Consumer complaint received 2022-02-14
Company: FIRSTBANK PUERTO RICO
State: PR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
First Bank continues to violate the Federal Regulations that protect the credit of consumers who are protected because we have been affected by the Covid-19 Pandemic. I was in Mortgage Moratorium until XX/XX/XXXX, In XX/XX/XXXX First Bank reported to the Credit Agencies that as of XX/XX/XXXX my Mortgage Loan was more than 120-149 days late, which implies that First Bank included the months of XXXX, XXXX, XXXX, XXXX, XXXX and XXXX and XXXX on that Negative Credit Report which is including months that I have protection on my Credit Report under the Cares Act. As of Today First Bank has reported 3- 90-day arrears on my Credit Report which would be equivalent to 9 months in arrears. 

Consumer Financial Protection Bureau ( CFPB ) extended credit protections and foreclosures until XX/XX/XXXX but First Bank still does not meet those guidelines and has been damaging my credit and reporting arrears since XX/XX/XXXX. 

First Bank never offered me all the available alternatives for me to get out of the moratorium and re-take my house payments, I was the one who always called them to look for alternatives and they always denied me, I searched among all the options and found a Federal Government Aid and I am under the Homeowners Assistance Fund ( HAF ) Program of the Federal Treasury that provides assistance to people like me who have been affected by the covid-19 pandemic, this program grants the money to pay every month of the mortgage that has not been paid since that the pandemic began, in XXXX XXXX this program is administered by the Department of Housing XXXX XXXX XXXX XXXX XXXX # is XXXX this program offers me some additional protections so that the bank does not continue taking actions against me and respects the government processes that are being taken to pay my house but First Bank does not respect any of that. The Department of Housing asked me for a Certification of Arrears of my Mortgage Loan, I called the Loss Mitigation division of First Bank on XX/XX/XXXX and spoke with XXXX XXXX, I notified her that I needed that document to deliver it to the Housing Department and she told me that this document was not issued by that department that I should call customer service. I called customer service, I made the request for the document and they denied it, they told me that they had sent a reply to a wrong email to another email that is not mine ( as always, First Bank making mistakes ) and they wanted me to make the request for again on XX/XX/XXXX and they told me that this document is worked on by the Loss Mitigation department of First Bank, what I want to tell you I know with this that First Bank, in addition to being a bank that does not comply with federal regulations, is also an abusive bank that does not provide the necessary documents in time for me to receive State assistance. 

I contacted a lawyer to help me because the violations of First Bank are excesive but I want the CFPB to be aware of all the violations that First Bank commits against consumers and do something about it. Start an investigation of this abusive Bank, I have filed other Complaints and nothing has happened, they write a letter with lies saying that they will give me the corresponding options but it is not true and as CFPB tells me : if they do not comply, come back and file a Complaint, Because I will continue to make complaints in all relevant forums until this matter is resolved.

Company response to consumer: Closed with explanation