Consumer complaint received 2021-01-18
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 have been a customer of Popukar bank for approximately 20 years and up until now I never had a problem or issue with service or staff. I most say this tedious experience have left me as a very displeased, overwhelmed and frustrated customer with this current situation. I do not look forward doing business with this bank after this matter is resolved. 
I went into the Popular bank branch located on XXXX XXXX XXXX where I visit often to withdraw funds as well as make deposits. I made this particular visit to inquired information regarding my son being added to my account to receive his unemployment funds. He was XXXX just finish school and was doing temp XX/XX/XXXXwork at XX/XX/XXXX, due to the Pandemic he was laid off and instructed to collect employment at the current time he did not have a bank account to receive the funds due to closure of banks. I visited my bank that was opened a few hours a day to see the procedures need for his funds to enter my account. The teller and I exchange several conversations regarding this matter she informed me that I do not need to add my son if he will not be accessing the account. I reply he will not be accessing the account only I will be contiuning all transactions on my account and she replied then you dont have to add him and it shouldnt be a problem. His funds enter my account and I begin transfer the funds to his XXXX XXXX. A week he received back money unemployment owed him and that was sent to my account as well. I went to purchase a XX/XX/XXXXcard to commute to work, im an XX/XX/XXXX and noticed my card was reading declined. I scheduled a visited to Popular, XXXX branch and spoke to the manager presented named XXXX and she informed me that the teller was new to that location and provided me with the wrong information. XXXX apologized and ensured me it would be a quick fix. She instructed me to bring in my son XXXX with his ID and unemployment statement so she could add him to the account and we could have access to his money as well as mines. I did just that and was informed 3 days later that restriction was still on due to investigation by the fraud department. I been to visit the branch will i reside due to working from home to recieve updates on my account. Popular Branch on XXXX XXXX was very informative and said it's a process but will be resolved real soon. After back and fourth and 16 complaints to consumer services. They reached out to the manager on XXXX, who then reached out to XXXX to discuss the situation. They instructed me to bring my son in with his documentation to be added to the account instructed by the fraud department. He stated it would take 24 hours for the restriction to be lift. I waited 72 hours and made a visit to the XXXX XXXX branch and spoke to the manager once again. He replied I thought the restriction was lifted and had me speak to the back-manager XXXX who apologize for all the back and fourth and he stated he will reach out to the Fraud department to expedite the restriction. I call back 2 days later and was informed XXXX no longer work for the company. I then called the branch on XXXX and learn XXXX is no longer working at the branch, I ten called XXXX to speak to the manager and he was on vacation. I called several other branches as was referred bank to the branch that had my account. My son contacted unemployment on several occasion regarding this matter and they are unaware of any problems or funds being returned. 
I was informed that the money was scheduled to return to unemployment 3 weeks ago, which makes absolutely no sense at all. My son is on the account, you have his ID and paperwork, just give me access to my funds and so I can put this experience behind me once and for all. 
This has diffidently been and horrible experience in the toughest time in history. My stimulus was sent to this account as well. I just want this matter resolved as quickly as possible. I am a very disappointedcustomer and once this matter is resolve I would like to close myaccount. 


Regards XXXX XXXX

Company response to consumer: Closed with explanation