Consumer complaint received 2023-02-08
Company: BANCO POPULAR DE PUERTO RICO
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Following are the events that have occurred since the process started : XX/XX/XXXX, XXXX the Realtors sent the package to Loss Mitigation BPPR via email XX/XX/XXXX an email was sent to Loss Mitigation asking for the status of this case XX/XX/XXXX HMP Properties sent an email to XXXX XXXX in loss Mitigation with some documents requested to me On XX/XX/XXXX The professional in charge of the appraisal visited the property. I never received the appraisal from Loss Mitigation Department XX/XX/XXXX - XXXX XXXX has been asking for the approval letter from XXXX XXXX and there was never a formal approval letter. XXXX XXXX  asked Loss Mitigation also for the appraisal because it was never sent to me. Once XXXX XXXX received the appraisal sent it to me. 

XX/XX/XXXX XXXX I wrote a letter asking for a reconsideration of the appraisal. 

XX/XX/XXXX - XXXX XXXX of Loss Mitigation department send an email letting me know that the reconsideration letter was received and sent to the corresponding department XX/XX/XXXX - XXXX XXXX sent an email to XXXX XXXX to know if the reconsideration was approved. She answered that I should receive a response in 30 days from the date the letter was received by loss mitigation. I never received that letter. Then she gave the number that I should call for status which is XXXX. I never received status for my case calling to this number and I never received a reconsideration to the appraisal. 

XX/XX/XXXX - There was still no approval letter. Loss Mitigation only gave XXXX XXXX  the amount and expenses approved, but there was never a formal approval letter. 

XX/XX/XXXX, XXXX XXXX XXXX answered to XXXX XXXX  that my case was submitted again to XXXX XXXX because by the time to close, the approval will be expired and also that the collateral was requested on this date and will take XXXX weeks for Loss Mitigation to receive it. She also let them know that once a new BPO and net proceed were received that will begin the closing process XX/XX/XXXX - XXXX XXXX  was giving constant follow up. XXXX XXXX from Loss Mitigation wrote again that they were waiting for the collateral and XXXX XXXX approval XX/XX/XXXX - After following up, XXXX XXXX XXXX received another email telling that loss mitigation was waiting for XXXX XXXX answer XX/XX/XXXX - HMP Properties received another email from loss mitigation with the status that were still waiting for XXXX XXXX  answer XX/XX/XXXX - XXXX XXXX wrote to XXXX XXXX for status XX/XX/XXXX, XXXX XXXX answered that Loss Mitigation waiting still for XXXX XXXX This will be a cash transaction. I really appreciate that my case can be escalated so we can close this month as soon as possible. I want my case to be managed with the seriousness it deserves. I am very frustrated with all this process. It has been XXXX months since we started the process and all we get is that there is still no approval from XXXX XXXX. I also request that a formal approval letter is sent to my XXXX XXXX XXXX, XXXX XXXX XXXX. 

I hope to know about a solution for my case. 


Thank you XXXX XXXX  XXXX Best Regards,

Company response to consumer: Closed with explanation