Consumer complaint received 2026-01-14 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:
I am submitting this complaint regarding Banco Popular de Puerto Ricos improper handling of a credit card fraud investigation and billing dispute. 

I am the primary account holder of the credit card account. I timely reported multiple fraudulent transactions and fully complied with all requests for information. I have no prior history of disputes or fraud claims with Banco Popular and have consistently maintained my account in good standing. 

On XX/XX/XXXX, Banco Popular issued written notices stating that it had concluded the investigation and determined that the disputed transactions were authorized and not fraudulent. Following those determinations, Banco Popular advised me in writing that I had the right to request copies of the evidence and documentation relied upon to reach that conclusion. 

On XX/XX/XXXX, I submitted a formal written request requesting the specific evidence supporting the banks conclusions, including merchant documentation, investigative records, and any XXXXparty information relied upon. At no time did I request reconsideration, reopening, or continuation of the investigation. I solely requested the production of evidence that should already have existed if the investigation had been properly concluded. 

Banco Popular failed to provide any of the requested evidence. No merchant records, third-party confirmations, or investigative documentation were produced. 

Subsequently, on XX/XX/XXXX, Banco Popular issued a new written communication stating that the investigation was continuing, directly contradicting its prior written notices that the investigation had already been concluded. 

During this period, Banco Popular continued to charge interest, increased my minimum payment, and calculated balances that included disputed amounts, despite representing in writing on XX/XX/XXXX that interest and payment obligations related to disputed charges would not be imposed during the investigation. 

Additionally, after my written request for documentation, activity consistent with a chargeback being initiated occurred with the related payment processor, as reflected by subsequent negative balances. At the time Banco Popular stated the investigation had been concluded, I had not received any indication that the merchant or payment processor had completed its investigation or that a chargeback had been initiated. 

Due to Banco Populars continued failure to provide the requested evidence, I submitted a second written request on XX/XX/XXXX, again requesting the documentation supporting the banks conclusions. No evidence has been provided to date. 

As a direct result of Banco Populars actionsincluding concluding an investigation without producing evidence, failing to provide documentation upon request, issuing contradictory communications, and billing interest during an active disputeI was forced to assume additional credit obligations, including applying for new credit lines and transferring balances to avoid further interest accrual. 

Banco Populars conduct demonstrates a deficient and contradictory investigation process, improper billing during an active dispute, failure to mitigate consumer harm, and a lack of transparency required under applicable consumer protection laws.

Company response to consumer: Closed with explanation