Consumer complaint received 2023-12-13 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
We are concerned about the lack of disclosure by Banco Popular, through its representatives. 
authorized parties, vital information about your mortgage debt. Information that as a Client and mortgage debtor, has the right to receive. This lack of disclosure occurs after procedures and requests that have been made to the Banco Popular, insistently, since approximately XX/XX/XXXX. 
I include below a story that my client sent me, detailing the unsuccessful efforts. 
carried out with Banco Popular to obtain information on the balance of your mortgage loan and evidence of the receipts, issued by the XXXX, of payments to the XXXX that Banco Popular alleges, through a certification self-issued, carried out and payments to public liability insurance. Stating that said payment institution has always carried them out and it would be considered duplicity. 
On XX/XX/XXXX, we contacted XXXX XXXX XXXX to request a balance of the mortgage. the same He told us that they were out of the offices at the moment and told us to call back in the month of XXXX. He On XX/XX/XXXX, we contacted XXXX XXXX again, telling us that the balance of the mortgage that could be seen in the system was {$8800.00}. He also told us that in order to break down the account, will make payments, from that date onwards. It should be noted that the payment to cover the debt was sent on XX/XX/XXXX with check XXXX. 
On XX/XX/XXXX, at XXXXXXXX XXXX we contacted XXXX XXXX at the offices to request balance of loan. On XX/XX/XXXX we communicated again by email to request evidence of the payments that the bank alleged had made in the XXXX. This request was responded to on XX/XX/XXXX with a certification with a breakdown of payments to XXXX by Banco Popular. We analyzed the certification provided and on XX/XX/XXXX, and We proceeded to carry out negotiations with the XXXX. After that, it did not emerge from the XXXX system that The payments that were certified to us as made by Banco Popular would have actually been made. Thus the things, an email is sent to Banco Popular indicating the need to accredit payments to XXXX because they were not reflected in the XXXX records. On XX/XX/XXXX we sent an email to follow-up on the procedures related to the account regarding the XXXX. In response to our request, It sends us again the initial certification that some payments were made that did not appear as such in the XXXX. 
facts. This document on this occasion was incomplete. On XX/XX/XXXX We send email email to indicate that we would send evidence of XXXX payments and compulsory insurance payments ( policy ) and it was clarified that it was duplication of services to which XXXX XXXX responded on XX/XX/XXXX, telling us that he was on vacation. He told us that as soon as he returned he would call us back. On XX/XX/XXXX, an email is sent with evidence of payments made by our institution to both the insurance public responsibility and XXXX. Since we did not receive responses, we followed up on XX/XX/XXXX. 
unsuccessfully and we redrafted the email on XX/XX/XXXX, also unsuccessfully. On the XXXX of XX/XX/XXXX, XXXX XXXX XXXX sends a text message to XXXX XXXX for follow-up and he was answered on XX/XX/XXXX indicating that he would communicate next week because he still did not have the information. For these reasons, our lawyer wrote directly to request it and after XXXX months We managed to contact us, they asked us for the evidence that had been previously sent and they were provided again. 
all the receipts of the crime certified by the agency and certified letters from the insurance agency and they indicated to us that they could not be accepted, the same as they want the checks and receipts canceled since XXXX. To It is somewhat impossible for us to deliver all the canceled cheues and payment receipts that were made in cash Because in XXXX XXXX we lost the documents from the archives due to the flood. That's why We dedicated ourselves to going to the pertinent agencies and requesting certified receipts but to date Banco Popular does not want accept them as evidence. We are greatly concerned because we have already paid and what we want is that we be awarded approximately XXXX dollars to the amount to be able to pay off our mortgage loan which we are in the best position to pay. We submitted a complaint to the XXXX XXXX XXXX XXXX of XXXX XXXX, which made a resolution indicating to the bank that it would carry out procedures and reach agreements with the clients because they did not work with commercial loans. The resolution came out on XX/XX/XXXX and to date they have not responded. We as clients have sent three letters to reach agreements and to date we have not received responses. We already feel worried and this is affecting our health.

Company response to consumer: Closed with explanation