What should I do if I have a question about a transfer of funds that I made from an individual account to a foreign territory outside the U.S.?
If you have questions or issues regarding an individual account funds transfer to any country or region outside of the United States, please contact us within 180 days of the disclosed date of availability of the remittance transfer with the following information:
- Sender’s full name and address
- Explanation of the issue with the transfer
- Name of the person receiving the funds and, if you know it, their telephone number or address
- Amount in U.S. dollars that was transferred
- Confirmation code or reference number of the transaction
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Within 90 days of receiving your claim, we will investigate and determine whether an error occurred. You should receive the results, including notice of any remedies available for correcting any error that we determine has occurred, within three business days after completing the investigation. If we determine that there was no bank error, a written explanation will be mailed to you. You may ask for copies of any documents we used in our investigation.
Note: This does not apply to transfers made from commercial accounts including accounts using DBAs.