Consumer complaint received 2020-05-26
Company: BANCO POPULAR DE PUERTO RICO
State: PR
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I applied for a loan to 80 % finance a debt of boat purchase amount of {$200000.00} I made a 20 % down payment of {$40000.00} and finance with Banco Popular of Puerto Rico {$160000.00} in XXXX XXXX a division of Popular Auto a  Division of Banco Popular, I tried to applied without pignorated any money certificate ut they required me in order to approved my loan, and required me the down payment of {$40000.00}, I went to XXXX Location and thereput {$160000.00} in a money certificate one of their associate change without my authorization and without my annuence the money certificate for {$160000.00} and someone enter to my house and took my loan documentations, where include a very important original documentation and change the paper of the certificate of deposit. after that I continued to make the payments of $ XXXX monthly until Ilost my divorced and properties division case on XXXX and lost over {>= $1,000,000}. Inmediately after I went Banco Popular ofPuerto Rico talked to XXXX XXXX and XXXX XXXX and explained the situation and they denied to accept the return of the boat, and obligated me to refinance the loan amount and pretend to take my certificate of deposit in hold forever, I insiisted to their lawyer that it is not legal, and they put the hold on my certificate for 10 years, I told them that I can't continue with forever perpetual debt for a boat, they look on all my accounts inside the bank without my annuence without my authorization and without my knowledge and said that I have money I replied to them that money is my savings for my hard work for over 12 years and i have it just in case of emergency because I have damages due to the divorce and clients refused to contract me and contract my exhusband, they didnot care nothing about what I said, I told them Icant continue but they refused to heard me. And I have to accept the refinance withou payment of interest in one year and make payments of {$1300.00}. Then after Hurricane Maria hitted Puerto Rico they devaulated the vessel by {$66000.00} of the value that  areinsured by {$200000.00}, they undervalue the XXXX {$140000.00} without any appraisal or estimate and said took or leave it, I have to accepted that all in coordination with XXXX XXXX XXXX XXXX and XXXX XXXX the insurance associate of Banco Popular. Then I suffered a economica injury due to business discontinuity due to Maria 's Hurricane Declared disaster by FEMA and other consecutive effects events and can't continued make the payments but the loan was uptodate never been back of payments, and Itried tohave a new settle because they denied me a moratorium in first with his associate XXXX XXXX and I replied to him That I received a letter for 3 months moratorium, but they wants the boat and the money that backup the debt with a certificate of deposit of {$140000.00}. I bring my keys my boat backpack and let them took the vessel from my vesseldeposit just to receive part of my money because they did not return my money of the certificate in totalamount, they ony return {$85000.00} in XX/XX/XXXX and freeze and took the rest amount of {$63000.00} for them and the boat that have a market value oof {$170000.00} minimal and saithat the boat have lower value liket just {$70000.00} to {$100000.00} just lying to me because they have customers to sell the boat and said that I have to pay for charges that do not belongs to me like XXXX, maintenance, repairs, debts and other that they never bring me a receipt. Then I fought and return part of the amount equal to {$38000.00} my money of my certificate of deposit but not complete, they sold the vessel in less than 3 months, and told me that the person that make the settlement left the Bank and was a lied and they did not want to return me the {$25000.00} and sent me a letter told mewith charges and that they did not return me the {$25000.00} neither the deposit neither any money left from the sold difference, they received money from the insurance agency that cover the loan and the vessel in case of I returned it, and they sold the boat privately without any public announcement without let me know about the auction that I have priority because I paid over {$180000.00} in all payments monthly, isurances, maintenance, upgrades, repairs, storage, etc and they sold it they received like thre times the original price of he vessel {$200000.00}, because I make payments from XXXX XXXX, down payments of {$40000.00} in cash, and allother previous mention payments and I was a disaster survivor, they put late charges, interest, and denied me the opportunity to stay with my paid property and took the property and my money too. I have other friends XXXX XXXX XXXX and XXXX XXXX XXXX that are in the same conditions as me and they treated them differently I was treated different in a bias way or discrimination for my gender, my age, and my, economic sitution since the loan application. They did not showed respect to me at all, and his lawyer that attend the meeting in the debt settlement knew that the bank are discrminated me and some occassions during the meeting left the room, my accountant XXXX XXXX was very upset with the sitution and told me by phone to make the transaction because the bank was illegaly actions on the loan and did not care nothing at all. They are committed fraud between their divisions XXXX XXXX and XXXX XXXX and took clients 's money and put very higher interest without valid reason, they have a business taking clients properties and their money, they have a monopoly in Puerto Rico, and when the client return to recover their properties they already sold their properties and didnot returned any money and win over property times de value. And then they reported to my credit report the total debt after the disaster, andwas anction took to recover from the disaster having them the property and received money from the insurance and sold the vessell and told to the credit report that I have {$140000.00} in debt for the vessel loan. They took revenge on me reporting to my credit report in order to affect me in order that I can't acquired anything killing my credit.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation