Consumer complaint received 2021-02-26
Company: FIRSTBANK PUERTO RICO
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
RE : XXXX On XX/XX/XXXX, I, XXXX XXXX XXXX submitted a complaint against FIRSTBANK PUERTO RICO. Original complaint copied below : [ As of XX/XX/XXXX, I was appointed guardianship of my mother, XXXX XXXX, and the bank told me that they need me to go over there and get a lawyer to take the paperwork to the court. And that I need to go to XXXX XXXX with my mother and she has XXXX XXXX. I called, and they asked for the account number, and they transferred me to the local bank where they have the money. They told me ; you know we are not supposed to give you any information. I stated yes, I found that out in XXXX, and that was that my sister or I are not able to get information because she was living with a man ( now deceased ), and that he manipulated her to do that. Prior to that, my sister and I were beneficiaries on her account. She was not in her right mind due to XXXX when she did that. Because of me not being able to access her money, she is not eligible to get benefits with Medicaid or Medicare. She only qualifies for the SNAPS. All the other financial responsibilities fall on me for her meds, her diapers, I pay for her medical clinic visits, but I can not pay her medical bill for the hospital that is escalating, I am on a limited income. I already owe my daughter for fees to get the guardianship for my mom, and I can not even afford to repay her. What is the process of getting this account to New Jersey because First Bank is not cooperating? I had difficulty setting up an online account. I went to my bank here with the paperwork thinking that they could make that transaction happen, but they said that they can not do that. ] On XX/XX/XXXX, FIRST BANK PUERTO RICO responded, their response below : [ On XX/XX/XXXX, FirstBank ( the " Bank '' ) received complaint number XXXX from Mrs. XXXX XXXX ( Mrs. XXXX and/or the Complainant ). The Complainant alleges that as of XX/XX/XXXX she had been appointed guardianship of her mother, XXXX XXXX. She also alleges that she has been trying to close his mother account with FirstBank and the Bank told her she should go to XXXX XXXX and personally take care of the paperwork to close the account. Complainant is requesting that the Bank closes the account and mail her a check since they are both living in the United States sin XX/XX/XXXX. Immediately following the receipt of this complaint, it was referred for investigation to the proper business unit. After reviewing the complaint and the account related to it, the Bank can not release information to Mrs. XXXX XXXX since it shows from our records that she is not the account holder, nor an authorized person in the account. The Bank has not been notified of any transactions done with the Complainant, nor receive any authorization from the account holder to release the information on the account. Although the Complainant includes a petition for her mothers guardianship submitted to the court, she does not include a valid court document where she is appointed her guardian. To protect the privacy and information of our clients, FirstBank does not release information to unauthorized persons. We invite the Complainant to contact the account holder directly to address this situation or provide the Bank documentation necessary that demonstrate she is authorized to obtain information about the account. FirstBank is fully committed with compliance of any regulation that affects our operations and furthermore, with the full satisfaction of our clientele. Should additional information or clarification be needed, do not hesitate to contact FirstBank. ] My new complaint and provision of said documents that were not received in the original complaint : 1. XXXX XXXX is XXXX. She has XXXX XXXX. 
2. I submitted all the documents my attorney, XXXX XXXX XXXX provided, however, I was not aware I did not have in my possession the actual judgment. When communicating with XXXX attorney XXXX XXXX, XXXX she provided me with a copy of the judgment of guardianship appointed to me. 
3. I have uploaded/attached the Judgement of Incapacity and Appointment of Guardian of the Person and Estate and the certified letter of guardianship. 
4. For the record, FIRST BANK PUERTO RICO makes it extremely difficult to be contacted. The phone number provided to me was of no use. No one answered the phone or I was holding the line for a very long and exhausting length of time. 
5. Being that the bank is fully committed to compliance, is all about the best interest and full satisfaction of their clientele ; I look forward to seeing this resolved quickly and to be treated with the utmost in customer service. I request the account to be closed and have a certified check to be mailed out to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation