Banco Popular North America Bank Account Or Service Complaint

Banco Popular North America Bank account or service department,

Savings account Account opening, closing, or management California

I recently opened an account at populardirect.com, a division of Banco Popular North America. After requesting twice they delete the external account I had linked for transfers and were unsuccessful, I decided to close my account. I 've requested the account be closed and all funds returned to me over a month ago. I 've contacted them approximately 5 times and each time there is some problem why they ca n't close the account. I 've been told conflicting things each time I contact them. For example, I was told they could ACH the funds to another account once the account closure is initiated. Yesterday, on -/-/16, the customer service rep. indicated that they could only release the funds via check after I sign a document which may take -10 days to receive. They are unable to fax/email the document.