Consumer complaint received 2023-11-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
The Banco Popular de Puerto Rico ( BPPR ), without my knowledge, foreclosed on my mortgage and sold my house in XX/XX/XXXX. The allegation of a XXXX arrears was false. In XX/XX/XXXX, a lawyer from the Bank 's Legal Division threatened me with an arrogant attitude and an angry tone, stating that she would see me in court with my lawyer. Since XXXX I have been in bankruptcy, and it ended in XX/XX/XXXX. My mortgage was assigned to Banco Popular when Doral Mortgage in Puerto Rico went bankrupt. If there was an error in the late payments, Banco Popular would not accept it to defend their lawyer or her officials who referred my mortgage to the Legal Division. I requested a historical report of my payments and received a report that is not understandable because it segregates insurance payments and repeats transactions. The Bank did not allow me to make any payment until I paid all the false debt, late fees, and automatic legal fees for referring my mortgage. This happened when the XXXX pandemic began, and they inflated the amount of the debt so that I had no way to pay off the debt. In this bank is my personal savings account and they know the balances of my savings. Since the beginning of the XXXX pandemic, I have requested federal moratoriums to protect myself from the illegal actions of Banco Popular. This Bank refused to receive my mortgage payments from XX/XX/XXXX to the present. I applied for funds from the American Rescue Plan Act ( ARPA ) from the Homeowner Assistance Funds ( HAF ) but Banco Popular refused to receive those federal funds and thus not allow me to keep my primary residence. My case number is XXXX. Banco Popular knows my savings balances and I have money to pay false late payments, but I don't have to pay false legal fees and false late charges. I requested a Reconsideration Case in the Court of XXXX XXXX, but they have not reversed the illegal process of the sale of my property. Due to the XXXX pandemic, the Governor of XXXX XXXX issued an executive order to add alternative methods to guarantee citizens to comply with the government 's procedural requirements. After XX/XX/XXXX, in a mediation process by XXXX  of the XXXX XXXX XXXX, the Banco Popular lawyer refused to receive my payments again. The Department of Housing of P.R. processed my request for funds to cover the supposed debt of my mortgage, and I understood that the Bank would not continue with the foreclosure process. I did not know that the moratorium until XX/XX/XXXX, did not apply to my type of mortgage. My home loan was {$100000.00} and my debt was {$40000.00}. The loan was for 20 years at 5 % interest with a monthly payment of approximately {$690.00} ( XXXX ). In the bankruptcy agreement, the mortgage was extended until XXXX. The bank never offered me alternatives to extend the mortgage. It also did not accept funds from the Department of Housing to pay legal and late fees. The Court employee who was supposed to help in the mediation did not inform the judge of the case the truth. The employee said that I was absent 2 times and it was not true. The judge of the XXXX did not verify the veracity of the delay and did not require any discovery in the process. It only based its position on the fact that I submitted the post-sale reconsideration and within about XXXX days of the foreclosure judgment. I was and am my father 's caregiver at XXXX XXXX XXXX between Friday and Monday and I was under quarantine on several occasions because my brother was exposed to XXXX and the Department of Health required him to do so. During XXXX I was infected with XXXX for the first time and so was my father and brother. Still, the judge did not consider my illness and that of my family in violation of my civil rights.

Company response to consumer: Closed with explanation