Business Profile

Bank

FirstBank Puerto Rico

Headquarters

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Initial Complaint
01/30/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Recently, my partial mortgage payment was declined, and as a result, my account now reflects a late payment.For context, I have consistently made half of my mortgage payment every two weeks, with the total amount paid equaling 100% of the mortgage by the end of the month. The check I submitted clearly indicates that it was for half of the payment due.Given my payment history and the nature of the payment, I kindly request that you review my account and correct the late payment status.I appreciate your prompt attention to this matter and look forward to a resolution.Thanks,****** ******
Business response
02/14/2025
February 14, 2025
BBB Complaint CCMS*****
Customer: ****** ******
**********************
02/14/2025
Re: BBB Complaint ***** / ****** ******
On January 31, 2025, FirstBank received a BBB complaint from ****** ******, with allegations pertaining to her mortgage loan with FirstBank.
As part of our process, the situation was referred to the pertaining departments. During our investigation, a letter addressing our resolution was forwarded to the clients address on record, on February 6, 2025.
Please refer to the document included for our comments and resolution. FirstBank is committed with providing an excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS*****.
Thank you,
******* ******** ******, Esq.
Complaints & *************** Manager
FirstBank Puerto Rico
Customer response
02/14/2025

Complaint: 22876816

I am rejecting this response because: The payment method I have been using has been in place for two years. I consistently pay half of the mortgage every two weeks. To treat me otherwise is unfair and unprofessional. Furthermore, charging late fees for payments that have already been received is unacceptable.
Sincerely,
****** ******
Business response
02/24/2025
February 24, 2025
BBB Complaint 22876816
Customer: ****** ******
**********************
02/24/2025
Re: BBB Complaint 22876816
On January 31, 2025, FirstBank received a BBB complaint from ****** ******, with allegations pertaining to her mortgage loan with FirstBank.
As part of our process, the situation was referred to the pertaining department. During our investigation, a letter addressing the resolution was forwarded to the clients address on record, on February 6, 2025. After receiving notice of the customers disagreement with our response, a second revision was made. The closing disclosure document states that no partial payments can be accepted; incomplete payments will be returned to the customer. We are confirming that we sustain our position regarding the resolution of our investigation.
Please refer to the document included for our comments and resolution. FirstBank is committed to providing excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS10755.
Thank you,
**** Martnez ******
Complaints & *************** Supervisor
FirstBank Puerto Rico
Customer response
02/25/2025

Complaint: 22876816

I am rejecting this response because: Please see attached history of payments when partial payments were never an issues.
Now in January without notice my payments are being rejected and causing credit late inquiries.

Sincerely,

****** ******
Initial Complaint
01/09/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a mortgage from this Bank on 2/28/22. Since that time it has been a nightmare. Even though I pay through my bank's bill pay system, they keep telling me that my payment was not received. I contacted my bank, ****************, and they assured me that all payments were made. Now they are threatening foreclosure. The only way I can correspond with them is through email and that will result in a form letter e-mail telling me I owe them money. They have a phone number, but when you call you are put on hold for eternity. I have never spoken to a real person. They also have a website, that you cannot ever get into. It's like it's a fake bank. I have had them cancel my insurance, through no fault of my own, only to have to get a more costly policy. The last time they threatened me with late fees I told them I was going to report them to the ***. They immediately dropped the charges. This has happened too many times to be a coincidence. I am also inundated with voice mails with a telephone number that is unreachable. They also moved twice without telling me and then attempted to charge me late fees. I do not know what kind of a mortgage bank this is, but I have never experienced such incompetence.
Business response
01/16/2025
January 16, 2025
BBB Complaint ********
Customer: ***** *****
**********************
01/16/2025
Re: BBB Complaint ******** / ***** *****
On January 8, 2025, FirstBank received a BBB complaint from ***** *****, with allegations pertaining to Bill ******* Issues with FirstBank.
As part of our process, the situation was referred to the pertaining departments. During our investigation, a letter addressing our resolution was forwarded to the clients address on record, on January 16, 2025
Please refer to the document included for our comments and resolution. FirstBank is committed with providing an excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS10719.
Thank you,
******* ******** ******, Esq.
Complaints & *************** Manager
FirstBank Puerto Rico
Customer response
01/28/2025

Complaint: 22783230

I am rejecting this response because: I never received the letter dated 1/16/25. I have received a 2024 Loan Activity statement from them dated 1/17/25 and also a fixed loan statement dated 1/17/25, which I receive every month. I did not receive the letter they say that was sent out on 1/16/25.

Sincerely,

***** *****
Business response
01/30/2025
We want to confirm that your allegations and disagreement were channeled to the pertaining departments for their awareness and consideration. We apologize for any inconvenience during the process. For us in FirstBank, you are really valuable, and the reason to be of our institution. Because of this, it is in our interest to maintain effective communication in order to bring a service of excellence.
Customer response
01/31/2025

Complaint: 22783230

I am rejecting this response because: They have resolved nothing. As far as I know I am still being charged for late fees that were not my fault. They told me they sent a response on 1/16/25 which was never received by me. They just seem to have me chase them and they never respond with a realistic answer if they respond at all.

Sincerely,

***** *****
Initial Complaint
11/14/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
CREDIT CARD/LOAN DISPUTE INACCURATE INFO REPORTED TO THE CREDIT BUREAU FIRSTBANK PUERTO RICO ERRONEOUSLY REPORTED FALSE (INACCURATE) INFORMATION TO THE CREDIT BUREAU THAT DOES NOT PERTAIN TO **** have reached out to the ************* to dispute INACCURATE/FALSE information reported by FirstBank Puerto Rico. However, FirstBank Puerto Rico Refused to remove the FALSE/ INACCURATE INFO. from the Credit Report. After which, I reached out to FirstBank Puerto and spoke with ***** ******* **************** ************** ************* located at *****************. Ms. ******* searched the system and stated that nothing appeared on her end. Therefore, she referred to Reach out to FirstBank Puerto via email ****************************************** On 11/14/24, FirstBank Puerto Rico was notified (via email) that I have never applied for a credit card/loan digital or otherwise nor have I redeemed a pre-approved offer to obtain one. I DO NOT RESIDE NOR HAVE I EVER RESIDED IN PUERTO ***** With that said, It is very frustrating and upsetting when one learns inaccurate data was inappropriately reported to the ************* against you!!! Please help investigate and resolve this highly sensitive matter at their earliest convenience and have them REMOVE WITHOUT ANY FURTHER DELAY THIS INACCURATE DATA from my Credit Report.Partial Acct # ************.... ***. $1,504.00 Obtained from Credit Report Thank you!Respectfully,****** ******
Customer response
11/16/2024
Attached is a screenshot dtd 11/15/24 from **************** MyCredit Guide stating that First Bank Puerto Rico has been reported to Experian as past due which has caused my 850 FICO Score credit file updated to a Delinquent Account.
I have worked very hard to maintain an Excellent Credit Score. Please help to have this inaccurate information that does not pertain to me REMOVED from my credit history report at their earliest convenience.
Thank you!
Respectfully,
****** ******
Business response
11/27/2024
November 27, 2024
BBB Complaint ********
Customer: ****** D. ******
**********************
Re: BBB Complaint ******** / Customer- ****** D. ******
On November 22, 2024, FirstBank received a BBB complaint from ****** D. ****** claiming that FirstBank reported incorrect information to the credit agencies.
During our investigation, we identified that the complainant provided an incomplete account number. An attempt was made to locate the complainant in our systems using their name, but no matching records were found. Additionally, the complainant did not provide a postal address or Social Security number. We have exhausted all available alternatives to locate the account.
********************** is committed with providing an excellent service. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS10623.
Thank you,
*. ******
Complaints & SCRA Management
FirstBank Puerto Rico
Customer response
11/27/2024
Dear BBB
Attached is an email copy from First Bank of Puerto **** dated 11/22/24, requesting the full name of the Credit Cardholder ******* **** ********* as it had appeared on my credit report.
I trust this information provided to First Bank of Puerto **** fully addresses and rectifies this FRAUD ACTION at hand and that all necessary steps are taken to REMOVE this error promptly from my Credit Report as my Credit Score is Drastically Declining!!!

Kindly please notify me as early as possible (via email) this issue has been resolved.

Again, Thank you for your time and consideration.
REGARDS!

Happy Thanksgiving!
****** *. ******
************, **
*************
***********************
11/27/24

Customer response
11/27/2024

Complaint: 22554895

I am rejecting this response because:
Attached is an email copy from First Bank of Puerto **** dated 11/22/24, requesting the full name of the Credit Cardholder ******* **** SEPULVEDA as it had appeared on my credit report.
I trust this information provided to First Bank of Puerto **** fully addresses and rectifies this FRAUDULENT ACTION at hand and that all necessary steps are taken to REMOVE this error promptly from my Credit Report as my Credit Score is Drastically Declining!!!

I appreciate their quick response.

Again, Thank you for your time and consideration.

REGARDS!

Happy Thanksgiving!
****** D. ******
************, **
*************
***********************
11/27/24

Sincerely,

****** ******
Business response
12/02/2024
We conducted a search with details provided and we could not locate a record that could match with your name, phone number, partial address or with the partial account number. Mrs. ******* we are not refusing to remove inaccurate information from your credit report. For FirstBank to complete your request you must contact the First line *************** ************ TTY ************ o al ************** to provide your complete personal information as stated in our past letter. Once we receive the information requested a claim will be registered and the response will be sent to your postal address.
Customer response
12/10/2024
Better Business Bureau
Serving Southeast Florida and the Caribbean
****************
*************************
**************************

RE: Complaint (ID ********* Submitted On 11/14/2024 Against FirstBank Puerto Rico.

Dear ****** *.

In response to FirstBank Puerto Ricos request (via Better Business Bureau) dated 12/2/24, inquiring that I provide My Complete Personal Information.   On 12/9/24, 2:09 pm, the ************* was notified that FirstBank Puerto Rico has reported my credit as delinquent.   The ************* was also notified that even after several attempts providing FirstBank documentations stating that I am Not a Customer, ********************** refuses to remove inaccurate information from my credit report, unless I provide them with My Complete Personal Information.

With that said, the ************* has strongly advised NOT TO DISCLOSE ANY PERSONAL INFORMATION, other than my current phone number and email address for communication purposes only.

In any case, FirstBank has been notified to pinpoint the root of the problem at their earliest convenience and resolve it to effectively preventing the problem from recurring in the future.

On 12/9/24, 2:29 pm, I spoke with ****** **** of First ******************** *************) at FirstBank, who had confirmed receipt of my email reply dated 11/24/29 11:29 pm, where I had provided the Name of the Credit Cardholder as requested by FirstBank. Nonetheless, FirstBank had not yet responded to my email.

Please note on 12/10/24, I have reached-out to FirstBank via email requesting an immediate investigation and correction of the significant error appearing on my credit report which has caused a negative impact on my Credit Score.

Below is the details (as it appears on the attached documentation) provided to FirstBank regarding the Credit Cardholder who holds a Credit Card, issued by First Bank:

******* **** Sepulveda
Urbanization **********************
Calle Anoranza
Caguas, PR 00725-5828
Partial Credit Acct # ************....
Opened May 2010
Recent Balance: $1,504 as of Oct 2024

Attached are documentations provided to the ************* from FirstBank.  One of which appears to be a Bank Statement pertaining to FirstBanks Customer, ******* **** *********.  The second documentation is a copy of my Credit Guide Credit Report from **************** which reflects inaccurate information reported by FirstBank.   These two documentations were also provided to FirstBank as well.

I have also requested FirstBank to find a swift and effective solution to
1) Remove inaccurate information reported on my Credit Report;
2) Take appropriate Corrective Action;
3) Pinpoint the root of the problem and resolve it to effectively prevent future occurrence; and
4) to Provide confirmation of the Corrective Action taken within 10 calendar day.

Respectfully,
****** Macres
***********************
**************

Customer response
12/10/2024

Complaint: 22554895

I am rejecting this response because: according to FirstBank Puerto Ricos request (via Better Business Bureau) dated 12/2/24, inquiring that I provide My Complete Personal Information.   On 12/9/24, 2:09 pm, the ************* was notified that FirstBank Puerto Rico has reported my credit as delinquent.   The ************* was also notified that even after several attempts providing FirstBank documentations stating that I am Not a Customer, ********************** refuses to remove inaccurate information from my credit report, unless I provide them with My Complete Personal Information.

With that said, the ************* has strongly advised NOT TO DISCLOSE ANY PERSONAL INFORMATION, other than my current phone number and email address for communication purposes only.

In any case, FirstBank has been notified to pinpoint the root of the problem at their earliest convenience and resolve it to effectively preventing the problem from recurring in the future.

On 12/9/24, 2:29 pm, I spoke with ****** **** of First ******************** *************) at FirstBank, who had confirmed receipt of my email reply dated 11/24/29 11:29 pm, where I had provided the Name of the Credit Cardholder as requested by FirstBank. Nonetheless, FirstBank had not yet responded to my email.

Please note on 12/10/24, I have reached-out to FirstBank via email requesting an immediate investigation and correction of the significant error appearing on my credit report which has caused a negative impact on my Credit Score.

Below is the details (as it appears on the attached documentation) provided to FirstBank regarding the Credit Cardholder who holds a Credit Card, issued by First Bank:

******* **** Sepulveda
Urbanization **********************
Calle Anoranza
Caguas, PR 00725-5828
Partial Credit Acct # ************....
Opened May 2010
Recent Balance: $1,504 as of Oct 2024

Attached are documentations provided to the ************* from FirstBank.  One of which appears to be a Bank Statement pertaining to FirstBanks Customer, ******* **** *********.  The second documentation is a copy of my Credit Guide Credit Report from **************** which reflects inaccurate information reported by FirstBank.   These two documentations were also provided to FirstBank.

I have also requested FirstBank to find a swift and effective solution to
1) Remove inaccurate information reported on my Credit Report;
2) Take appropriate Corrective Action;
3) Pinpoint the root of the problem and resolve it to effectively prevent future occurrence; and
4) to Provide confirmation of the Corrective Action taken within 10 calendar day.

Respectfully,
****** Macres
***********************

Sincerely,

****** ******
Customer response
12/10/2024
Complaint: 22554895
REVISED!!!
I am rejecting this response because according to FirstBank Puerto Ricos email request (via Better Business Bureau) dated 12/2/24, FirstBank is inquiring that I provide My Complete Personal Information in order for FirstBank to file a claim and remove the inaccurate information from my credit report.

However, on 12/9/24, 2:09 pm, the ************* was notified that FirstBank Puerto Rico has reported my credit as delinquent. The ************* was also notified that even after several attempts providing FirstBank documentations stating that I am Not a Customer, ********************** refuses to remove inaccurate information from my credit report, unless I provide them with My Complete Personal Information.

With that said, the ************* has strongly advised NOT TO DISCLOSE ANY PERSONAL INFORMATION, other than my current phone number and email address for communication purposes only.

In any case, FirstBank has been notified to pinpoint the root of the problem at their earliest convenience and resolve it to effectively preventing the problem from recurring in the future.

On 12/9/24, 2:29 pm, I spoke with ****** **** of First ******************** *************) at FirstBank, who had confirmed receipt of my email reply dated 11/24/29 11:29 pm, where I had provided the Name of the Credit Cardholder as requested by FirstBank. Nonetheless, FirstBank had not yet responded to my email.

Please note on 12/10/24, I have reached-out to FirstBank via email requesting an immediate investigation and correction of the significant error appearing on my credit report which has caused a negative impact on my Credit Score.

Below is the details (as it appears on the attached documentation) provided to FirstBank regarding the Credit Cardholder who holds a Credit Card, issued by First Bank:

******* **** Sepulveda
Urbanization **********************
Calle Anoranza
Caguas, PR 00725-5828
Partial Credit Acct # ************....
Opened May 2010
Recent Balance: $1,504 as of Oct 2024

Attached are documentations provided to the ************* from FirstBank. One of which appears to be a Bank Statement pertaining to FirstBanks Customer, ******* **** *********. The second documentation is a copy of my Credit Guide Credit Report from **************** which reflects inaccurate information reported by FirstBank. These two documentations were also provided to FirstBank.

I have also requested FirstBank to find a swift and effective solution to
1) Remove inaccurate information reported on my Credit Report;
2) Take appropriate Corrective Action;
3) Pinpoint the root of the problem and resolve it to effectively prevent future occurrence; and
4) to Provide confirmation of the Corrective Action taken within 10 calendar day.

Respectfully,
****** Macres
***********************
Customer response
12/10/2024
Re: 12/2/24 Images of FirstBank Unable to locate Customer in ********************** System

Dear BBB,

Ive uploaded a copy of FirstBank images regarding Unable to locate Customer in their System.  ******************** and foremost, It is obvious, If a bank "cannot locate my name on their system," it means they do not have a record of a bank account associated with my name, essentially indicating that I do not have an active account with that bank; which simply means that I never opened an account with **********************.

AS I HAVE REPEATEDLY INFORMED FIRSTBANK, I have never applied for any credit card, digital or otherwise, nor have I redeemed a pre-approved offer to obtain one.  Furthermore, I DO NOT RESIDE NOR HAVE I EVER RESIDED IN PUERTO RICO.

Therefore, the information (name and address) they should be entering in their system should be:  ******* **** *********, Urbanization ************************************************** 00725-5828.  All this information and supporting documentation has been provided to FirstBank numerous times.

With that said, I Urgently Request for FirstBank to Remove inaccurate information reported on my Credit Report, I also request that FirstBank take appropriate Corrective Action; pinpoint the root of this problem and resolve this issue effective immediately and Provide confirmation of the Corrective Action taken within 10 calendar day.

Respectfully,
****** D. ******
12/10/24 11:12 PM
Initial Complaint
08/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I just paid my loan off I had additional payments left due to moving 2 payments back pluss late fees. I had a direct debit on my account for $ ****** so when I made my last one they took without telling me the remaining balance owed $ ******. I realize it when I went to pay my house I didnt have the money to pay it. Its that legal what they did? All they had to do is let me know I would have made a payment plan for the remainder plus I had a direct debit for my loan not for the remaining balance.
Business response
08/26/2024
Good afternoon,
****** *. on August 19, 2024, we requested an extension until August 30, 2024, to complete the investigation. The email that was sent requesting the extension was included in the document attached.
Regards!
Business response
08/30/2024
August 30, 2024
BBB Complaint ********
Customer: ***** *********-*******
**********************
8/30/2024
Re: BBB Complaint #******** / Customer-***** *********-*******
On August 13, 2024 we received complaint number ******** from ***** **************** through the Better Business Bureau. Immediately following the receipt of this
complaint, it was referred for investigation to the proper business units. However, we have not
been able to complete our investigation within the prescribed 10 calendar days provided by the
bureau. Looking for the best interest of our customer, we want to ensure that the investigation
is duly completed and that we have all relevant information to attend our customer's desired
resolution.
********************** is fully committed with compliance of any regulation that affects our operations and,
furthermore, with the full satisfaction of our clientele. Therefore, as soon as our investigation is
complete, we will provide our response through this channel.
Thank you,
******* ******** ******, ****
Complaints & *************** Manager
FirstBank Puerto Rico
Customer response
08/30/2024
In reality they didnt say much. They said that they have to wait until they do the full investigation. I think that is fair, I guess we will have to wait. All they have to think is that I paid my loan off they should have called me and we would have made a payment plan for the rest. But no they go around and take the whole amount in one shot and take the money I had for my house, you could imagine what went through my mind. So I guess we have to wait on them. Thank you
Customer response
09/03/2024

Complaint: 22125544

I am rejecting this response because:they have 10 days just like every body. When I spoke to one of their customers service **** and i explained that because of what they did I could not pay my house in time. They didnt do anything about it.

Sincerely,

***** *********
Business response
09/20/2024
On 8/12/2024, FirstBank received a BBB complaint from customer Mr. ***** *********, with allegations pertaining to his Personal Loan with FirstBank.
As part of our process, the situation was referred to the pertaining departments for investigation and management. As part of our process, we registered Complaint #***** for investigation. A letter addressing our resolution will be forwarded to the clients address on record, to detail our conclusion.
FirstBank is committed to providing an excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS*****.
Thank you,
******* ******** ******, Esq.
Complaints & *************** Manager
FirstBank Puerto Rico
Business response
09/20/2024
Refer to attached.
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The reason for this complaint is this, I have a debt with first Bank due to an involuntary repossession of a vehicle. On August 11 2023 I was told the debt was $3359.00. I have been calling the every few weeks since August in February 12 2024 I received a new letter with a different amount of $6144.00 which I called immediately I was told that the insurance company and the warranty company did not return funds. I was told that I needed to make contact with the company which I did. I got first bank proofs that payments had been made. Representative stated that there was a problem with the amount because it was not being reflected on the balance. They said they would contact the supervisor and as of today everything I call the supervisor is in a meeting. I requested a payment history and payment dont reflect. I need the bank to give me an explanation on whats going on.
Business response
04/17/2024
April 17, 2024
BBB Complaint ********
Customer: ***********************
**********************
4/17/2024
Re: BBB Complaint ******** / Customer-***********************
On April 9, 2024, FirstBank received a BBB complaint from ***********************, with allegations pertaining to her Auto Loan with FirstBank.
As part of our process, the situation was referred to the pertaining departments. During our investigation, a letter addressing our resolution was forwarded to the clients address on record, on April 16, 2024.
FirstBank is committed with providing an excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS10072.
Thank you,
******************************* ******, Esq.
Complaints & SCRA Department Manager
FirstBank Puerto Rico
Initial Complaint
03/26/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to file a formal complaint against First Bank ************** regarding unauthorized withdrawals made by ************************* on my deceased son's account in 2021.On April 3rd 2021, my son, ********************* passed away, leaving behind various financial obligations and assets, including account ********** with First Bank **************. Following his passing, it has come to my attention that *************************, who is not an authorized user on the account, made multiple withdrawals totaling over $3238.00 This unauthorized activity is deeply concerning and unacceptable. It is clear that First Bank ************** failed to uphold proper security measures and protocols to safeguard the assets of its customers, particularly in the event of death. ***************************** access to and withdrawal of funds from my son's account without proper authorization is a serious breach of trust and banking regulations.I have attempted to resolve this matter directly with First Bank **************, but they have been unresponsive and have failed to take appropriate action to address the situation. Therefore, I am seeking your intervention to investigate this matter thoroughly and ensure that appropriate measures are taken to rectify the unauthorized transactions and prevent such incidents from occurring in the future.I am requesting the following actions to be taken:* A thorough investigation into the unauthorized withdrawals made by ************************* on my deceased son's account.* Reimbursement of the full amount withdrawn by *************************, totaling $3238.00, along with any associated fees or charges incurred.* Assurance that appropriate disciplinary action is taken against any individuals responsible for negligence or misconduct in handling customer accounts.Im also demanding ********************** ************** to pay a fee of $25000 for the financial hardship I was put through for the funeral cost, and other financial obligations I had to take. on after my son's death
Business response
04/08/2024
April 3, 2024
***********************
281 Strawberry Hill
************* ** 00820
Complaint #CCMS10047
Dear **************:
We are grateful for the opportunity to address the concerns outlined in your complaint dated March 26, 2024. Our dedication to providing outstanding service remains steadfast, and your feedback is crucial in ensuring we consistently meet and surpass the expectations of our clients.
Regarding the issues you raised:
l .An unauthorized individual withdrew $3,238.00 from your son's account.
2. The bank failed to uphold adequate security measures and protocols to safeguard customers' assets in the event of death.
We have concluded our investigation, and here are our findings:
l . On April 13, 2021, we were informed of your son's passing when you visited the branch to arrange funds for funeral expenses.
The death certificate confirms the date of death as April 3, 2021.
We reviewed and noted that there were eight (8) transactions on the account between April 3, 2021, through to April 12, 2021.
You were advised of the balance that was available at the time, and you raised concerns.
You indicated that an individual who was known to your son appeared to have access to the account, and you were advised to file a report with the police.
The Bank complied with the subpoenas related to the police report and provided the requested documents to the authorities.
Historical data indicates similar transactions during the account holder's lifetime.
There is no record of the account holder filing a complaint or claim in relation to these historical transactions.
Following death notification on April 13, 2021, no further transactions were permitted on the account, except in relation to funeral expense claim, and eventual closure of the account.
Based on our investigation, it was determined that although the transactions occurred after the death of the account holder, they were not unusual; and the protection of the account was put in place upon notification of death. There were no unauthorized transactions occurring after we were notified of the account holder's death.
We have no evidence of a designated beneficiary or any court documents appointing an estate administrator. However, we suggest that you follow up with our local ***************** regarding any updates or restitution related to this matter,as indicated by the police report filed in connection with the case. Please note that we are not informed of the findings or final conclusions of police investigations.
We appreciate your understanding and cooperation in resolving this issue. If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely
*****************************
District Manager St. Croix
Customer response
04/10/2024

Complaint: 21487520

I am rejecting this response because: First Bank Puerto **** is FDIC insured and Fraud was committed. I already made the police report which most banks required when it comes to Fraud. First Bank Puerto **** is liable for all funds that withdrawal from the account. If these demands are not met, we can take this matter to court immediately. First Bank Puerto **** has acknowledged in the response that fraud did indeed happened, so there should be no issue refunding
The fund that was illegally taken. The First Bank employees allowed this situation to happen because they were aware of this happening at the time and they mentioned it to me when I brought the police report and death certificate. This is the fraud that takes place on this island because everyone knows someone and they plot on the deceased and older customers and steal their money. I am not the only person going through this with this bank.
Sincerely,

***********************
Business response
04/12/2024
On 3/26/2024, FirstBank received a BBB complaint from ***********************, with allegations pertaining to her deceased sons Convenience Account with **********************.

As part of our process, the situation was referred to the pertaining departments. Upon conclusion of our investigations, a letter dated April 3,2024, addressing our resolution was forwarded to the clients address on record.

In summary, when *************** visited the branch on April 13, 2021, to access funds to assist with her sons funeral expenses, she was advised of the available balance. She then indicated that a third party known to her, and her son, had access to the account. Upon the Bank being notified of account holders death, on April 13, 2021, the account was protected, and no further transactions were allowed. *************** was advised to report the matter to the Police since she is aware of who had access to her sons account and card. ******** subsequently responded to all subpoenas in relation to the Police report.   In our letter dated April 3, 2024, we recommended that *************** refers to the Police for an update on their investigations.

We confirm that we sustain our position in relation to the resolution of our investigation.

FirstBank is committed with providing an excellent service to our customers. In case of any further questions,you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number *****, ***** & *****.
Business response
04/12/2024
On 3/26/2024, FirstBank received a BBB complaint from ***********************, with allegations pertaining to her deceased sons Convenience Account with **********************.

As part of our process, the situation was referred to the pertaining departments. Upon conclusion of our investigations, a letter dated April 3,2024, addressing our resolution was forwarded to the clients address on record.

In summary, when *************** visited the branch on April 13, 2021, to access funds to assist with her sons funeral expenses, she was advised of the available balance. She then indicated that a third party known to her, and her son, had access to the account. Upon the Bank being notified of account holders death, on April 13, 2021, the account was protected, and no further transactions were allowed. *************** was advised to report the matter to the Police since she is aware of who had access to her sons account and card. ******** subsequently responded to all subpoenas in relation to the Police report.   In our letter dated April 3, 2024, we recommended that *************** refers to the Police for an update on their investigations.

We confirm that we sustain our position in relation to the resolution of our investigation.

FirstBank is committed with providing an excellent service to our customers. In case of any further questions,you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number *****, ***** & *****.
Business response
04/12/2024
In summary, when *************** visited the branch on April 13, 2021, to access funds to assist with her sons funeral expenses, she was advised of the available balance. She then indicated that a third party known to her, and her son had access to the account. Upon the Bank being notified of account holders death, on April 13, 2021, the account was protected, and no further transactions were allowed. *************** was advised to report the matter to the Police since she is aware of who had access to her sons account and card. The Bank subsequently responded to all subpoenas in relation to the Police report.   In our letter dated April 3, 2024, we recommended that *************** refers to the Police for an update on their investigations.

We confirm that we sustain our position in relation to the resolution of our investigation.
Customer response
04/12/2024
Complaint: 21487520

I am rejecting this response because: I took the necessary steps to report this to the authorities by bank laws First Bank Puerto **** supposed to return the money due to the bank being federally insured. I do not know the lady who took the money, and how does First Bank Puerto **** allowed someone who name is not on the account take the money. The problem is First Bank Puerto **** is unprofessional and they allow their friends to steal people money because the manager at the Bank knew the money was taken and allowed it. I will be taking this matter to court since First Bank who is federal insured don't want to honor the bank procedure. FIRST Bank Puerto **** is in violation of 18 U.S.C 1344 and 18 U.S.C 2113

Sincerely,

***********************
Initial Complaint
01/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
ATROSHES..Horrible service. Individual Departments where Supervisors DO NOT have good Communication and therefore never Solve Anything. Since November 9,2023 I have called because according to them they did not receive the vehicle policy and they increased my payment by applying their own policy.I sent email evidence that the policy was sent on time. According to the insurance department They did not receive it, I sent everything again plus AGAIN proof that it has been sent several times. They charged me $367.00 extra dollars that I paid as a difference that did NOT correspond to me so that they would not affect my credit as they entered the policy with a promise to credit the difference paid to the next payment and they still keep calling for another charge of $17.00
Business response
01/18/2024

16 de enero de 2024

************************************
HC 20 BOX 10929

******                    ** 00777

Ref: 86-71331897

Estimado ******************:

Me dirijo a usted referente a su solicitud de investigacin sobre los documentos del seguro enviado para la unidad RAM **** 2022.

De la investigacin surge que los documentos de la pliza enviados en el servicio no se pudieron trabajar porque cuando se verificaron la carta de pago y la pliza tenan el nmero de motor incorrecto. Se procedi a solicitar la correccin a Universal, pero estos nos enviaron la licencia de la unidad con la que generaron los documentos y el nmero de motor no era el mismo que nuestro contrato y por ende nuestro sistema.

Luego de realizar varias gestiones proced a comunicarme con usted para validar la informacin. En la conversacin del 1/11/24, se verifico la licencia renovada que **** contra la pliza de Universal y notamos que la informacin no era la misma por lo que me indico que gestionara con la compaa la correccin de estos. Los documentos corregidos fueron recibidos en el da ****** por lo que se procedi a reversar del prstamo el seguro de inters unilateral y corregir sus pagos a la cantidad original de su contrato. Se incluye carta de crdito para confirmar que el mismo no fue afectado por el ajuste del seguro.

Nuestro deseo y compromiso es brindarle un servicio de excelencia. Lamentamos los inconvenientes que esta situacin le haya ocasionado y nos ponemos a su disposicin para atender cualquier otra peticin de servicio que le pueda surgir.

Agradezco que si tiene alguna duda o pregunta sobre lo expresado anteriormente pueda comunicarse conmigo al ************, estamos en la mejor disposicin de ayudarle.

Atentamente,

*************************
Gerente Departamento Seguros- Auto
Business response
01/18/2024

BBB Complaint # ********
Customer: *****************************
**********************
01/18/2024

On 01/10/2024, FirstBank received a BBB complaint from ***************************** claiming that since November 9, 2023 he has contacted FirstBank in relation to documents of the insurance policy that the ************************* had not received causing an increase in the payment.

After investigating, it was identified that the policy documents sent could not be processed because when the payment letter and the policy were verified, they had the incorrect engine number. We proceeded to request the correction from insurance provider, but they sent us the license of the unit with which they generated the documents, and the engine number was not the same as our contract and therefore our system. As a result, a representative contacted the client and 01/11/2024 to request the necessary documentation and the situation was corrected on 1/16/2024 and validation was made to confirm the credit report was not impacted adversely.

FirstBank is committed to providing an excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS09840.

Thank you.

************************* on behalf of *******************************, Esq. ******** Supervisor Complaints & SCRA Management
FirstBank Puerto Rico
Initial Complaint
12/27/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was checking my credit report and a found a potentially negative closed account. Im not liable for this account in any way. The account is closed and paid in full. Firstbank never informed me and I did not received any certified mail with the documents I requested. The fact is I paid it in accordance with their terms and is closed.
Business response
01/09/2024
January 8, 2024
BBB Complaint ********
Customer: **************** *****************************
**********************
Re: BBB Complaint ******** / Customer- **************** *****************************
On December 27, 2023, FirstBank received a BBB complaint from **************** ***************************** claiming that FirstBank reported incorrect information to the credit agencies.
During our investigation, it was identified that the client account was on charged off status, when the client was making payments until August 03, 2021, when the accounts turn to zero (0) balance. Client received the last statement on September 28, 2021, that reflected zero (0) balance as evidence.
As per our investigation, no credit report correction is applicable. Customer completed the last payment on August 03, 2021.
FirstBank is committed with providing an excellent service to our customers. In case of any further questions, you may contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS09827.
Thank you,
******************
Complaints & SCRA Management
Customer response
01/10/2024

Complaint: 21059891

I am rejecting this response because:
I made the payments and the account was never charge off. Since my divorce in 2013 my credit had been affected due to multiples accounts that were settled and the other part filled for Bankruptcy individually , but that had a negative impact because Firstbank believed I was in bankruptcy too. I was the one who contacted Firstbank and paid the account in controversy even though it was not my responsibility. All I ask is for Firstbank to remove it from my credit report because it is affecting ************** to obtain a much needed credit due to health issues.

Sincerely,

*****************************
Business response
01/19/2024

January 19, ****

BBB Complaint # ********
Customer: **************** *****************************
**********************

Re: BBB Complaint ******** / Customer- **************** *****************************

On January 10, ****, FirstBank received a second communication regarding the BBB complaint from **************** ***************************** claiming that FirstBank is reporting credit card account information incorrectly, she contacted the bank and paid off an account that she was not responsible for.

After reviewing our investigation, we confirmed that the account information is being reported correctly. Our customer was the sole owner of the credit card. The payment agreement for the charge off balance was paid off on August 03, 2021. As a result, the account information cannot be deleted from the credit report. If the customer is not liable for this account,she should contact our FirstLine *************** at **************, or **************, toll free using complaint reference number CCMS09837 and send proving evidence.

FirstBank is committed to providing an excellent service to our customers.

Thank you.

*******************************, Esq. *********** Complaints & SCRA Management
FirstBank Puerto Rico

Business response
01/24/2024
January 19, ****

BBB Complaint # ********
Customer: **************** *****************************
**********************

Re: BBB Complaint ******** / Customer- **************** *****************************

On January 10, ****, FirstBank received a second communication regarding the BBB complaint from **************** ***************************** claiming that FirstBank is reporting credit card account information incorrectly, she contacted the bank and paid off an account that she was not responsible for.

After reviewing our investigation, we confirmed that the account information is being reported correctly. Our customer was the sole owner of the credit card. The payment agreement for the charge off balance was paid off on August 03, 2021. As a result, the account information cannot be deleted from the credit report. If the customer is not liable for this account, she should contact our FirstLine *************** at **************
, or **************
, toll free using complaint reference number CCMS09837 and send proving evidence.

FirstBank is committed to providing an excellent service to our customers.

Thank you.

*******************************, Esq. *********** Complaints & SCRA Management
FirstBank Puerto Rico
Initial Complaint
12/13/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bank refuses my partial payments towards mortgage $472 biweekly to meet the $943.27 bill. This is causing my credit history to show an unpaid mortgage.
Business response
12/22/2023
December 22, 2023
BBB Complaint
Customer - *************************
Complaint ID: ********
Dear ****************:
On December 14, 2023, FirstBank received BBB complaint ******** from ************************* claiming that FirstBank was denying the partial payments for her mortgage through the Mortgage Servicing online platform.
After investigating the allegations presented by the customer, it was identified that the online scheduled payments are not being processed by the customer as agreed on Mortgage Loan original terms and agreement. Monthly payments were agreed as $943.27, to be paid in full every first day of each month, with a beginning on October 1st, 2023. FirstBank Online platforms does not allow partial payments.
We validated that no credit remarks were identified in the credit report related to customer payment behavior. As a result, no credit correction is applicable. We recommend the customer to follow the loan payment agreement and process payments for the amount in full. In the alternative, we recommend the customer to contact the ******************* for any available alternatives.
FirstBank is committed with providing an excellent service to our customers. For further questions, you may contact our FirstLine *************** at **************, or ************ (TTY), or **************, toll free, from Sunday to Saturday during the hours of 6:00AM to 12:00AM, using complaint reference number CCMS09783.
Thank you.
********************
Complaints & SCRA Management
Initial Complaint
10/08/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My parents have an account at ********************** that they have been trying to close for several years. My father called several people at the bank back in 2021, and even sent a Jurat Certificate with a letter stating to close the account. The account has a balance of .09. No one at the 1 First Bank acknowledged his letters or requests. The statements still come in the mail every month showing a balance of .09. My father passed away in December 2022 and I now have *************** of ******** for my mom (she's 91 yrs). I sent a letter to the bank with the death certificate in Jan 2023, no response. I spoke with *********************** on 4-10-23, and resent death certificate and letters requesting to close account to the e-mail provided by ************************************************* Never heard from a single person, and statements keep coming. This is the most pathetic organization and it's surprising they are still in business! The account needs to be closed and someone needs to respond! Now they sent a letter saying effective 9-1-23 there will be a $2 monthly fee for paper statements. We will not be paying this fee if charged.
Business response
10/17/2023

October 16, 2023

*****************************
POA ************************
*****************************************
*************
** 30043-4173

Complaint #CCMS09635

Dear ******************:

Thank you for affording us the opportunity to respond to your complaint of October 10, 2023. We value our clients and strive to consistently provide the best service, and when they feel that it does not meet their expectations, it is important for us to know.

In the above-referenced complaint, you were concerned about the length of time it has taken the bank to close your account after several attempts. During our investigation,we were not able to locate any correspondence requesting the closure of the account.

During our telephone conversation on October 12, 2023,with **************, we confirmed the balance of $0.09. It was agreed that based on the nominal balance, the amount should be charged off and the account closed. Your final statement will reflect the account closing date of October 12, 2023.

Once again, we apologize and regret any inconvenience this experience may have caused you. We realize that you have other banking choices and hope that you will continue to give us the opportunity to serve you.

Best Regards,

Merlice Charles ************ Manager St. Croix
Customer response
10/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************

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