Complaint #1733921 submitted on 01/08/2016 relating to Banco Popular North America. Complaint relates to Mortgage Home equity loan or line of credit - Loan servicing, payments, escrow account .
Complaint was submitted via Web and sent to the company on Wednesday 13th January 2016.
After my loan was paid in full. XXXX additional automatic bill payments were made to the servicing company. I 've requested they send those payments back to me, but I was told they have no record of the payments. I faxed them proof of the checks being cashed by my bank, and they said their research department never received them. I asked if I could email them the copies, and they said no. I would be required to fax in my request. It 's been more than 2 months and I still have not received my payments refunded to me. I know the servicer has a fiduciary responsibility to apply payments, or refund over payments in a timely manner. I also experienced the same kind of issues when requesting the payoff amount in the first place. They will only accept payoff requests via fax, and there appears to be very little accountability for employees to ensure they are received and worked on in a timely manner. Before finally receiving my payoff quote, it was almost a month in time from the initial request. I do n't want other customers to have to experience this kind of servicing. Ultimately the consumers are hurt by a lack of care on the part of these type of servicers.
| Company | Banco Popular North America |
| Complaint ID | 1733921 |
| Date Received | 01/08/2016 |
| Product | Mortgage Home equity loan or line of credit |
| Issue | Loan servicing, payments, escrow account |
| State/ZIP Code | UT 840XX |
| Consumer Consent | Consent provided |
| Company Public Response | Company chooses not to provide a public response |
| Company Response To Customer | Closed with monetary relief |
| Submitted | Web 01/13/2016 |
| Result | Timely Response: Yes, Consumer Disputed: No |
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