ComplaintsforFirstBank Puerto Rico

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  *****************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid off my mortgage, with loan ************* on 2021. As of today, I haven't received my paid off cancelation document. They never sent it and now I'm asking for it since June 2023 with no response. They only said that is in the dead file. Not valid excuse for me. I need this document as soon as possible as I have a buyer for the property and I'm afraid she gets tired of waiting for this document and then she backs up. Thanks you for your help.

  Business response

  08/09/2023

  BBB COMPLAINTS 20398698
  Customer: ******************************************
  ********************************************* Rico
  08/07/2023

  On 08/07/2023, FirstBank received a BBB complaint from *******************************************
  claiming that First Bank has not sent the mortgage note after the loan was paid in full.
  After investigation, it was identified that the original note was in the central file. Since it is a
  personal loan with mortgage guarantee, it has not been previously identified as a regular
  mortgage loan. On 08/07/2023, the mortgage note was sent by certified mail #**** **** ****
  0297 **** to the following address: **************************************************
  First Bank is committed to providing an excellent service to our customers. In case of any further
  questions, you may contact our First ******************** at **************, or **************
  toll free using complaint reference number CCMS09460.
  

  Thank you,
  ***********************
  Mortgage **************** Manager
  

  *********************************, Esq.
  Manager Complaints & SCRA Management
  First Bank Puerto Rico

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been attempting to close my checking account with ********************** VI since April, 2023.I have attached the documents - related **************** between myself & the bank for your perusal. I spoke with Ms. ************************************ from FirstBank VI Waterfront Branch since May 9th, 2023. She advised me when we did speak on the phone that my account would be closed and I would receive a check for the balance in my checking account (at the time approximately $9.+change). She verified my personal information and mailing address. I thanked her and then received a letter dated May 15th, 2023 requesting my identification and a notarized letter. I wrote a letter dated June 1st, 2023 stating my situation and provided my identification and requested that my account be closed immediately, however, I received no response to my June 1st, 2023 letter. I received another letter dated June 8th, 2023 - which was received on June 24th, 2023.I sent an email but did not receive any response. I recently received another letter dated July 7th, 2023 advising me that my account was closed (which is what I wanted since April, 2023) and I was turned over to ********************** for the amount owed $14.40 - I will not pay this balance because if they had closed my account in May, 2023 as I was informed no additional charges would have been charged to my account. I was a customer of this back since they purchased ********** branches in the ******************* - that account was opened in 1991.I do not want to pay the $14.40 because this was a result of being told in May my account would be closed but it wasn't and then receiving the additional correspondence in June and July 2023.Thank you

  Business response

  07/27/2023

  July 26, 2023
  *****************************************************
  *****************************
  ******* Oaks, **
  91411
  Re: Complaint Relating to Closure of Account
  Dear ***************************,
  Thank you for providing us with an opportunity to respond to your concern dated June 18, 2023,
  in relation to the closure of your account with **********************. We strive to provide you with the best
  customer service, and when you feel that it does not meet your expectations, it is important for us
  to address it.
  After receiving your complaint of April 11, 2023, an attempt was made to reach you via the number
  you supplied ending in ****. Direct contact was not successful, and a message was left on the
  voicemail to alert you of our attempts to reach you. An email was subsequently sent on May 09,
  2023, to ********************, to explain the requirements to complete your request.
  We subsequently mailed a communication dated May 15, 2023, to your address on file, advising
  of the documents required to close your account. To date, we have not received the requested
  documents, however the account was subsequently closed on July 7, 2023.
  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.

  Sincerely,
  *************************** - ****
  St. ******/St. ********************* District Manager
  Tel: ************
  Email: ***************************************************************************

  CCMS09431

  P.O. Box 309600
  St. ******, ** **********
  Telephone **************

• Initial Complaint

  07/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to my safe deposit box @ First Bank 6/28/23 only to find the box removed from the vault & stored somewhere w/o informing me. I have complained repeatedly in writing & in person that for years notification for payment due had stopped being sent see attachment. It's only that I remember payment is due in June. As age as set in I forgot to pay last June for 2022-2023 the reason I was told the box was drilled. I NEVER RECIEVED NOTIFICATION payment was due. NO ONE has ever returned a letter, call or addressed my complaint re: failure to send me notification: Complaint #1. I went to the bank 9/30/22 to complain again re: lack of notice of safe deposit box AND bank statements. My profile information was updated see attachment as the bank LOST MY PROFILE INFORMATION in their transition to a new system hence the claim why I wasn't receiving documents. Complaint #2: I went again Jan. 2023 I still wasn't receiving bank statements nor safe deposit info; *****, bank rep. downloaded statements from 9/22-12-22, 1/23 statement wasn't ready. Thursday 6/28 another rep took input my address AGAIN b/c I still haven't received any statements for the year! Why wasn't I told 9/22 1/23 that box payment was due?When My safe deposit box was located it looked to have been opened as I stuff it and the lid was always ajar; it closed tightly. In moving my box unbeknownst to me did employees go through my box? Why wasn't I notified that the box needed to to be paid for as I have complained? What was taken from my box? The bank does not respect its customers and I am furious at the taking of my supposedly secure belongings and removing them from safe keeping without my notification. I want an apology & $200 -2 yrs of box fees for mental distress I suffered waiting in the bank ~2 hrs getting assistance wondering what happened to my belongings, why the box & lock had been removed unbeknownst to me. I closed my safe deposit box immediately. This bank does not respect their clientele.

  Business response

  07/27/2023

  July 26, 2023
  ***************** *******
  8137 Estate Pearl
  St. ****** ** 00802-3527
  Re: Complaint CCMS09376
  Dear *****************************:
  Thank you for providing us with an opportunity to respond to your concern dated July 3, 2023,
  relative to the drilling of your Safe Deposit Box # A122. We strive to provide you with the best
  customer service, and when you feel that it does not meet your expectations, it is important for us
  to address it.
  Due to policy changes instituted by the organization effective September 1, 2022, it became
  necessary to advise Safety Deposit Box clients who do not maintain a deposit account
  relationship with the bank, to either visit the branch to open an account for billing purposes or
  close out their boxes. As such, a letter was mailed to you on August 9, 2022, (enclosed), but was
  subsequently returned. We regret that you were not notified of this change and as a good faith
  gesture, the payments made for 2018-2020 will be refunded and you will receive a check in the
  mail to the address on file in approximately two weeks.
  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.
  Sincerely,
  *************************** - ****
  St. ******/St. ********************* District Manager
  Tel: ************

  Email: ***************************************************************************

  P.O. Box 309600
  St. ******, ** **********
  Telephone **************

  Customer response

  08/01/2023

   
  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,
  
  ********************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for the debt with FIRST BANK PUERTO ***** I do not have a contract with FIRST BANK PUERTO *****You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attatched as well, they are in major violation.

  Business response

  04/28/2023

  FirstBank is committed with providing an excellent service to our customers. Please refer to the document included for our comments and resolution regarding the allegations. In case of any further questions, you may contact our FirstLine *************** at *************, or **************. Thank you,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩