Banco Popular de Puerto Rico

Report Card
Overall Grade
Mortgages Grade
Credit Cards Grade
Bank Account Services Grade
Banco Popular de Puerto Rico is rated overall in the top 81 percentile (out of 100) based on 208 customer complaints.


Complaints Currently In-Progress
Complaints per $100K of Deposits9.9
Complaints Resolved in a Timely Manner99.5%
Resolutions Disputed by Customer31.7%
Average Time Until ResolutionUnknown

Financial Report

Owner CorporationPopular, Inc.
EstablishedJanuary, 1999
FDIC InsuredJanuary, 1999
FDIC Certificate #034968
Number of Branches2
Total Assets$26.5 Million (38th)
Total Deposits$21 Million (38th)
Total Equity$3.4 Million (37th)
Quartarly Net Income$51 Thousand (49th)

Contact Information

Corporate Headquarters
209 Munoz Rivera Avenue
Hato Rey, PR 919
Puerto Ricoflag
Data Summary
Banco Popular de Puerto Rico logo

Grade Summary

Overall, Banco Popular de Puerto Rico received a grade of "B+" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. Banco Popular de Puerto Rico is rated "B-" in Mortgages, "B+" in Credit Cards, "B-" in Bank Account Services, and "A-" in Consumer Loans. Click on any of the financial products to see how Banco Popular de Puerto Rico compares.


Banco Popular de Puerto Rico has received 208 consumer complaints since December, 2011 – more than 95% of other banks.

Of those complaints, 99.5% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' Banco Popular de Puerto Rico meets the 60-day response deadline more frequently than 58.9% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 31.7% of customers dispute Banco Popular de Puerto Rico's response to complaints — worse than 91.5% of other companies.

Most of Banco Popular de Puerto Rico's customers complain about mortgages with the primary issue being "loan servicing, payments, escrow account."

Banco Popular de Puerto Rico is primarily a commercial bank with a commercial lending specialization. Banco Popular de Puerto Rico is based in Hato Rey, Puerto Rico and is the 38th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, Banco Popular de Puerto Rico receives far more complaints than most other banks. Banco Popular de Puerto Rico recieves more complaints per customer than 98% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against Banco Popular de Puerto Rico
#Financial ProductSub-ProductComplaint IssueComplaint Count
1MortgageOther mortgageLoan servicing, payments, escrow account25
2MortgageOther mortgageLoan modification,collection,foreclosure18
3Bank account or serviceChecking accountAccount opening, closing, or management17
4Bank account or serviceOther bank product/serviceAccount opening, closing, or management15
5Bank account or serviceChecking accountDeposits and withdrawals13
6Bank account or serviceSavings accountAccount opening, closing, or management13
7Bank account or serviceChecking accountUsing a debit or ATM card10
8MortgageConventional fixed mortgageLoan modification,collection,foreclosure9
9MortgageConventional fixed mortgageLoan servicing, payments, escrow account8
10Bank account or service(CD) Certificate of depositAccount opening, closing, or management7
Responses From Banco Popular de Puerto Rico
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation189188 (99.5%)60 (31.7%)
2Closed with monetary relief2626 (100%)2 (7.7%)
3Closed without relief2424 (100%)11 (45.8%)
4Closed with relief99 (100%)2 (22.2%)
5Closed with non-monetary relief44 (100%)1 (25%)
Complaints over the Past Year