Consumer complaint received 2022-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: BANCO POPULAR DE PUERTO RICO
State: TX

Complaint narrative:
Mortgage Loan Since XX/XX/XXXX, I have been asking for documents that establish the status of the procedures of loss mitigation process without being successful. All the information requested has not been provided. The financial institution, Banco Popular, represented by XXXX XXXX XXXX at the time, referenced a communication on XX/XX/XXXX that I did not receive or was notified of. On XX/XX/XXXX the same representative was requesting additional information for the closing of the loan and again no information on the status was provided. All the attempts to be in the loop of the information shared with the other party on the loan have been withheld from myself, including regular mail notifications. 
On XX/XX/XXXX I requested again a certification of the procedures made at the moment in order to work on the loan modification, and the requested information was not provided ( Receipt transaction XXXX, claim XXXX ). On XX/XX/XXXX it was requested from the bank by its representative, XXXX XXXX XXXX evidence of cancelation of a mortgage that was obtained before I was a title owner of the property. This was explained to the representative. The deed of sale with the information requested highlighted was provided the next day ( XX/XX/XXXX ). On XX/XX/XXXX the representative indicated that the above-mentioned was been considered by the legal department in order to proceed with the closing of the modification of the loan. On XX/XX/XXXX I requested to receive the reasons for the withholding of the process for information that was already provided and that demonstrated that I had nothing to do with it since the transaction was made before I was the title owner of the property. Response to this and many other questions were again not provided by the bank or its representatives. 
On XX/XX/XXXX It was requested to XXXX XXXX information on the status of the process of loss mitigation. The representative informed me that the process was going to be open until XX/XX/XXXX and that there were 2 missed payments ( XXXX and XXXX ). When I requested a document that would have certified what was explained by the representative, the documentation provided did not clarify or provided in any way the information that was requested ( certification reference XXXX ). On XX/XX/XXXX I spoke directly with XXXX XXXX XXXX and expressed my intention to start the process of loss mitigation by myself. She said that she was going to consult the case and get back to me with the information. Until this day, XXXX XXXX XXXX has not established communication with me. Finally, on XX/XX/XXXX I spoke with XXXX XXXX and requested the statement of the procedures made up to this time with the loss mitigation department through claim # XXXX. At the time, XXXX XXXX verbalized that the requested documentation was going to be processed and provided by XX/XX/XXXX. 
It should be noted that up to this point I have been collaborating with all the documentation that has been requested from me, however, the bank has failed to provide the information requested and the same opportunities that the other party of the loan has been provided with. It is my intention to start a process with loss mitigation to have a loan modification and release the other part of any participation in the property. The bank has been a significant obstacle to the resolution of the situation with the other party and has depleted any opportunity to complete the process in a friendly and collaborative manner. If it is possible, I would like to speak to a Spanish-speaking agent. Thank you.

Company response to consumer: Closed with explanation