Consumer complaint received 2024-01-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: FIRSTBANK PUERTO RICO
State: VI

Complaint narrative:
I went into my local branch to close my checking and savings account listed above. I was charged {$50.00} to close my savings account and hereby demand a refund. 

I closed my savings account today, Friday, XX/XX/ after First Bank repeatedly breached our depositor agreement. 

First Bank failed to operate functional ATMs in XXXX XXXX XXXX on at least 5 occasions in the last two months. When First Bank does not have a functional ATM to withdraw cash, it leaves me unable to access cash, in violation of our depositor agreement. 

First Bank fails to keep offices open during posted hours, fails to answer phone calls or even offer a local number or transfer to a branch, and fails to provide explanation as to why the XXXX, XXXX branch is regularly and inexplicably closed during regular business hours ( most recently on XXXX XX/XX/XXXX XXXX  when I attempted to conduct banking business ). 

My active debit card does not work at Point of Sale. This is a constant problem, resulting in not being unable to utilize the cash in my accounts. I can not run it as a credit, I can not run it as a debit and enter my pin, it does not work. First Bank denies this occurs, and has made zero effort to fix it. My husbands card works occasionally, but also declines regularly for reasons not due to lack of funds. 

When my debit card does not work at POS, I have to use an external account to access cash outside of First Bank. When this occurs, I attempt to transfer funds from my First Bank account into my other accounts. When I have attempted to do this, I discovered that First Bank advertisements for easy transfers is misleading and false. 

I can not make a transfer by telephone, and I can not make a transfer by mobile app. I was told by two customer service agents by phone on XX/XX/ that the ONLY way to make a transfer is to use a computer and Internet. I do not have access to reliable internet and do not always have access to a computer. NOR DO MANY XXXXXXXX XXXX 

I was told First Bank had phone banking and mobile banking, ATMs and branches, but this does not permit a reasonable account holder to access their deposits because they are broken, closed, and non-functional. First Bank advertises by large oversized posters that they offer easy transfers. This is false. The agent I closed the account with on XXXX XXXX also claimed I could transfer by App, which is false. They are actively misleading customers. 

When I have used the toll-free telephone system I have been hung up on, treated rudely, and denied the opportunity to make a complaint by phone prior to closing my account. First I was hung up on, and when I called again I was put on hold until the system disconnected me. 

Despite your repeated breaches of our depositor agreement, you charged me {$50.00} to close my account because my account isn't a year old. I do not owe First Bank a penalty because they have failed to honor their depositor agreement. I hereby demand a refund of this fee.

Company response to consumer: Closed with explanation