Turns and Appointments at Branches

• 1. What is the Turns and Appointments service?

  This is a new and faster way to assist with your banking needs at our branches. With this new service, you can coordinate, in advance, to get a turn or schedule an appointment to receive our services from a bank consultant.

• 2. What is the difference between a turn and an appointment?

  You can get a turn for the same day to be attended in the branch in a matter of minutes. You can schedule an appointment for future dates, at your convenience.

• 3. For which transactions can I coordinate a turn or an appointment?
  • Deposit Accounts
    • Open accounts, IRA and CD
  • Credit Products
    • Obtain credit products¹
  • Make wire transfers
  • Claims
    • Report claims
    • Follow up on existing claims
  • ATH^® Debit card
    • Assign a PIN to an ATH^® debit card or ATH^® International
    • Cancel or replace an ATH^® debit card or ATH^® International²
    • Request or activate an ATH^® debit card or ATH^® International
  • Request payment coupons
  • Obtain confirmation letters
  • Receive assistance with Mi Banco and ATH Móvil³
  • Additional services
    • Change of address or telephone number
    • Order checks⁴
    • Request:
      • Stop payments⁵
      • Copy of account statements and copy of checks⁶
      • Account services
• 4. What do I need to coordinate Turns and Appointments?

  You only need Internet connection and a smartphone or computer.

• 5. How do I coordinate a turn?

  Access here and select “Obtain a Turn”. Then, select the transaction you want to make and the branch, followed by your contact information. Upon completion, the system will present the status of your turn. While waiting, you will receive text messages⁷ to keep you informed about the status of your turn.

• 6. Where do I view the status of my turn?

  If you register through the web, you can view the status of your turn in the last screen of the registration through your mobile device or computer.

• 7. Can I lose my turn?

  If you are not present at the branch at the the time you are called, you can lose your turn. However, you can register again if you still need our services.

• 8. How do I request an appointment?

  Access here, choose the transaction you want to make, the branch to visit and the date and time more convenient for you. Then, enter your contact information and complete the registration. You will receive through text message⁷ the confirmation of your appointment and by email, the details of your appointment. In addition, to keep you up with your appointment, you will receive a second text message⁷, and email as a reminder.

• 9. How do I know my appointment was confirmed?

  You will receive a text message⁷ confirming your appointment and an email with the details of your appointment as confirmation.

• 10. How far in advance should I schedule an appointment?

  All appointments must be made at least the previous day.

• 11. How long do I have to arrive at my appointment?

  You will have a 15-minute grace period before and after your appointment.

• 12. How can I change the time or day of my appointment?

  You must cancel your appointment by clicking on the link that appears in the email we sent you as a reminder. Then you can make a new appointment.

• 13. How can I cancel an appointment?

  You can cancel your appointment at any time by clicking on the email we sent you as a reminder.

• 14. Can I coordinate two or more appointments?

  Only one appointment per customer per day will be allowed. However, you can coordinate appointments for different days.

• 15. With a single appointment, can I make several transactions or receive more than one service?

  Yes. Tell our employees that you want to make more than one transaction, and they will gladly assist you.

• 16. How secure is it to make an appointment or take a turn?

  It is very secure. Only our employees will have access to your registration data. The requested data will only be used for managing your visit to our branch. In addition, our internet pages are safe. Always verify the https in the address bar of the registration pages from your mobile device or computer when obtaining a turn or making an appointment.

• 17. Is there a cost for this service?

  This service is free-of-charge. Notifications by SMS is a free service Banco Popular de Puerto Rico offers its clients. Charges may apply for text messages or data excess, according to your cell service plan.

• 18. What is the benefit of this service?

  This service saves you time and provides the convenience of waiting for the turn in your car, drinking a coffee or visiting your favorite store. You will also be serviced on the day and time most convenient to you, according to the schedule established by each branch.

• 19. What happens if I lose my smartphone? How can you identify me?

  Our consultants can identify you with your name, phone number, or turn or appointment number.

• 20. Which documents do I need to bring to the branch at the time of my turn or appointment?

  The requirements and documents depend on the transaction or service you will receive. To learn the requirements to open a deposit account, access here.

• 21. Can I register through any electronic device?

  You can register through any device or computer with access to Internet, by accessing here from your favorite browser.

• 22. If I cannot register through electronic means, is there any other way?

  You can register in person once you arrive at the branch. Speak with one of our bank hosts or hostesses who will gladly help you complete your registration.

• 23. Can I coordinate a Turn or Appointment at any branch and at any time?

  The service is offered at selected branches. The availability of Turns and Appointments is subject to the service hours of each branch. Access here the locator of our branches to find out which branches offer this service.

• 24. Where can I get additional information?

  You can access here or ask any of our branch employees.