Consumer complaint received 2017-06-02
Company: POPULAR BANK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I am writing on behalf of my father  XXXX   XXXX , who is happily retired and resides in the  XXXX   XXXX   (   XXXX  ). He attempted to use his ATM card at an ATM machine in the  XXXX   XXXX  as he has done so for the last twelve years, since retiring to the  XXXX   and  the machine did not return his card. He was advised by bank personnel, that he should contact his ban k ( Banco Popular ) in    XXXX   XXXX  , where he opened the account, so they can send him a new one. Issue  # 1  :  Banco Popular d oes not have an  XXXX  number accesible from the  XXXX   XXXX , which made it almost impossible fo rhim to contact the bank. He had to call me in the  US (   XXXX   XXXX   ) an d have me conference in  Banco Popular who g ave him the run around, before hanging up on him several times, because they were frustrated that he ( at  XXXX   years old  and with an education level of   XXXX   XXXX  , was unable to answer the questions they were asking him. When we finally got through to a representative who was willing to assist him, she ordered the new card for him, but told him she was unable to send to his address  in  XXXX  and  he would have to travel to  XXXX  to pick-up ... He asked if he could change his mailing address to his sister 's house, so she would be able to send via   XXXX   upon receipt. The rep advised him that she would have to transfer him again to the queue, so they can assist him. He was on the phone for over an hour and the issue was not resolved. I called last week and explained the situation to a rep and she advise d me ( hi s son ) that a manager would call him back ... it is  now one w eek later, no call back, so he called again this morning and verified all his personal/pertinent information, but because he was unable to answer questions pertaining to a  XXXX   XXXX  and "  XXXX  '', they told him he was unable to update the address. When he asked who is  XXXX  and  XXXX , he was advised that the ban k security system u ses random questions, about individuals tha t may or may n ot be associated with him .... Issue  # 2 ... this totally confused him, he verified name, SSN, DOB, Address in  XXXX , amoun t being deposited into his account and they were unable to address his concern. They told him he would have to travel to  XXXX  to speak to a rep at the branch .... this is a  XXXX   year old  retired man, who lives on a fixed income and depends on these funds for his survival ... he is unable to afford a plane ticket to th e US, jus t to speak to someone in person and the next time he is scheduled to visit, is when he has a doctor 's appointment in   XXXX / XXXX . There  should be an easier way for retired individuals, who spend their whole life working in th e US and saving their small paychecks to be able to retire in peace, to be able to communicat e and resolve simple administrative issues with their financial institutions.

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