Consumer complaint received 2022-07-17 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: BANCO POPULAR DE PUERTO RICO
State: FL

Complaint narrative:
My complaint is about a Bank in PR  name Popular XXXX  ( Banco Popular ) : - Since XX/XX/XXXX I open a claim about double insurance : Popular XXXX insist that my 2nd mortgage need additional insurance since my actual insurance is under-coverage ( condominum type property ) and I need additional insurance. 

- I explain and I have been very clear that my first mortgage ( XXXX XXXX  XXXX  ) have the insurance on escrow, plus I call the insurance company " XXXX XXXX XXXX and they send directly to Popular XXXX every year evidence of my insurance was paid by XXXX XXXX ( which they are really the responsible for having and collect the escrow for XXXX, and in fact they are not asking for such additional insurance ). 

- Since that same period every month I do my 2nd mortgage payments on time or without lates but always I enter on the same issue or discussion ( please remove additional insurance ), because they keep saying I need extra insurance and when I ask for evidence to Popular XXXX where on my 2nd mortgage contract or sign it deed, stay that I need to pay them for extra insurance, they just send me an explanation letter but without any type of additional evidence attach. But I just continue to reminder that my first mortgage with XXXX XXXX  XXXX  have the escrow and they are the once in any case to ask for that additional insurance for my condo unit. 

- After several moths past and on XX/XX/XXXX they send me another letter or notification with same explanation, and I made my XXXX payment this time on XX/XX/XXXX ( which they take it from my checking account ), on XX/XX/XXXX they notify me that my XXXX payment was missing. And I check my records or account and was not, so I told myself maybe this a mistake, so I will not pay attention to such letter. 

- In XX/XX/XXXX I call them to make my 2nd mortgage payment of the month of XXXX ( current payment ) and the service department start trying to collect the additional insurance again and I make another claim asking for same evidence but this time I noticed that they don't apply my XXXX payment ( even that they took the money from my checking account back in XX/XX/XXXX they don t apply it because I did not pay the extra insurance, that they bought without permission or providing me sufficient evidence from my pasts claim ). I spoke with XXXX XXXX XXXX from service department on same day and explain the situation about my claims and his supervisor finally agree to apply the XXXX payment removing the late payments, since they understood, but at the same time they advice me that I need to solve my situation of the insurance before take XXXX payment, which I reply that I was waiting for them to provide me with sufficient evidence and also explain that was unfair to denied my XXXX mortgage payment, since I have a existing claim with the insurance and or service department. But he insist and don t take my XXXX payment until I provided to them that I have additional insurance. 

- On XX/XX/XXXX I call again to Popular XXXX to make my XXXX payment and they took it ( reference number XXXX for the amount of {$280.00} ), but today I noticed that my credit score when down by more than 88point, so apparently they report a late on my XXXX mortgage payment even that I made it on time back in XX/XX/XXXX. 

- I have 2 complaint with Popular XXXX 1- I need to restore my credit since I have evidence that I always did my payment on time ( XXXX and XXXX ) 2- Need to solve the open claim about the insurance. Why they are claiming that I need pay to them an extra home owner insurance. Where stay on my legal deed, mortgage note, contract sign by me etc... 

Is very abusive from POPULAR XXXX company to put a hold or deprive the right to make my mortgage payments on time when they don t provide sufficient evidence. I believe that a simple letter from them don t satisfy my claim and more when I already pay an insurance on my condominium ( XXXX XXXX XXXX ) through my first mortgage.

Company response to consumer: Closed with explanation