Notice

We have been made aware that a third-party core provider of financial transaction processing and information technology services, Evertec, had a cybersecurity incident that affected certain personal information associated with some customers of financial institutions in Puerto Rico, including Popular.  Our systems were not affected by this incident.  

Our customers’ well-being is our most important concern. We are sorry for any inconvenience caused by this situation.

Evertec notified us that on May 13, 2026 they learned of unauthorized access to data maintained by an external service provider platform that they use to support system performance. 

In response to this incident, we have enhanced fraud monitoring measures and are assessing the situation closely with Evertec to protect our customers.  Evertec will communicate with our affected customers directly as appropriate via mail.

As a reminder, we will never contact our customers to request or validate our customers’ confidential information.

As an additional precaution and courtesy, Evertec is offering access to 24 months of complimentary credit monitoring and identity protection services through Experian IdentityWorks^SM. Details of this offer and instructions on how to enroll in the services may be found in the letter sent by Evertec to affected customers.

• Activate Mi Banco Alerts: Sign up to receive instant notifications about account transactions and activity through push notifications, emails, or text messages (SMS). For additional information, access here.
  
  
• Use our On/Off feature in Mi Banco Mobile  App: Temporarily lock and unlock their debit cards in the Mi Banco app. Learn more here.
  
  
• Also, we encourage all customers to change passwords regularly, use strong and complex passwords and enable 2-step verification where possible. For more information about 2-Step Verification, access here.
  
  
• Remember to never share your passwords or PINs with others. For more tips on how to protect your account, access here.

For individuals with a Social Security number assigned by the United States Government, we also recommend the following: 

• Order A Free Credit Report and Delete Information Relating to Fraudulent Transactions. Customers are encouraged to periodically obtain a copy of their credit report, free of charge, from each nationwide credit reporting agency whether or not they suspect any unauthorized activity on their account. If they detect any fraudulent transactions, we recommend that they have information relating to any such fraudulent transactions deleted. To order a free credit report, visit www.annualcreditreport.com, call toll-free at (877) 322-8228, or complete the Annual Credit Report Request Form on the U.S. Federal Trade Commission’s (“FTC’s”) website at www.consumer.ftc.gov and mail it to Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281. The three nationwide consumer reporting agencies provide free annual credit reports only through the website, toll-free number or request form.
• Monitoring. Customers should always remain vigilant for incidents of fraud and identity theft by reviewing bank and payment card account statements and monitoring credit reports for suspicious or unusual activity and immediately reporting any suspicious activity or incidents of identity theft. They can contact the FTC to learn more about how to protect themselves from becoming victims of identity theft, how to report incidents of identity theft, and how to repair identity theft: Federal Trade Commission, Consumer Response Center, 600 Pennsylvania Avenue, NW, Washington, DC 20580, 1-877-IDTHEFT (438-4338), www.ftc.gov/idtheft/.
• Consider Placing a Fraud Alert on Their Credit File. To protect themselves from possible identity theft, they should consider placing a fraud alert on their credit file. A fraud alert tells creditors to follow certain procedures, including contacting them, before they open any new accounts or change existing accounts. For that reason, placing a fraud alert can protect them, but also may delay when they seek to obtain credit. Initial fraud alerts last for one year. Victims of identity theft can also get an extended fraud alert for seven years. Customers can place fraud alerts with the three credit bureaus by phone, by mail, or online (see below). The bureau they contact will notify the other two bureaus about the fraud alert. For more information on fraud alerts, they also may contact the FTC as described above. 
   

• Consider Placing a Security Freeze on Their Credit File. They also have the right to place a security freeze on their credit report. A security freeze is intended to prevent credit, loans, and services from being approved in their name without their consent. Unlike a fraud alert, they must place a security freeze on their credit file at each consumer reporting agency individually.
  
  To place a security freeze on their credit report, they must make a request to each consumer reporting agency by phone, by mail, or online (see below). The consumer reporting agencies may require proper identification prior to honoring the request, so to place the security freeze for themselves, their spouse, or a minor under the age of 16, they will need to provide name, address for the past two years, date of birth, Social Security number, proof of identity and proof of address as requested by the credit reporting company. After receiving the freeze request, each credit reporting company will send a confirmation letter containing a unique PIN (personal identification number) or password, which will be required to lift the freeze, which they can do either temporarily or permanently. It is free to place, lift, or remove a security freeze.

For additional questions or concerns about the incidaent, visit Evertec’s dedicated landing page at https://info.evertectrends.com or contact Evertec's dedicated call center at +1 866-242-1613, available between 9:00 AM and 9:00 PM AST. You can also contact TeleBanco Popular® at 787-724-3659.