Consumer complaint received 2020-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: POPULAR BANK
State: CA

Complaint narrative:
The purpose of this letter is to demand a Federal Bank Audit of Banco Popular / XXXX XXXX XXXX for their handling of my loan # XXXX / XXXX, XXXX XXXX XXXX XXXX, # XXXX, XXXX XXXX, CA XXXX. 
There appears to be fraud, waste, abuse and theft related to my account, all documents attached : 1. Statement dated year end XXXX claims total principal paid to be $ {$3800.00}. 
2. Statement XXXX XX/XX/XXXX claims total principal year-to-date paid to be {$350.00} 3. Statement XXXX XX/XX/XXXX claims principal paid last month to be {$260.00}, and principal paid year-to-date to be. {$0.00}!!! 
4. The Customer Account Activity Statement received XXXX XX/XX/XXXX for the period of XXXX XX/XX/XXXX to XXXX XX/XX/XXXX shows only eleven payments when in fact twelve were made. Furthermore the statement shows there {$21.00} late charges ( when in face none were ever late ) but only two {$21.00} late charge adjustment reversals to correct the erroneous cash applications to correct loans. 
5. The original loan Note clearly advises payment to XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX CA XXXX or at a different place if required by the Note Holder. Payments have variously been made to XXXX XXXX XXXX, Banco Popular bank branches in XXXX XXXX XXXX, CA and XXXX in New Jersey. The fact is under FDIC rules effective and timely payment can be made to any official lender corporate POP Point of Presence. Payments made to Banco Popular corporate headquarters in XXXX XXXX, Florida to the attention of the Bank President XXXX XXXX XXXX certainly constitutes a valid holder of the Note ( Banco Popular ) POP. 
6. In a letter dated XXXX XX/XX/XXXX Banco Popular has written to me claiming my Mortgage Payment is Past Due even though I have signed certified registered USPS mail confirmation of timely mailing of my payment directly to Banco Popular President Mr. XXXX XXXX. 
7. To add idiocy to insanity, Banco Popular has mailed a letter dated XXXX XX/XX/XXXX announcing Reassignment of Case Manager. The letter claims Ms. XXXX XXXX is the new case manager with a phone number of XXXX extension XXXX. When dialed and answered this number provides no opportunity to dial any extension number and thus no access to Ms. XXXX XXXX. 
8. A senior XXXX management team member named Mr. XXXX XXXX titled Sub-Servicing along with his immediate scaler supervisor Mr. XXXX XXXX titled Managing Director Client Relations and his immediate scaler supervisor Mr. XXXX XXXX titles Senior Vice President Enabling Functions have all reviewed and agreed to refuse to accept my payments. Yes, this esteemed high and mighty XXXX team acting as hired-hand contract agent for Banco Popular is threatening to refuse payments on 32 ( thirty-two ) separate loans because their OCR cash application front end is unable to properly account for money. XXXX management must be held to account ; Mr. XXXX XXXX claimed he possess a written legal opinion form XXXX attorneys allowing payment refusal ; but refused to provide any copy of same to me. 

Banco Popular Mr. XXXX XXXX has never deemed it necessary to respond to any letters or payments I have sent to him. Banco Popular is completely unresponsive, instead deferring all  communication responsibility to their hired-hand contractor XXXX  Based on the cited and provided documents I believe there is gross waste, fraud, abuse and theft with my loan noted herein. 

I demand the FCIC Federal Bank Auditor examine this travesty of accounting and apparent theft of my payments and failure to account for my timely payments in full. I request Banco Popular be forced to provide monthly principal and interest accounting for every month since Note inception XXXX XX/XX/XXXX. I request Banco Popular be forced to identify all late charges and all late charge adjustment proving all have been removed. I request Banco Popular write a separate individual letter for each and every misapplied payment creating credit history damage to each of the three credit reporting agencies for each monthly misapplication ( XXXX XXXX XXXX  ) requesting removal of derogatory credit reporting.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation