Consumer complaint received 2021-07-13
Company: POPULAR BANK
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I would like the CFPB to be aware of the deceptive business conduct and illegal practice in which XXXX XXXX  aka Popular Bank is engaging, and I would really appreciate that all the appropriate government agencies should take precaution and legal action into the deceptive business conduct in which they are engaging in on a daily basis. 
And I am also praying and asking for help that the government should help me with my current terrible situation to which I will try to describe my situation as clear and as possible. 

But the bottom line is that I have {$19000.00} stuck in Popular Bank and there is absolutely nobody to talk to! 

Since my English is not the best anyway I decided that it is better for everyone to make it as short as possible and just get right to the point and should any additional information be needed I am sure that all of these government agencies to which I am filing my complaint will have my direct cell number and email address to contact me. 

To the best of my knowledge, I do understand that there are some government agencies, and in particular the CFPB which are self funded, which means that they can only survive if they themselves will go and take legal action against these deceptive conduct which these banks are constantly engaging in. And the reason these banks are constantly engaging in the deceptive business conduct is because they abide by the theory that they will never be caught. But I really want that all government agencies should make my case an example, so these banks will no longer be doing this, plus they will be able to sue and make billions from giving huge fines to these banks! 

Let me start as I said to make it as short as possible. On or about XX/XX/XXXX I applied online to open a checking account at Popular Bank. Shortly thereafter I received an email with instructions on how to fund my account ( I will attach a copy of that email ). 


My account number is : XXXX The next step was that Popular Bank send you by mail a signature card which is five pages long, it was meant to have your signature on file, it was also meant to ask you if you want a debit card and checkbooks, and the last two pages were simple questions as to give them a understanding how you will be using the account. And I will be attaching this as well. 

I actually really never made use of this account I actually found it very useless and I was actually thinking of closing it, but I was basically procrastinating. 

My initial deposit was posted on XX/XX/XXXX in the amount of {$25.00} from my external account ending in XXXX. 

The year XXXX I basically only had two transactions that occurred on this account, the first one is the {$25.00} initial deposit, and the second transaction occurred on XX/XX/XXXX for {$14.00} and that was for the checkbook, although I called in and told them YOU NEVER TOLD ME NOR EVEN MENTIONED ANYTHING ABOUT BEING CHARGED FOR THE CHECKBOOKS I was promised a refund, BUT THAT NEVER HAPPENED!! 

The year XXXX only had I believe 30 transactions which most of them were a $ XXXX  monthly maintenance fee and another few were a fee for CHECKS I DEPOSITED but they decided its no good and charged me a NSF fee for it. 

The real big issues all began on XX/XX/XXXX. XXXX, I also printed out the transactions so you can see exactly what I am referring to. The name of the XXXX  that I will be attaching will show those transactions and its named Started on XX/XX/XXXX As you can clearly see from my account and from the last statement and from the XXXX  that I attached and from the screenshot that I took logging in to my account via online banking, that on XX/XX/XXXX I made two mobile deposits, one in the amount of {$2000.00} and the other in the amount of {$8000.00}. Following these two mobile deposits I received a email. The first email was acknowledging that they received it, and the second email came later acknowledging that they actually accepted the mobile deposit ( I will be attaching a XXXX  printout of the emails ). Then on the 9th I deposited a check for {$9600.00}. 

So basically 99.9 % of my balance was made up of these 3 checks, and as youll see from all my attachments ( and even now as we speak ) my CURRENT BALANCE IS : {$19000.00} However, somewhere I don't know exactly which day, but it was definitely within the next two weeks after I made these mobile deposits that Popular Bank decided to RESTRICT MY ACCOUNT! But they also decided not to tell me that they RESTRICTED THE ACCOUNT! 

Since I had no idea that my account is restricted ( because even now if I want to deposit money itll gladly take it. In other words they are good at taking, but thats it! ), and in fact how in the world am I supposed to know that my account is restricted if they do not call me to tell me and when I login I clearly see that the check deposits cleared and it's available for use. 

So basically I went ahead and on XX/XX/XXXX as you can see from my transaction history, and this was the second to the last transaction on the account, I went and I wrote out a check to a business in the amount of {$19000.00} ( I will also attach a copy, a picture of the check ). 

The check was made payable to XXXX XXXX XXXX and it was meant to pay rent for a full year in advance for a three-bedroom apartment. But I received a phone call from them before I even knew that the check did not go through, because I didn't even know that Popular Bank restricted my account and they began yelling at me that they are having issues with their bank because of my check, and that their bank ( which was XXXX  XXXX XXXX ) imposed a lot of fees on them. 

I then began every single day for at least ten times a day to call Popular Bank to find out exactly what is going on with my account. So, 30 % of my phone calls just ended with the representative telling me SORRY I HAVE NO IDEA WHAT THE PROBLEM IS, EVERYTHING SEEMS TO BE OKAY. 
Another 30 % of my calls ended up with the representative telling me that I called in to late, and the department I need to speak with is closed, and then the representatives began changing the story and telling me that THERES ONE PARTICULAR PERSON THATS HANDLING YOUR ACCOUNT, AND YOU NEED TO GET IN TOUCH WITH HIM BECAUSE ONLY HE IS ABLE TO HELP YOU! But they had no idea on how to guide me or tell me how I am supposed to get in touch with him. 

So as we speak I am still calling everyday 10 times, and some reps just transfer me for hours until we get disconnected, then some reps tell me I need to call back to speak to this very special person thats handling my account, and since yesterday they began just hanging up the phone on me as they just didnt know what to do or say anymore. 

I will be attaching a lot of data proving my Identity & also that I opened the account & that everything worked perfectly fine until I guess after my 3 check deposits. 

If needed I also prepared a copy from all 3 checks that were deposited showing that they cleared, but I also got a copy from the people that gave me the check showing from their bank that it cleared and it went through. 

I apologize, I am very not professional in filing claims, but you should get an idea from all my attachments what they are. And remember you can always call, text and/or email me with any questions! 


I am requested from the CFPB to start with giving Popular Bank a HUGE fine, and it should make headlines!! 
Then I need {$6000.00} in damages as I lost that apartment for which I paid the {$19000.00} Then I need the CFPB help me get out from Popular Bank all my money that I have by them, which is {$19000.00} Thanks XXXX XXXX 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