Consumer complaint received 2021-03-18
Company: BANCO POPULAR DE PUERTO RICO
State: PR
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Good afternoon, to whom it may concern I bought a merchandise to XXXX XXXX which was not to my satisfaction and I made the return of the merchandise to the company according to the terms and conditions of the company. I made a claim through my bank Banco Popular de Puerto Rico. However, both the company says that the refund will be made through the bank and the bank says that through the company. Neither wants to take responsibility. The company says that the bank has permission to refund the money to me. I include a copy of the message as evidence. 

Thank you if you help in this matter XXXX XXXX customer MESAGES from : XXXX XXXX to : XXXX date : XX/XX/XXXX, XXXX XXXX subject : Fwd : Re : Confirm your sign-up to XXXX / Customer mailed-by : XXXX RECLAMATION 3 TIMES NUMBER BPPR ; XXXX XXXX, XXXX XXXX, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX Date : Tue, XX/XX/XXXX, XXXX XXXX Subject : Re : Re : Confirm your sign-up to XXXX / Customer To : XXXX XXXX XXXX XXXX XXXX , We gave your bank/cardholder permission to refund you the money. 

( di., XXXX XXXX XXXX XXXX XXXX XXXX ) Hi XXXX XXXX , We accorded with the bank the claim. Its now up to them. 

Questions If you have any further questions, please contact us by email. This can be done by a reply to this e-mail. 

Kind regards, XXXX XXXX Customer Service On Thu, XXXX XXXX at XXXX XXXX, XXXX XXXX wrote : Good afternoon XXXX : I have not received the refund of the {$79.00} yet, please verify the status with your company. Thanks you. 

On Tue, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote XXXX Hi XXXX XXXX , We accorded with the bank the claim. Its now up to them. 

Questions If you have any further questions, please contact us by email. This can be done by a reply to this e-mail. 

Kind regards, XXXX XXXX Customer Service On Mon, XXXX XXXX at XXXX XXXX, XXXX XXXX wrote : Good afternoon XXXX I return the merchandise XX/XX/XXXX but never refund the {$79.00} according with your instructions, please indicate the status of the refund. Thank you. 

On Mon, XX/XX/XXXX, XXXX XXXX XXXX XXXX wrote : Good afternoon XXXX Please refund the {$79.00} to Popular Bank of Puerto Rico. A claim return was made thru the bank. 

On Tue, XX/XX/XXXX, XXXX PM XXXX XXXX wrote : Good afternoon XXXX I included the evidence to return merchandise. Date estimated to received Saturday XX/XX/XXXX, XXXX. 

-- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX Date : Tue, XX/XX/XXXX, XXXX XXXX Subject : Re : Re : Confirm your sign-up to XXXX / Customer To : XXXX XXXX Good afternoon XXXX I included the evidence to return merchandise. Date estimated to received Saturday XXXX, XXXX On Tue, XX/XX/XXXX, XXXX XXXX XXXX XXXX wrote XXXX Hi XXXX XXXX , Returns If you do not wish to keep an item ( XXXX or XXXX SC Card ), you can return it in accordance with the terms and conditions within the specified period of time. 
Please make sure that it is clearly visible that the package originates from you by using the RMA code : " RMA XXXX XXXX '' and inform your credit card company about your return. Keep the proof of return carefully. 

Return address XXXX  Offer Fulfillment XXXX XXXX XXXX XXXX FL XXXX XXXX Terms and conditions We advise you to read the terms and conditions on our website XXXX. If you do not like the XXXX, you can return it to us within the return period. If you decide to keep the XXXX, we will collect {$79.00} in accordance with the conditions. 

Any questions? 
If you have any questions, please contact us by e-mail. This can be done by a reply to this e-mail. 

Kind regards, XXXX XXXX Customer Service

Company response to consumer: Closed with explanation