Consumer complaint received 2019-12-18
Company: POPULAR BANK
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX XXXX XXXX, CA XXXX Cell Phone XXXX ~ Fax XXXX Email ~ XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Box XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX Email : undisclosed Dearest XXXX XXXXXXXX The purposes of this letter are legion. Your bank and contract lockbox vendor are doing a terrible job. You must know about the details, and I assert you must immediately fix the multitude of problems. 

GROSS INCOMPETENCE XXXX XXXX XXXX 1. I have XXXX XXXX XXXX mortgage loans I pay every month every year every time on-time without exception. 
2. Something has changed with your XXXX contract vendor in the past year it appears. I pay four loans on one check with ALL payment coupons enclosed and stapled to the check. My computer printed check clearly notes the loan number and correct cash application times 4 payments = total check amount.

3. XXXX is unable, incapable, and incompetent to read the double documentation ( check amounts to be applied and the payment coupons enclosed ). Apparently XXXX simply takes the total check amount and randomly applies it to whatever coupon pops up first leaving three other loans unpaid. 
4. Your failure to correctly apply cash repeated several times over the past year resulting in threats of foreclosure and credit bureau derogatory reporting has resulted in my credit score dropping from XXXX to XXXX today. I HAVE BEEN HARMED BY YOUR SLOP SERVICE. 
5. Your banking staff has left unrequited their promise to remove late fees completely with a lingering late fee reported to the bureaus in addition to the notices of default and foreclosure threats. 
6. I have repeatedly and constantly called your staff including an XXXX in New York offices to no avail and no results. 
GROSS INCOMPETNCE CUSTOMER SERVICE DEPARTMENT 1. After repeated and vociferous complaining XXXX Customer Service Department researched all XXXX   loans and sent me a two inch stack of paper. 
2. THE PHONE NUMBER ON ALL XXXX LETTERS IS WRONT!!! See attached : XXXX. This number is for XXXX XXXX XXXX ; has XXXX XXXX entered into a new business? 
3. Are they hiding? Is there anybody doing quality control and checking at XXXX? 
4. To add insult to idiocy the Customer Service Department ordered me to : The payments must be made separately for each loan with the corresponding coupon and we recommend entering the loan number on the face of the check. 
5. It is a gross violation of FDIC Federal Deposit Insurance Corporation for XXXX XXXX to add and modify terms of original loan without my approval. I can not and will not be told I can not make multiple loan payments on one instrument. There are no terms or conditions in original XXXX XXXX XXXX loan terms that specify payment other than by mail of POP Point of Presence retail location or other headquarter locations where official bank business is transacted.

6. Besides, I have paid multiple items on one check for every single year of these loans since inception. XXXX XXXX has changed ; not me & not my payment practies. 
IMMEDIATE SOLUTION 1. For the foreseeable future I will be mailing USPS First Class Certified Registered Return Receipt Requested payment remission to the Office of XXXX to your personal attention. 
2. I will have signed dated effective date of delivery for payments. 
3. I assume you can find someone in XXXX XXXX knows how to apply cash from a check. 
4. OR, I could just mail ONE check with one long listing of loans and their payment amount with the payment coupons thrown into the envelope for you to figure out.

5. Either way, I will not tolerate the current situation.

DEMANDS for IMMEDIATE RESOLUTION 1. By return USPS first class mail confirm receipt of this letter with a wet signature. 
2. By return mail advise specific actions you will take to correct and fix my credit rating you have ruined.

3. By return mail affirm correct application of cash by your office. 
4. By return mail advise of actions taken to with the baboons at XXXX to fix their letterhead phone number. 
5. By return mail apologize for trying to invent new terms of payment without basis in original loan contract and confirm removal of this offensive demand. 
6. By return mail have your so-called Customer Service Department staff apologize and affirm their correction of this whole mess. 


Sincerely, Honorable XXXX XXXX, XXXX

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