Consumer complaint received 2023-06-22
Company: FIRSTBANK PUERTO RICO
State: PR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I called the customer service area for unauthorized debits in my bank account. I talked to XXXX XXXX XXXX, when validating the data, I corroborated the information, it did not allow me to make the claim that day, she recommended that I perform a validation of all months of unauthorized debits and submit a single claim. You never mentioned that the claim term will only cover 60 or 90 months. During the call, the card was canceled and they informed me that there were some debits in transit that would be rejected. ( something that didn & # XXXX ; t happen ). This information can be validated in the recording that was monitored and recorded. 

Complete the data validation process with the instructions indicated by XXXX XXXX XXXX, on XX/XX/XXXX call and talk to XXXX XXXX XXXX. This employee reviews the debits from XX/XX/XXXX to XX/XX/XXXX. XXXX XXXX, I process the claim and they tell me that the theft, as it was due to card cloning, would be returning all the money, that the approximate amount was {$2500.00}, an amount related to the one reviewed by me ( this information can be validated in the recording that was monitored and recorded ) This conversation gave me peace and confidence from First Bank. During this conversation, the term of XXXX was never mentioned. If he told me that I could go to the branch, request a loan for that amount since eventually all the money would be returned ( XXXX ). I was told that the investigation would last 10 days. ( it would be for approximately XX/XX/XXXX ). 

I did not receive a response from you, I proceeded to call on XX/XX/XXXX to find out the date of deposit of my claim. XXXX XXXX XXXX answered me and told me that the resolution was completed and that I would be receiving a letter by regular mail. I told him that I had not received the letter at the time of this call. I am informed that the claim is not applicable because it exceeds the term established by you at that time, mentioning 60 days. He told me to wait for the letter and if I have any doubts or any other claim to call back. 

On XX/XX/XXXX I proceed to call since I have not received the letter and requested to speak with a supervisor ( this was an orientation that my lawyer gave me ). XXXX XXXX XXXX attended me, I explained my situation to her, I requested that the recordings be heard because the employees who attended me in previous conversations did not do their job correctly since they never mentioned that the term was XXXX or 90 days and they remained firm to indicate me in the total return of the money debited from my account without XXXX authorization XXXX. I requested the postal address of the CFPB XXXX, it was not provided to me since, according to XXXX XXXX, she could not provide me and could only provide me with a telephone number. I feel frustrated, disappointed and cheated by First Bank. They fed my hope in the total return of the money to later disappoint me in that way. 

I will be submitting this same letter in XXXX to the CFPB regulator ( I am including the email address in case it can help you with other clients who face the same situation as me, due to the weakness of their fraud control monitoring system, I would think that I am not the only client going through such a tragic situation ) the address is the following : consumerfinance.gov. The other letter will be addressed to the Commissioner of Financial Institutions to see if in any way they can help them create robust processes that allow them to take care of their clients & # XXXX ; money by establishing controls against XXXX through constant monitoring. If the intention was never to return the money, I would like to know what was the purpose in requesting an analysis and evaluation of the debits in my account during the year of the fraud ( it was a waste of time that I consider a mockery, deceit, disrespect and loss of time for me ). The result was fewer days in my favor on the claim. 
I request that you reevaluate the claim for the return of the total money indicated by your staff ( {$2500.00} ), if not, that you rely on the undisclosed 60 days. They should take into consideration as a claim the date of XX/XX/XXXX, which was when I intended to submit the claim, but the expert staff of the customer service department did not allow me. 

Originally my account was with XXXX XXXX, you bought the portfolio of deposit accounts. I need you to send me a copy of the & quot ; Welcome & quot ; disclosure sent to you by customers acquired from other Banks. They tell me the cost of the document and when I can pick it up. During this year my mother became ill with a terminal condition which did not allow me to keep an eye on my account frequently. I always trusted you as a Bank and rest in the security of your systems. When my mother died, I resume my life and my finances, I realize what is happening with the account. You even allowed the latest fraud transaction to enter my account because it was in transit and did nothing to stop it, which I will never understand. 

My opinion of First Bank is that those employees do not have the training to deal with fraud situations, that the bank does not have robust controls that allow it to ensure the financial part of clients free of fraud and/or theft. I am making my arrangements to close my First Bank account and move to a Bank where my money is safer and I will never live a nightmare like this again. 

XXXX tuned XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation