Consumer complaint received 2018-07-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
On XX/XX/XXXX, I received a letter from XXXX XXXX establishing that the PR Property Taxes Agency haven't sent my payment requirements. I called the PR Property Taxes Agency to confirm the status. During the call the customer services representative confirmed that XXXX XXXX had a wrong property number in my mortgage record. 

On XX/XX/XXXX, I visited XXXX XXXX offices in XXXX, to informed them about this mistake and provide them with a certification of the dept that I had due to this mistake with the PR Property Taxes Agency. The total dept was {$20.00}, XXXX, XXXX XXXX was sending my property taxes payment to another client for a period of five years. XXXX XXXX was going to start an investigation of my claim. 

After providing multiple follow-ups during four weeks, XXXX XXXX was able to completed the investigation. On XX/XX/XXXX, I received a letter from XXXX XXXX and a copy of the letter they sent to the Agency. The letter they sent to the Agency had incorrect information about the owners of the property. They did not included copy of the evidence of all the payments I made in the past five years. I visited the XXXX XXXX offices in XXXX, to asked them to amend the letter, provide me with the payment evidence and to confirm if they updated my property number in their systems. 

On XX/XX/XXXX, I visit the PR Property Taxes Agency to open a case to assure they were able to fix the bank 's mistake. The Agency confirmed that XXXX XXXX did not provided me all evidence that I needed. On XX/XX/XXXX, I visited XXXX XXXX again to ask for all my payments evidence. Finally on XX/XX/XXXX, I was able to submit the case to the PR Property Taxes Agency.

The PR Property Taxes Agency updated my records in a couple of weeks. They confirmed that they did not received any information directly thru XXXX XXXX about my case. Simultaneously, XXXX XXXX adjusted my mortgage payment increasing the amount from {$2000.00} to {$2100.00}. Penalizing me due to their on mistake. 

On XX/XX/XXXX, the PR Property Taxes Agency confirmed that they adjusted my debt after they transfer all my payments. However, since XXXX XXXX was sending them a lower amount, this generate a new debt. I had a debt of {$7700.00} to the PR Taxes Property Agency and {$2100.00} of those {$7700.00} were due to interests and penalties due to the bank mistake. On XX/XX/XXXX, I pay the full amount of {$7700.00} to the PR Property Taxes Agency and open a claim with Popular Mortgage to assure they were going to cover the {$2100.00} of interests and penalties that their mistake cause me. On XX/XX/XXXX, I spoke with XXXX XXXX, Bank Manager. She mention that XXXX XXXX was going to open a new investigation and if the interests and penalties were cause by their mistake they were going to assume their responsibility. 

On XX/XX/XXXX, I received a letter from XXXX XXXX confirming that they received my claim and that they were going to transfer my case to the Bank Taxes Department for final approval. After this, I called a couple of times to provide follow up and the customer reps informed me that they were waiting for the Bank Taxes Department to process the check for the amount of {$2100.00} to cover the interests and penalties that I had to pay due to their mistake. 

On XX/XX/XXXX, I called again to XXXX XXXX to provide follow-up. XXXX XXXX, Customer Reps. told me that XXXX XXXX deposited the amount of {$2100.00} in my escrow account and I need to wait until XXXX of next year to received the money that I had to pay because of XXXX XXXX mistake. 

XXXX XXXX did not assume any responsibility thru the entire process. I do not think I should wait an entire year to received the money ; I had to pay due to the bank mistake. Every time a called or visit the XXXX XXXX offices they provide me with different information. I have been waiting for almost six month for a final resolution after opening multiple cases to solve the same issue. 

The PR Property Taxes Agency sent my information to a collection agency. I am not sure if this issue could also impact my credit. 

I will really appreciate any type of support the CFPB can provide me with this issue. 

Kind regards, XXXX XXXX

Company response to consumer: Closed with monetary relief