Consumer complaint received 2020-08-13
Company: BANCO POPULAR DE PUERTO RICO
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Below is my previous email from my other complaint. 
I am requesting the funds collected to be returned to us per CFPB guidelines We were in process to close this loan for over 6 months there has to be a lending law violation. We paid close to {$1100.00} and nothing was accomplished. There was no understanding of loan structure and or government requirements for financials. 
Processor was incompetent. Below is the timeline of all of the events that can be accessed thru their e-consent portal of documents. 

I explain the loan purpose from day one to loan officer XXXX XXXX who never even bother to call after fee was paid. 

I will be sure to tell everyone not to use this financial company. They have been the worst. 

********************* To Whom It May Concern ; REF : Popular Mortgage Inc from PR In the beginning of XXXX XXXX XX/XX/XXXX ). I started the process of requesting a refi to cash out $ XXXX on my property that I own in XXXX XXXX. The process was started with Loan Officer XXXX XXXX XXXX from Popular Mortgage. A full financial package was submitted at that time. Disclosure and estimated Fees and cost were sent to me and I agree electronically thru the Lending portal and paid the Fee of {$990.00} on XX/XX/XXXX. On XX/XX/XXXX, I was notified of additional doc needed and they were submitted no later than XX/XX/XXXX. Since this time this loan has been touch by XXXX XXXX XXXX of which he is the only XXXX speaking person I have been able to communicate with and has been very helpful and XXXX XXXX XXXX ( Processor ) whom seemed to be overwhelmed and not knowledgeable of the intricacies of the processing procedures on this loan. As of XX/XX/XXXX the file must have been assigned to XXXX XXXX and since then she's been asking for additional docs and claims every time to be some kind of docs deficiency. I have sent numerous copies of Bank Statement, Paystubs, tax returns and w2. I have followed up with her via email to find out the status with no acknowledgement of email or confirmation of receipt. Most of the time XXXX answers me as he is the one that can speak clearly in XXXX. Appraisal was completed on XX/XX/XXXX and second inspection completed on XX/XX/XXXX due to earthquake. XXXX has yet to submit file to Underwriting and half of the time she isn't aware of what is going on with the file and seems very confused from documents provided. I have given her the benefit of the doubt that that file is progressing along but we are now in the fifth month of this transaction with no approval or better yet an idea of when a decision let alone closing will happen. All doc request letter can be found on their loan doc portal with dates. I have inform them numerous time that I have been unable to upload any docs to that portal and this is the reason these are being emailed to them personally. I have yet to receive a resolution on getting this fixed. As of today XX/XX/XXXX, I have reached out to XXXX one more time to follow up and she is still telling she hasn't had the time to review file because she had other file that she ws working on. On XX/XX/XXXX, I reached out to XXXX Supervisor XXXX XXXX XXXX to whom I explained everything that was going on and she advised that she would review the file with XXXX and get back to me. I sent the Supervisor copies of the email of me trying to follow up in getting a status of the loan. I also sent her copies of docs that were requested and thru the portal you can see the timeline of all the notice and deficiencies XXXX was asking for. I tried to explain to XXXX that my payroll company change but I was still employed by the same co and its stated on the paystubs but she was unclear and didnt understand was very confused. Then she asked for additional info for XXXX XXXX and they were submitted the next day. She didnt understand what a federal Tax Return Refund was. I know as of XX/XX/XXXX the XXXX of PR issued a Stay at Home order. Not sure what process was followed for business continuity by BPPR in order to serve their customer. It wasnt until XX/XX/XXXX that another processor by then name of XXXX XXXX reached out to me to let me know that my file was reassigned to him and that he was trying to help me move this long, because the Appraisal was going to expire by XX/XX/XXXX. At that point I notified him that I had switch jobs and had started a new job as of XX/XX/XXXX with another company. A new VOE and new financials were submitted as requested but in XXXX XX/XX/XXXX was a Holiday so nothing had been done and he hadnt reviewed the docs. On XX/XX/XXXX, I sent XXXX a personal contact of an HR rep at my company to request a new verification of employment and wanted to confirm he received all of the other financials requested. On XX/XX/XXXX I was sent another notice that required additional information from the Underwriter. This was quickly responded and additional docs were submitted by end of day on XX/XX/XXXX. XXXX XX/XX/XXXX, I received a call from XXXX stating that loan is viable and the appraisal is due to expired and that he would request and extension for 15 days however it might also expire due to the current status of the COVID19 pandemic. XXXX stated that I might be required to pay another fee for a new appraisal. This is by far very unfair as for the past four month MrsXXXX XXXX XXXX in-compententcies and being overwhelmed hinder her from moving my file along in order to prevent expiration and approval.

Company response to consumer: Closed with explanation