Consumer complaint received 2022-12-30
Company: BANCO POPULAR DE PUERTO RICO
State: VI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have been a customer of this banking institution for over XXXXXXXX XXXX. I have problems before with not receiving my credit card statements and I have visited the branch in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXX XXXX XXXX  several times in regards to charges that were placed on my account that were not mines. I have also complaint to the representivie of not receiving my statements after several back and forth with getting to the Parent company in Puerto Rico.I was finally sent one year of credit card statements. After reviewing them, I identified the charges that were mine went back to the branch to instruct themto adjust my bill and investigate the other charges. I was told by the representive that I would have to call the Credit Card department in Puerto Rico because they too have trouble getting through to them the have long periods hold on the line for a response. I went back home and called the number, held on for more than an hour. I finally hung up because I had to go back to work I have callled several timessince that and the results was always the same long waiting periods. I resorted to writing, I sent the letter below in XXXX of XXXX. I have back to branch because several times because I have been harrassed with phone calls every month to pay a bill of over {$10.00} dollars. My name have been sent to the credit bureau for money that I don't owe. I always pay my bills and I also told them I would only pay for what I owe. The bank is not working with me to reslove the issue. 
I would like to have help to resolve and settle this issue once and for all. Please investigate this matter. 
I sent this letter twice to my banking Institution Banco Popular De Puerto Rico and I have also left a copy with the representitive who has stated to me the time past for me to get any credit and I have to pay the bill. Up to this present moment I have not received a credit card bill for XXXX but every month I received harrassing phone calls to pay bills. 
Banco Popular has NOT done good business practices with me in regardsto my credit card statements and following up on my complaints. As a consumer of this service my rights were violated in letting this issue continue charging late. They are also adding late charges on the balance, not informing me of any actions they are doing to resolve this matter for more than a year. XXXX is coming to an end STILL no credeit card statements for XXXX without any resolve. 
In addition to this someone has open an online banking on my account. I told them I have never done this don't want this service. thje representative is telling me to go and close it. I don't know what to do. I have never openend or done any online banking. 
I NEED HELP ASAP. 




XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX am writing this letter of request to get help in resolving the fraudulent use of my credit card. This is an ongoing issue that has not been resolved. 

I have visited my local XXXX XXXX in XXXX several times requesting help. I am told call Puerto Rico because only they can help me. When I call the numbers I am holding on the line for long periods. I was not receiving my statements for a period of time, so some of the fraudulent charges I was not aware of until I was finally sent statements for XXXX year. 

I have made it clear to the representative that any transactions with money transfers is not mines. I have NEVER used my card for any wire money transfers. Never done any cash advance. These charges are still on my card. 

I have not used my card XXXX for any XXXX transactions. There are several of them on my card. I need them removed. 

XXXX charged my account twice. 

Any XXXX XXXXXXXX XXXX charges not mines. 



I have repeatedly requested that any online banking account be closed I DONT DO ANY ONLINE BANKING. 

I have been a client of this bank for over XXXX XXXX These issues are plaguing and frustrating me. Why is it my account is so accessible to fraudulent use. I need to put a pin on my account. I need them resolved ASAP. Do I have to go the legal route to get this resolved? 

I will only pay for charges that I have made. Please remove all other fraudulent so that I can get my correct and current balance paid off. 

I am still back to square one not receiving credit card statements. 

I mailed this letter off before. I did not receive a response. I am resending it again. 

I need to hear from someone to discuss with me how we can resolve and prevent this occurrence. 

Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation