Consumer complaint received 2026-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
To Whom It May Concern, I am submitting this complaint to request assistance regarding a denied credit card dispute associated with an unresolved airline ticket refund involving XXXX and XXXX XXXX, as well as the handling of my dispute claim by XXXX XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I purchased airline tickets through the XXXX application in the amount of {$2100.00}. On XX/XX/XXXX, I was notified that the flight itinerary had been canceled because XXXX canceled the flight. At that time, XXXX informed me that I would receive an immediate partial refund and that the remaining refund balance would be processed by XXXX and could take up to 90 days to appear on my credit card. Acting in good faith and following the merchants instructions, I waited the requested timeframe before filing a formal dispute. Beginning in XX/XX/XXXX, after the 90-day period had passed, I began contacting XXXX repeatedly regarding the pending refund balance of {$1500.00}. Since then, I have made weekly phone calls and sent multiple emails attempting to resolve the matter. XXXX customer service representatives consistently stated that they were still waiting for a response from XXXX. However, when I requested evidence that the refund request had actually been submitted to the airline, including a case or reference number, XXXX failed to provide any documentation. Additionally, XXXX advised that they could not locate any refund request, claim, or processing activity associated with my reservation or name submitted by XXXX. As a result, I found myself trapped between XXXX and XXXX, with each party redirecting responsibility to the other while no actual resolution was provided. Throughout this process, I continued relying on XXXX representations that the refund was being processed. I subsequently filed a dispute with Banco Popular under XXXX XXXX XXXX dated XX/XX/XXXX. However, I recently received notification that the bank denied my claim because it was submitted more than 60 days after the statement date. I respectfully believe this decision fails to account for the specific circumstances of this case. The delay in filing the dispute was directly caused by the merchants repeated assurances that the refund was actively being processed and by the instruction to wait up to 90 days before escalating the matter. Had I known no actual refund process had been initiated, I would have disputed the charge earlier. I believe this situation involves misleading business practices and potentially fraudulent conduct, as I was induced to delay filing a claim based on representations that the refund was forthcoming while the applicable dispute window continued to expire. I am requesting assistance in reviewing both : 1. The merchants failure to provide the promised refund or proof of processing. 2. Banco Populars denial of the dispute despite the documented circumstances that caused the delay in filing. I respectfully request that this matter be reviewed and that assistance be provided in recovering the outstanding refund amount of {$1500.00}. I am prepared to provide supporting documentation, including : * Proof of purchase * Cancellation notices * Communications with Hopper * Records of follow-up attempts * Banco Popular dispute correspondence Thank you for your time and consideration. Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief