Banco Popular de Puerto Rico Complaint: Closing/Cancelling account

#1791101 17 Feb 2016

Credit card

Complaint #1791101 submitted on 02/17/2016 relating to Banco Popular de Puerto Rico. Complaint relates to Credit card - Closing/Cancelling account .

Complaint was submitted via Web and sent to the company on Wednesday 17th February 2016.

Narrative (may be redacted).

I canceled a VISA card issued through Banco Popular because they are impossible to deal with including issues such as : you ca n't pay the credit card on line unless you have a checking account at Banco Popular, the wait time for their 'help ' line is always in Spanish first even though you press the number for English, and the wait time on the customer service lines is at least 20 minutes and many times up over one hour and many times they cut you off before finishing the call resulting in multiple calls.
So, i canceled the card and destroyed the card as they indicated in the letter that I should. I still had a balance on the card so the following month I go up on line to access the bill so I can go to the local Banco Popular to pay it as I had to do every month and lo and behold they have shut off my on line access. After two days and many hours on hold I finally talk with someone and explain I still need to access the account. They refuse to let me do that because I have 'canceled the card ' so they 'canceled my on line access '. So i tell them to send me paper bills. They send one XX/XX/XXXX and none this month. Today I went into local Banco Popular bank and have the branch manager call them to access our account. She was on hold over 30 minutes and then they told her wrong department, transferred her!!! and that line said it was an estimated wait of one hour! So she gave up and said there was nothing she could do!!! Is n't it my RIGHT to get a billing statement every month?

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