Consumer complaint received 2020-05-27
Company: BANCO POPULAR DE PUERTO RICO
State: PR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
I bought a car XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, XXXX vin # XXXX WITH PLATE # XXXX and gave my previous XXXX XXXX XXXX in trading for a {$22000.00} and {$4500.00} in cash to XXXX XXXX XXXX XXXX. dealer in XXXX XXXX XXXX XXXX and in the transaction the XXXX XXXX XXXX residual debt o {$16000.00} were cleared and the rest amount applied to my downpayment for the new car and XXXX  XXXX  that XXXX Banco Popular XXXX XXXX XXXX. The delarer first equal the monthly payments to {$950.00} then suddenly up the interest and the monthly payment $ XXXX after all was settleddown. I continued make the payments, I have an accident in XX/XX/XXXX and the car was repaired, and all parts were new original replacements, and I paid the difference amount that XXXX Insurance denied to cover. I make my payments by phone in automatic system and with bank associates. In XX/XX/XXXX XXXX XXXX washitted by XXXX XXXX and before that XXXX XXXX, both declared disasters, I was economical injury due to business discontinuty the bank denied my moratorium right because they said the loan was in late payments, they dissapeared my XX/XX/XXXX payment that I make by phone when Banco Popular acquired the ReliableBank. The Reliable Bankcontiuosly calling and threathened me that they will resposses my vehicle afte I mmake adownpayment with a trading car {$22000.00} in value and {$4500.00} in cash, and after I repaired and make all maintenance and paid my isurances policies, I went to XXXX XXXX  in XXXX and get a debt cetification. In XX/XX/XXXX the bank went to my house and took the car without any legal order, and without any police report, I have to went Banco Popular n XXXX XXXX, XXXX and they charge me again XX/XX/XXXX payment and 16 late fees charges that all summarized more than one monthly payment because they deleted the payment on my statement and asked me to pay 6 payments without moratorium or defferement on payments that they should put on the end of the loan, I have to paid more tha {$7500.00} that day to get my car back because thay have someone insidethat Banco Popular XXXX XXXX XXXX XXXX Location bank thelawyer office that tookthe car from my home interested on the car. I took a loan from my business and paid what the bank said. After that I didnot make any payments because I know that they act illegally and discrminate against me after the disaster. I have managed many crisis due o disaster at the same time and noone help me noone gave meloans, or aids to make my payments, and the lanndlord of the house that we have an verbalagreement of buy the house that I lived and payid the mortgage for 72months plus because I paid the doube amoun for each month like 144 payments on mortagage took me out of the house with a courtorder with no impartial judge that did not care nothing about my rights after the disaster. In the day that I have to move on XX/XX/XXXX I was attecked by the movers that steal 54 boxes of my moving stuff and damage and broke my kitchen oven, damage my matress with grease and dirty and damage my tables and other stuff, they make damages to two of cars gears and the bank was continuously calling me again threatened me to reposses the car. I was very sad and frightened because the movers are like 7 mens and I am alone and deseperately called the guy that previously called me to repossesthe car and said that he must come and pickup the car, and I did not gave him the keys in order that the bank should call me and coordinate a meeting to get new loan payment arrangements due to all things that Ihave suffered due to the disasters Irma and Maria Hurricane aftermath events due to the caos in the island and uncertianty, but the bank never ever called me, I called the guy and told him a friendly reminderthat he took my car without any court order. I have tomove like 85 miles away, and I was constantly traveling to XXXX for an employment position and other jobs related events, I have a crash on XX/XX/XXXX I called, I went to the bank, andthey told me many lies in order to not return my car, they said that they sold it 5 days after my accidents in less than 3 months without any auctions without any notification to me, they said that the car have a new plate and new goverment permit seal to transit on roads and highway, and when I went to goverment licensee department the car is still under my name, without newpermit with my plate, I tried to recover my car inmediatelly after my accident because I totaly lost my unique transportation on the accident and the insurance paid meand cover the lost, the Banco Popular of XXXX XXXX sold my car without any auction and without any notification and report tomy credit report the whole debt of {$100000.00} and then change to {$67000.00} and then change to {$61000.00} and then change to {$13000.00} in a deficiency when we have a 5 years contract and I put all my revious transportation in the trading and downpayment in cash and make like 29 payments of {$1100.00}. Ipaid including trading, downpayment, insurance policies, repairs, maintenance, monthly payments, late fees approximately amount {$84000.00} plus in ruft summarizedtransactions and have suffered from bank associates in each contacting events by phone calls, by personally visited the banks location discrimination due to my economical enjury due to business discontinuity due to declared disasters survivor. They denied me the option to put the 6 payments at the end of the loan because they deleted my XX/XX/XXXX that Imake by phone call from my statement in a very convenient way for them. They discrimianted me they treated me like you don't deserved to have a XXXX due to my appearance, my gender and my age, and my backgroun when I come from the island not from the metrozone, they bias and not saw that I have a previous XXXX that I included on the transaction. They humilliated me and have the car in their possesion because the lawyer that took the car from my house onXXXX XXXX, XXXX XXXX XXXX XXXX told me by phone that he have the car and gave maintenance. Also they went on XX/XX/XXXX to XXXX XXXX and ask for a new set of keys and are using my car. An denied me the right to arrange the payments or modified the loan because Ihave to returned my boat to Banco Popular in order to received my money from my Certificate of Deposit because the denied me the right to have a loan without a collaterall as same conditions as other citizens due to my gender, due to personal status of divorced, and due to my age and due to my background. I need my car They reported to my credit report debts that I did not have because they took my car from my home and denied the access to get it back and denied me the right to rearrange or modified the loan after the disaster and put me a veru higher intereste in order to took all my moeny from my accounts. I submitted all documentation in the claim that I make about XXXX XXXX XXXX XXXX  because the actions that make Banco Popular of XXXX XXXX was to intentionally damaged my credit in order to denied me the option to have my stuff, they have a personal agenda against me in bias and discrimnated way. I finance a {$7500.00} for the XXXX XXXX XXXX  price {$84000.00}. 
1.I gave my XXXX XXXX XXXX in trading and received from the dealer transaction {$22000.00} on XX/XX/XXXX and the unit have a residualdebt of {$16000.00} that was covered with the amount that the dealer put for the trading, and have a amount {$5400.00} plus I gave in cash {$4500.00} all summarized {$9900.00} of downpayment in cash and the balance from price will {$74000.00} they add plate and permits charged of $ XXXXand the total amount to finance was {$75000.00} they increased the interest to7.95 % and put a residualcharges of $ XXXXXXXXso the amount {$96000.00} plus my down payment {$9900.00} on {$100000.00} for the value of the car at the end. I tried to refiance before XX/XX/XXXX with Penfed but they did not want tofinance because said that the car was overvalued and the market value to XX/XX/XXXX was {$48000.00} like more tha {$60000.00} in the difference that XXXX XXXX  and Banco Popular overvalue the car. I make payment number 1 of {$1500.00} and have to pay 64 payments of {$1100.00} and then 1 payment of {$21000.00}. The loan payments started at XX/XX/XXXX and have to pay on XX/XX/XXXX without late fees. Ipaid on insurance policies # 1 {$1700.00} policy # XXXX with check XXXX of my account ending onx XXXX.On accident repairs I have topay {$1100.00} of $ XXXXcars accident repairs costs. I did not have the paper where I wote down the XX/XX/XXXX payment confirmation numeber because I was driving on Highway XXXX in the morning and lost the paper in the moving and they called and I resposed the called and authorized the payment. They took revenge on me and put all payments afterMay XXXX late each monthsThe monthly payments where 2 {$1100.00} at XX/XX/XXXX, payment 3 {$1100.00} XXXX, # 4 XX/XX/XXXX {$1100.00}, # 5 XX/XX/XXXX {$1100.00}, # 6 XX/XX/XXXX {$1100.00}, # 7 # 8 # 9 they put on moratorium but not at the end of the loan, payment # 10 make a payment of {$7100.00} ( XX/XX/XXXX waspaid XX/XX/XXXX and have to repayment, 16 extracharges of $ 57.90/each+ XXXX and XXXX payments XXXX, # 11 {$1100.00} XX/XX/XXXX, # 12 {$1100.00} XX/XX/XXXX, # 13, # 14, missed or deleted frommy statement, # 15 {$1100.00} XX/XX/XXXX, # 16 XX/XX/XXXX {$1100.00}, # XXXX {$1100.00}, # 18 {$1100.00} on XX/XX/XXXX, # 19 on XX/XX/XXXX {$1100.00}, # 20, # 21, after the hurricanes hitted XXXX XXXX. The payments to insarnces were approximate for XXXX, {$1700.00} plus {$200.00} the dealer charge after the transaction, for XXXX {$1600.00} and for XXXX they pretend to charge me {$2400.00} on policy # XXXX plus permit seal in {$300.00} like to {$5400.00} payments on insurances policies. When I went to the bank after they took mycar from my home without any orderthey charged me and obligated me to make a payment in order to recover my car XX/XX/XXXX {$1100.00}, XXXX XXXX {$1100.00}, XX/XX/XXXX {$1100.00}, XX/XX/XXXX {$1100.00} and XX/XX/XXXX {$1100.00} without any arrangement or refinance plus XX/XX/XXXX payment of {$1100.00} plus 16 charges of {$57.00}. aND SAID THAT THE DEBT UPTO XX/XX/XXXX IS {$61000.00}. They gave mesome documentation intentionally they kept a certification updatewith the payment that I make to recover the car and gave me the old certification that I paid before, so paid for two same certification and they change the debt amount from XX/XX/XXXX to XXXX 2018said that the debt is {$66000.00} they change it too {$68000.00} $ XXXX that they charge me for the lawyer and towing services that I did not have to pay because I did not contracted them and they did not have a court order to remove my car after the disasters without any arrangement in order to steal the payment of {$7200.00} approx that I make on XX/XX/XXXX. Between certifications there are a difference of {$1400.00} that they pretends to steal me and charge me after deleted the XX/XX/XXXX payment.

Company response to consumer: Closed with explanation