Consumer complaint received 2017-10-31
Company: POPULAR BANK
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
I opened a new checking account online with XXXX XXXX XXXX on XX/XX/XXXX in response to an offer they were promoting. ( {$500.00} bonus for opening new checking account ). I logged in, started set up of two external XXXX  accounts for transfers. They did 2 test deposit in both of my XXXX accounts. I followed the email link to verify the test deposits. I successfully verified the XXXX checking account. When I went to proceed with verifying the XXXX savings deposits, I received an error message stating that I could not add any more external accounts. I decided to wait and try again another day. When I went to login the next day, I was locked out. I could no longer access my account online. I called in on XX/XX/XXXX to get help accessing my account. They told me my account was locked because they could not verify my external account. I was then asked to submit a copy of a XXXX statement to verify the external account. I emailed the statement and realized that my bank, XXXX had not updated my married name on my statements. ( It still had my maiden name listed from 14 years ago ) I asked XXXX XXXX if they could accept any other form of verification since this was not something that would be immediately fixed by XXXX but decided to just remove the external account altogether thinking this would streamline the confusion and allow me access back into my account. They phone rep did this and told me I should be able to log in within 45 minutes. As of today I still can not log in. 
Now today is the deadline for the {$500.00} bonus and I was told that I would not qualify for either of them because : 1. I can  not qualify for the {$300.00} bonus because there is no way for me to deposit the {$10000.00} by XX/XX/XXXX. Because I could not access my account I could not set up the transfer in time and there is no local branch near me. I also do n't see anywhere that the {$10000.00} deposit has to be deposited by XX/XX/XXXX, just that the promotion ends on that date. It just says that the money has to be new money and the {$10000.00} balance has to be maintained for 60 days from the date of deposit. 
2. I can not qualify for the {$200.00} bonus because they are telling me that the direct deposits have to start before XX/XX/XXXX. I do n't see this written anywhere. According to the way I read the promotion, it only states that direct deposits must start within 60 days from account opening. 
Because I felt that the details of this offer was misrepresented and that I was having such problems accessing my account, not to mention calling in always resulted in a hold time of 10 minutes of more for a representative, I did not feel confident about doing business with this bank so I asked them to just close the accounts. 
At this point they told me that closing an account would result in a charge of {$25.00} for 6 months. I asked to speak to a supervisor. Same answer. I feel this bank completely misrepresented the offer to entice you to open an account, did not fairly disclose all the requirements and now refuses to work out a fair offer to address the mishandling of this issue. 

Details of the offer according to their website : 1.Promotion begins on XX/XX/XXXX and ends on XX/XX/XXXX. 
2.To receive the promotional {$200.00} cash bonus, open a new Popular Prestige Checking or a new Popular Everyday Checking account in any XXXX XXXX XXXX branch or via XXXX, which shall be subject to our approval, and set up recurring monthly direct deposit within 60 days ; the direct deposit needs to be an electronic deposit of sources such as payroll, pension and government benefits, among others. The {$200.00} cash bonus will be deposited in the account within 90 days of account opening, if the checking account is in good standing, a direct deposit has been received in the account within 60 days and all requirements are met. 
3.To receive the promotional {$300.00} cash bonus, open a new Popular Prestige Checking account or Popular Everyday Checking, in any XXXX XXXX XXXX branch or via XXXX, which shall be subject to our approval. Deposit {$10000.00} or more of new money into the Popular Prestige Checking or Popular Everyday Checking account and maintain {$10000.00} or more of new money for 60 days from the date of deposit. New money is defined as deposits not previously held with XXXX XXXX XXXX. The cash bonus of {$300.00} will be deposited within 90 days from the date you deposit {$10000.00} or more in new money.
Initial deposit requirement to open Popular Prestige Checking and Popular Everyday Checking is {$25.00}.

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