Consumer complaint received 2025-01-02 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
To whom it may concern : We are XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, and we have lived since XXXX in XXXX. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. We also have another property where my XXXX  XXXX XXXX XXXX XXXX and his family live in the same XXXX. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. 
Originally, a mortgage was taken out with XXXX to fix the properties, then XXXX in an unusual way joined the XXXX properties into a XXXX  mortgage. Due to this and other irregularities, the federal government closed XXXX and the mortgage was acquired by Banco Popular de Puerto Rico in XXXX. Banco Popular de Puerto Rico left the mortgage on both properties and added a XXXX XXXX  payable personally to the same Banco Popular. Banco Popular de Puerto Rico never allowed us to see the account, nor the statements through online banking, nor did the account appear in the credit reports. We were always informing the bank that the loan was not valid because we did not have a business, nor did we have to file annual financial statements, therefore, the loan was not valid because it was not a commercial transaction as the bank wanted to claim. 

In XX/XX/XXXX, Banco Popular reached an agreement to sign a new mortgage with deception because they did not separate the XXXX properties, leaving them in a XXXX  mortgage, nor did they cancel the commercial loan. The problems were not resolved until XXXX, when XXXX XXXX hit, where the property insurance that we paid to XXXX XXXX XXXX granted us the amount of {$36000.00} for damages to both properties and Banco Popular kept the money and did not allow the properties to be repaired, while with another deception Banco Popular gave us XXXX trails to keep the property, however, due to a XXXX or writing problem that had been there since they acquired the properties and they never fixed it. 

They refused that arrangement because we are XXXX  people and we both suffer from XXXX  where I, XXXX XXXX, suffered a XXXX with partial XXXX  on the XXXX  side and my XXXX  had to have XXXX XXXX XXXX and bypass on XXXX XXXX XXXX. 

After completing the XXXX trails, Banco Popular denied us the arrangement and charged us more than {$75000.00} for the XXXX XXXX In view of this, we hired a lawyer with the XXXX XXXX XXXX XXXX and a complaint was filed with CFPB XXXX XXXXXXXX and XXXX XXXXXXXX and another complaint was also filed at the local level to the commissioner of financial institutions of XXXX XXXX, with the result that we had to negotiate in good faith. This complaint was filed in XXXX. 

In addition, Banco Popular appraised the properties to see the damage from XXXX XXXX, where property XXXX that had been appraised in XXXX at {$250000.00} was now worth {$110000.00} and the other property XXXX and had more damage appraised in XXXX at {$650000.00}, now it was appraised at {$160000.00}, however, Banco Popular, knowing the damage to the properties based on the appraisals, offered us a XXXX mortgage and with a residual at the end of the mortgage of {$120000.00} paid {$1800.00} leaving us no other option except to give up the properties, which was the original objective. We had always tried to separate the properties since XXXX, when Banco Popular acquired the properties and after qualifying for a refinancing of {$480000.00}, the Bank unilaterally denied us that refinancing because there was a deed or registry problem caused by Banco Popular itself that did not fix it when it acquired the mortgage, leaving both properties joined in a XXXX  mortgage when we took steps to fix this matter. 

Since then, Banco Popular has called us since that time threatening to execute the properties. In XXXX of the calls, the XXXX employee told us that in XXXX, when the XXXX arrangement was ending, there was an execution and we had to pay the bank fees, however, they never presented us with the execution claim or the fees we had to pay, it was not until XX/XX/XXXX that the execution came. We went to trial and the judge ordered a good faith negotiation. In XX/XX/XXXX, an agreement was reached with Banco Popular to pay the XXXX XXXX for the amount of {$54000.00} to clear the obstacles, however, it did not allow the client, in this case, who has the right to cancel the promissory notes, but Banco Popular asked to do so to speed up XXXX XXXX process, however, XXXX XXXX began in XX/XX/XXXX for XXXX  months and we are already up to today XX/XX/XXXX and nothing has been achieved because Banco Popular has not been able to cancel the promissory notes, despite the money it demanded to cancel them. Also in XXXX, we requested a XXXX XXXX  and other loans that we qualified for and Banco Popular denied it due to the writing or registry problem. 

We consider this to be an abuse of over XXXX  years of elderly people with XXXX  or XXXX and at this point no authority has found a solution to this problem that Banco Popular caused for so long, while we continue to suffer this situation because no one seeks a solution or to investigate Banco Popular for irregularities in this mortgage loan. 

Attachment : All the evidence is in the hands of our XXXX XXXX  XXXX XXXX and will soon be sent to you, while we have had them as representation, Banco Popular has used XXXX XXXX XXXX to hinder the process.

Company response to consumer: Closed with explanation