Consumer complaint received 2023-09-13
Company: BANCO POPULAR DE PUERTO RICO
State: PR
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
Greetings On XX/XX/XXXX, a credit card was requested through the website and was approved. On XX/XX/XXXX, I received a call from Banco Popular, number XXXX, indicating that it was from the security department to ask me some questions about my person, such as social security, etc. I told the person to give me their number. telephone to return call. The employee indicated that if she did not want to identify me, she should go to the branch. She was told on several occasions if they had any way to do this by email, etc., and she indicated that these were instructions that would be passed through the branch. I contact customer service to try to talk to security and they answer from customer service, the employee tries to pass the call and the security department indicates that they do not accept calls with customers. I do not understand with so much campaign that indicates that Banco Popular does not make calls and that you do not report your personal information to Popular. I had no choice but to stop by a branch where I was kindly attended by an officer to request an updated identification that I could have sent by email. I call again on XX/XX/XXXX to make a transfer and again they tell me that they can not identify me that I have to send my ID to an email to the security department to be able to identify myself. On XX/XX/XXXX, I contacted them, and they told me from customer service that the ID sent was not legible that I should send it and since the security department has so much work that I had to wait for them to call me. I requested a transfer from the same bank XXXX XXXX  XXXX, and XXXX was paid and the other was not because the bank 's address was simply not according to their system. I contacted them today and they informed me that I have to make a claim for an investigation to be carried out that can take up to 90 days to investigate what happened to the address. On XX/XX/23 I called again to request the status of the claim and they informed me that it was rejected. I contacted XXXX XXXX XXXXXXXX to guide them on what is happening to me with Banco Popular and they replied that they have nothing registered, which is very strange. situation. That my account with XXXX XXXX XXXXXXXX is all good and that they even received the information about a transfer from another card and everything was fine. I go back and contact Banco Popular to report what I'm talking to with XXXX XXXX XXXXXXXX and the customer service tells me that they are going to try to make the transfer again and I explain that I can't do it again if they don't know how to explain to me what it is. that is being carried out, nor what is happening with the account. Really, how is it possible that the customer service is so terrible and abusive towards customers. All my life I have worked with financial services, I have several businesses in US Banking, and it is possible that the simplicity and treatment is better there than in XXXX. If I had not investigated my credit, I would not have made any further requests with Banco Popular. I just need to be guided as to what it is not like to call and have a person answer like a recording robot.

Company response to consumer: Closed with explanation