Consumer complaint received 2025-10-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: BANCO POPULAR DE PUERTO RICO
State: FL

Complaint narrative:
Subject : Concern Regarding Banco Popular de Puerto Rico Requesting Copy of Military ID Potential Violation of Federal Law To : Consumer Financial Protection Bureau Message : Dear CFPB Representative, I am writing to express my concern regarding a recent communication from Banco Popular de Puerto Rico requesting that I provide a photocopy of my XXXX Military Identification Card as part of their customer authentication process. 

Specifically, the banks email stated that acceptable photo identification includes a Driver 's License, Military ID, or Passport, and directed me to send photos of the front and back of the selected identification to their email address ( XXXX ). I have included the relevant correspondence from the bank below for your review. 

This request raises serious legal and privacy concerns. According to Title 18 U.S. Code 701, the unauthorized possession or reproduction of military identification cards is prohibited under federal law. If a bank requests and photocopies a military ID, it can be reported to the banks regulator and the XXXX XXXX XXXX ( XXXX ). Banco Popular de Puerto Ricos request appears inconsistent with these protections and potentially places service members personal information at risk. 

I respectfully request that the CFPB review this matter and take appropriate action to ensure compliance with federal law and the protection of military personnels personal information. 

Thank you for your attention to this important issue. I can provide any additional documentation you may need. 

Sincerely, XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX Attachment : Bank Email ( Banco Popular de Puerto Rico ) Estimado ( a ) Cliente, FOR ENGLISH VERSION PLEASE SCROLL DOWN Para poder asistirle con XXXX autenticacin es necesario que XXXX XXXX de XXXX XXXX XXXX a XXXX XXXX la XXXX XXXX ( XXXX XXXX responder o reply a este correo ). 

XXXX con Foto Debe tomar una foto de su identificacin por ambos lados ( parte delantera y parte de atrs ). 
XXXX XXXX XXXX XXXX : XXXX de XXXX XXXX Military ID Pasaporte Documento con XXXX firma XXXX XXXX XXXX XXXX de XXXX XXXX que XXXX : XXXX ( da en que XXXX XXXX email ) XXXX XXXX XXXX de XXXX XXXX XXXX XXXX XXXX XXXX de XXXX Firma ( debe ser firma a puo y XXXX, no firma XXXX ) XXXX XXXX XXXX XXXX email, XXXX XXXX XXXX XXXX XXXX de XXXX a XXXX das laborables. XXXX posible que reciba XXXX XXXX de XXXX de XXXX XXXX de XXXX XXXX XXXX XXXX XXXX XXXX. 

De XXXX XXXX XXXX XXXX XXXX, XXXX XXXX al XXXX de XXXX al XXXX de XXXX al XXXX, XXXX de XXXX al XXXX, XXXX XXXX XXXX das las XXXX horas del da. 

XXXX, XXXX XXXX XXXX Version Dear Customer, To further assist you with your request, we need you to send us the following documents to the email address in reference : XXXX ( or replying this email ) Valid photo ID A picture must be taken from both sides Acceptable ID would be : Driver 's License Military ID Passport book or card Signed Letter A picture of a letter with your request including the following information : Full Name Phone Number Last XXXX digits of your account Date in which the email is being sent Signature made by hand ( electronic or digital signatures are not valid ) After receiving your documents, your request will be worked on within XXXX or XXXX business days. You could also receive a call from XXXX of our specialists to the given phone number, if more information is requested from you. 

If you need help or additional information with the process, you can contact our Customer Service Group from TeleBanco at XXXX, toll free at XXXX, available XXXX hours a day. 

Cordially, XXXX XXXX

Company response to consumer: Closed with explanation