Consumer complaint received 2017-10-22
Company: POPULAR BANK
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
In the month of XXXX i opened a checking account and in the month of XXXX someone started making transactions with out having XXXX to my card. which makes me think that my card has been duplicated. The following dates are from the transactions that i did n't do and did not give authorization. 
XXXX XXXX transaction of {$35.00} XXXX XXXX transactions of {$32.00}, {$94.00}, {$100.00} XXXX XXXX transaction of {$61.00} XXXX XXXX transaction of {$100.00} XXXX XXXX transaction of {$230.00} XXXX XXXX transactions of {$32.00}, {$4.00}, {$240.00}, {$440.00}, {$87.00} XXXX XXXX transaction of {$12.00} XXXX XXXX transactions of {$32.00}, {$20.00} XXXX XXXX transactions of {$11.00}, {$41.00} XXXX XXXX transaction of {$34.00} XXXX XXXX transaction of {$34.00} XXXX XXXX transaction of {$50.00} XXXX XXXX transaction of {$50.00} XXXX XXXX transaction of {$50.00} XXXX XXXX transaction of {$50.00} XXXX XXXX transaction of {$50.00} In the month of XXXX, I noticed what was going on because i was going to withdraw money from my account and there was no more funds available for the amount of {$1500.00} that i needed.Therefore i went to the bank to get an explanation. The bank only told me that that they would only be able to respond for the month of XXXX and XXXX and they could n't do anything about the previous months for XXXX to XXXX. At that moment i asked for my account to be frozen and i was told that there was no problem with that and i was even given a new card with a new number. On XXXX XXXX i received a call from the bank around XXXX PM. In which i was asked if i gave authorization to a transaction of {$50.00} to which i said no. On XXXX XXXX i went to the bank with my daughter and spoke to XXXX. Who was n't able to give us any information in regrades to the call that was made the day before form there branch to me. Since she was n't able to give us any information she called the XXXX whose name is XXXX XXXX and asked her is she was the one who had called me. she said yes but that it was only to inform me that i was getting {$100.00} back for the month of XXXX and XXXX. Which is not true. I was n't told that at the time of the call. After that my daughter asked to see where in the system it said that the account had been frozen and XXXX said that there was n't anything indicating that the account was frozen. So i asked for my account to be frozen and to show me where it said that i wanted my account to be frozen. XXXX put a note on all windows that said that i could n't do any type of transaction unless i went to the bank personally until i gave the order for that to be removed. From there XXXX said that the bank was going to investigate but the investigation could take up to XXXX to XXXX days. Which i agreed to because this account is from my money and i trusted the bank. That is why i need to get my money back.

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 monetary relief