Consumer complaint received 12-02-2017 about Mortgage (Home equity loan or line of credit (HELOC)) with POPULAR BANK (CA).
Issue: Struggling to pay mortgage

Complaint: My loan was XXXX in a bankruptcy in XXXX and never reaffirmed. I received a notice in XXXX XXXX that I was being reported as delinquent on my credit as the original loan ( which was bought out by Banco Popular from the original mortgage company ) was matured and required a payment in full of {$27000.00}. I asked what I was supposed to do and was directed to submit for a refinance to avoid delinquency. I submitted the application in XXXX XXXX and was paraded through numerous requests for information, no status follow up, and each time I called in there was a different reason or request that was delaying my application. Once the application was approved for review on a refinance at the end of XXXX XXXX, it was another week before I was able to realize they were processing my refinance on a home that I did not own. After getting them to finally realize their error, they processed my application and denied me for a refinance on the home I do own. I asked the bankruptcy department at Banco Popluar what was I supposed to do and was then directed to a loan modification. I also asked if my financial information that was provided would be forwarded to the loan modification department, as they received pay stubs and my XXXX XXXX and was told yes, the underwriter for the loan modification would use that information from the refinance to assist with the loan modification. 
I submitted my loan modification application with the requested bank statements, 1 month of pay stubs, expenses, and application in the first days of XXXX XXXX. I was contacted via email from the bank on XXXX XXXX that they were requesting 2 months of pay stubs and I needed to submit that before I would be considered for a loan modification. Despite my numerous attempts to have discussions on the phone, it was my discovery that they were not logging all of my phone calls made as they stated they only had record of one phone call from me regarding the additional requested pay stubs. I informed them again on the phone at the beginning of XXXX XXXX that I did n't have the prior months pay stubs accessible and was told to send an email stating that for underwriter review. No one made any contact with me after my request was sent so I contacted the bank on the phone again for status and was told again that I needed the prior months pay stubs and they would do nothing with my account until I had the 2 full months pay stubs ( even though one full month is required for the loan modification ). I asked if I had any options as the pay stubs could not be regenerated from my company and was offering if I could get whatever report was generated from my company pay roll department and they said it should be fine. The representatives offered me no assistance with the information I could provide, I was constantly having to offer solutions to get them what they needed. The underwriter had my XXXX XXXX along with a current months paystubs but I was told that it was not enough and they were doing ME a favor by waiting this long and should have just denied this application already. I told the representative this was ridiculous and informed them that I was out of town due to the holidays and would get it to them the following week. His response to me, during that XXXX XXXX, XXXX call, was that I could think this was ridiculous all I wanted but I 'm not going to get anywhere until I provide the additional months of pay stubs. I made strong efforts to get it handled that day and was able to email over the report generated by my company payroll department. I had no contact from Banco since then and finally called them on XXXX XXXX, XXXX to which I was told that it looked like my loan modification was denied, but they were n't really sure by looking at it and would be transferred to a different representative, which at that point they hung up on me. I have had enough bullying from this company and refuse to sit by while this bank mismanages my credit and loan information. I have followed every direction and provided all the documentation that was required of the application. This loan should never have been allowed to go delinquent on my credit in the first place as it is XXXX in a bankruptcy and should have taken possession of the home. I am curious if I am being directed to go through this process as a way of Banco Popular finding a way to deceive me, put me to collections and collect a dollar amount on a property that was already released through bankruptcy.

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