Consumer complaint received 2024-04-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a detailed complaint against Popular Bank concerning an ATM deposit discrepancy and the bank 's subsequent handling of my claims. On XX/XX/XXXX, at approximately XXXXXXXX XXXX, I attempted to deposit three XXXX bills ( {$300.00} in total ) into my account ( ID XXXX ) at ATM # XXXX. The machine only processed two of the bills, resulting in a deposit of only {$100.00} into my account, despite all bills being genuine. ( The machine kept two {$100.00} bills and returned back one to me. ) Upon noticing the error of only {$100.00} being credited to my account, I filed a claim with Popular Bank within 48 hours of the incident, on XX/XX/XXXX. I was assigned claim number XXXX. On XX/XX/XXXX, I received a response via regular mail in which the bank acknowledged the possibility of an error but concluded that the claimed error did not occur. The letter 's contradictory nature and the repeated mention of an " error '' raised concerns about the thoroughness of the investigation. 

Following the bank 's advice, I requested the documents used to base their decision. On XX/XX/XXXX, I received truncated documents. However, with my background as a XXXX XXXX, I identified two distinct timestamps that corroborated my claim : genuine notes were detected at XXXX XXXX and XXXX XXXX, validating that two {$100.00} bills were accepted by the ATM. 

I contacted the bank again on XX/XX/XXXX, speaking with an employee named XXXX XXXX. I explained how the documents supported my claim and requested a further review of my case. XXXX XXXX opened a new claim, number XXXX. However, the response to this claim was a dismissive letter that failed to address the specific facts of my situation and stated that the case was closed. 

In-Person Visit and Lack of Follow-Up : As a last resort, on XX/XX/XXXX, I visited the " XXXX XXXX XXXX '' branch of Popular Bank and discussed my situation with the branch manager, XXXX XXXX XXXX XXXX XXXX Despite acknowledging the discrepancy highlighted by the timestamps, she informed me that the ATMs are managed by a third-party and implied that the branch could not resolve the issue directly. This visit, recommended by one of the bank 's letters, resulted in further disappointment due to misdirection and lack of subsequent communication promised by the branch manager. 

Current Status : As of today, XX/XX/XXXX, there has been no follow-up contact from the bank or any progress toward resolving my complaint. This series of interactions not only highlights the financial loss but also illustrates a pattern of disregard for customer concerns and a lack of accountability from Popular Bank. 

The bank 's handling of my claims has been disdainful and unempathetic, causing significant distress and loss of productive hours. The lack of professionalism and failure to adequately investigate and address the discrepancy has compelled me to seek assistance from the CFPB. 

I respectfully request the CFPB 's intervention to ensure a comprehensive investigation is conducted and to help facilitate a fair resolution. The evidence I have provided clearly supports my claim, and I believe that my rights as a consumer have been violated.

Company response to consumer: Closed with monetary relief