Complaint #1562073 submitted on 09/12/2015 relating to Banco Popular North America. Complaint relates to Bank account or service (CD) Certificate of deposit - Account opening, closing, or management .
Complaint was submitted via Web and sent to the company on Thursday 17th September 2015.
My father died in XXXX, 2015 leaving his assets in a trust. As successor trustee I am liquidating all of the assets and distributing the proceeds to the beneficiaries of the trust. I have had trouble doing so with XXXX asset, a certificate of deposit with e-loan bank. I first sent the required information to what turned out to be the wrong address for the bank on XXXX XXXX, 2015. I resent all of the information ( death certificates, trust information, instructions ) to the correct address on XXXX XXXX. When I had not heard anything, I called e-loan bank around XXXX/XXXX/2015. I was told that the letter of instruction had to be notarized. In my previous conversations, I was not told this requirement and none of the other banks I worked with required this.
I sent the notarized letter of instruction to E-Loan bank on XXXX/XXXX/2015. On approximately XXXX/XXXX/2015 I called e-loan bank and was told that my letter of instructions had not been received. It turns out that all of the offices of e-loan bank are located in XXXX XXXX, XXXX XXXX even though their mailing address is in XXXX XXXX, XXXX. The representative told me they were having trouble getting mail from the XXXX XXXX office. I had another letter notarized and tried sending it directly to the XXXX XXXX office at the address I was given but it was return undeliverable.
On approximately XXXX/XXXX/2015 I again called e-loan bank and was told that my letter had been received and had been sent to the legal department for research. When no check had been received on XXXX/XXXX/2015, I called once again and was told the check had been mailed on XXXX/XXXX/2015. It is now XXXX/XXXX/2015 and the check has not arrived. It is not possible to speak with anyone at e-loan bank who has any authority. There is apparently no one in the United States I can communicate with. When the account was opened, there was no indication that this bank was anything but a bank operated totally within the United States.
| Company | Banco Popular North America |
| Complaint ID | 1562073 |
| Date Received | 09/12/2015 |
| Product | Bank account or service (CD) Certificate of deposit |
| Issue | Account opening, closing, or management |
| State/ZIP Code | VA 221XX |
| 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 09/17/2015 |
| Result | Timely Response: Yes, Consumer Disputed: Yes |
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