14/2024

  *******************************
  **** *************
  ********** ** *****
  
  *** *** ********* * ********

  
  Dear *******************************:

  
  Popular Bank (the Bank) is in receipt of your complaint submitted through the BBB Portal on 3/14/2024. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.  
  
  In your complaint, you explained that you are not liable for a debt with charter communications.
  
  We reviewed our records but, unfortunately, we were unable to locate any account within ********************* and Popular *********** base. Unsure of what charter communications is. If the account you are inquiring about was originated in BPPR, you may need to contact them directly as we dont have access to their data base. 
  
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  Cordially,
  
  Your Popular Bank Team

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My name is *****************************.Someone pretended to be a manager of popular bank from *********** office and got into my bank account by sending a link to me to click and demanding for codes from popular bank and said I shouldn't inform anybody so that they will not kill me because he said the bank was about to deposit 800 million into my bank account for me to take care of myself since I am a senior citizen.He transfered my funds unauthorized over a long period of time. He was a scammer and ruined my account over ************ within that time, another person also contacted me online on Gmail and said his name is *********************** and that he was the former attorney General of ************* and told me that the Bank headquarters asked for his phone number ************** to be added to my bank account and told me that he would be my lawyer.I have not met him and I have not spoken to him. And each time he sent voicenote to me his voice is always like an African man but he told me he is assigned by the bank to be my lawyer I blocked him from contacting me and I want his phone number to be removed from my bank account I reported this to the bank manager and he refused to investigate even after I had reported to the police and also reported to *** online contact center for Internet crimes and also reported to federal trade commission with report number ********* It was after I reported to the popular bank staff that I found their contact online before the Branch manager *************************** called me to come to the branch where I went and he disputed the transactions with claim number ******************* but I have not yet received a credit on the unauthorized transactions I reported.Normally when a bank investigate a claim or a fraud dispute, a provisional credit is always issued to the customer on those transactions but in my case the bank has not credited me. I need a credit for the unauthorized Transactions immediately My account is **********

  Business Response

  Date: 04/10/2024

  Dear *****************************,
  
  Attached please find the 3 letters that Popular Bank sent to you regarding the Fraud disputes opened for account ending in ****. Your account was credited for those transactions that were investigated and approved. 
  
  If additional information is needed, please do not hesitate to contact us. 
  
  Your Popular Team

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My name is ***************************** and I am a senior citizen and also a customer of ********************** with account number ********* Someone who pretended to be a director manager of popular bank sent a link to my email and ******** and asked me to click the link for a credit of 800 million dollars to be sent to my popular bank account.Since he said he was a manager of popular bank and also a supervisor of WorldBank new *********** I clicked on the link and he requested for a code which I gave him and he said he gained access to my bank account and told me not to inform anybody so that they will not steal 800 million dollars the popular bank headquarters is about to send to my bank account.He said the entire process would take 8-10 months or 11 months. Within this period, he used a service called "People pay" to move funds out of my bank account.I reported this unauthorized Transactions to ****** who is the branch manager of ************ and he instructed me to make a police report and come to the branch before he could file a complaint to fraud department for a refund of my money. As instructed by ******, I reported this to the forest ************ Commanding ********************************************* of ************************************************************ charge by name *********************** where I reported everything to him.After report, the police wrote in a piece of paper "FDIC insured" to me and told me to contact my bank to refund me the money since the transactions were unauthorized Transactions and since popular bank is FDIC insured. The police also said I don't need a police report number for this since I have reported in their Precinct. And the police also said that if I need a report number, I should tell my bank to list the unauthorized Transactions in a letter to me so I can bring it to the precinct to get a report number.My branch manager is not giving me a claim number on those transactions as requested by the police.I need a Claim Number and my money

  Business Response

  Date: 04/10/2024

  Dear *****************************,
  
  Attached please find the 3 letters that Popular Bank sent to you regarding the Fraud disputes opened for account ending in 8554. Your account was credited for those transactions that were investigated and approved. 
  
  If additional information is needed, please do not hesitate to contact us. 
  
  Your Popular Team

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 lost my wallet and it contained sensitive information inside of it like my social security number, drivers license, debit, and credit cards. I recently discovered that someone is using this personal information to impersonate me. -----------******************** opened on Apr 08, 2022 Higher Credit $599,------------------

  Business Response

  Date: 02/09/2024

  ****** ***************************************
  * **********
  ************ ** *****
  
  
  Re: BBB Complaint # ********
  
  Dear Bopeep ***************************************:
  
  Popular Bank (the Bank) is in receipt of your complaint submitted through the BBB Portal on 1/31/2024. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.  
  
  In your complaint, you explained that I lost my wallet and it contained sensitive information inside of it like my social security number,drivers license, debit, and credit cards. I recently discovered that someone is using this personal information to impersonate me.
  
  We reviewed our records, we were unable to locate any accounts under your name, address or social. If the account you are inquiring about was originated in BPPR, you may need to contact them directly as we dont have access to their data base. 
  
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  Cordially,
  
  Your Popular Bank Team
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed a dispute claim on my purchase of $4,980 made on 6/28/2023 with metro catering who was a no call no show. I have attempted numerous times to contact the merchant, but they do not respond. The merchant had sent an email on Sept. 12, 2023, stating that my card has been fully refunded; however, it never reflected on my account. I reached out to Popular in October,2023 to assist me and they continuously refuse to help. Popular bank says: Merchant Dispute claims not covered under Regulation E. I have tried to reach the merchant several times but to no avail. I feel like popular just does not want to assist me for a reason I do not know. I am frustrated now, please help me. Popular has to help me contact the merchant since I cannot reach them. I have attached invoice from merchant, email for the refund, and mails from popular Bank. Thank you.

  Business Response

  Date: 01/08/2024

  Re: BBB Complaint ********
  Dear *********************:
  Popular Bank (the Bank) is in receipt of your complaint submitted through the BBB Portal on January 3,2023. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.  
  
  In your complaint, you explained that you filed a dispute claim for service not rendered on a purchase of $4,980 made on June 28, 2023, to the merchant: Metro Catering. You also explained to have tried numerous times to contact the merchant directly with no avail. Finally,you also stated to have reached out to the Bank in October of 2023 for assistance but was informed that Merchant Dispute claims are not covered under Regulation E and would have to dispute the transaction directly with the merchant.
  
  We reviewed our records and can confirm that two (2) claims were submitted (****************** & ******************)regarding the above referenced transaction. The claims were filed under Services Not Rendered which is considered a Merchant Dispute and are, indeed, not covered under Regulation E because the customer is authorizing the Merchant to debit their account. 
  
  As a courtesy and part of our customer service culture, we still allow for these types of transactions to be disputed so we can try to help the customer recover their funds.  However, MasterCard only allows us a 120-day window from the transaction date to perform a charge back of the transaction for a possible recovery of the funds and/or to obtain further documentation, if available, for the customer. Unfortunately, when the claims for the above-mentioned transaction were filed, the timeframe allotted by MasterCard had already past, so a charge back was not possible.
  
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  
  Cordially,
  
  Your Popular Bank Team

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 12/04/2023 I placed a call to the customer service center for assistance, with my online banking. When the call was answered, I spoke with a none "customer services helpful" young man. I explained my situation, in which i felt he was a bit hostile with he's tone of voice. In the interim, I attempted to stay clam, as I wanted to find a resolution to the situation at hand. The young man took my information, verified my ******* address and informed me, that he has placed my check order. To my surprise, as I call the center today, to follow up on my order, i was informed, that my check book went to my old address (from 2 years ago). Why?? I clearly, provided my details to the agent, and must I mentioned, that I have been received mail from your bank, including today - yet not my check book. Here I am, waiting on my check book for the holiday, no check book, no online access ... nothing! I called again, and no resolution. Instead of offering to send my check book express, for their inconvenient and mistake, they wanted to charged extra for expressed delivery. No one is willing to help me with my online banking, so I have to idea what's going on with my account. There are no branches in *******, or near me. I need someone to contact me and assist me ASAP!! This is unacceptable!

  Business Response

  Date: 02/09/2024

  
  Re: BBB Complaint ********
  Dear *******************************:
  Popular Bank (the Bank) is in receipt of your complaint submitted through the BBB Portal on 1/11/2024. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.  
  
  In your complaint, you explained that
  
  We reviewed our records, and we can confirm that you unfortunately failed the Online Banking authentication thus we were not able to assist over the phone. When this occurs, in person verification needs to take place at the branch level.
  
  I listened to the call and I can also confirm that the agent made an error when placing your check order.The address was correct in our system however, the agent selected the address from the previous check order in error and did not verify that address when processing the order. As a means of customer retention, we waived the fee for the order and placed a courtesy stop payment for the last check order in question. Unfortunately, this account was closed soon after.
  
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  Cordially,
  
  Your Popular Bank Team
  
  
  

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Request to refund my account balance $25. I have opened bank account with $25 deposit. Account supposed to be closed 4 months and I suppose to recieve the refund. I have not received yet.

  Business Response

  Date: 01/02/2024

  Re: BBB Complaint ********
  Dear: *******************************
  Popular Bank (the Bank) is in receipt of your complaint submitted through the BBB Portal on 12/12/2023. Thank you for taking the time to inform us of your concerns. Your correspondence allows us the opportunity to review our processes to ensure we provide our customers with the best service possible.  
  
  In your complaint, you explained that you requested close your account and receive a refund of your initial deposit of $25.
  
  We reviewed our records, and we can confirm that on 12/14/2023 the $25 was refunded and your account closed.
  
  We hope this information serves its purpose but if you need further assistance, please do not hesitate to contact us.
  
  Cordially,
  
  Your Popular Bank Team