Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIRSTBANK PUERTO RICO
State: PR

Complaint narrative:
I am filing this complaint to compel FirstBank Puerto Rico to immediately comply with its federal statutory obligations under Regulation E of the Electronic Fund Transfer Act ( EFTA ), specifically 12 CFR 1005.11 ( d ) ( 2 ). The financial institution has summarily denied a major unauthorized fraud claim, permanently closed my checking account during an active federal dispute to restrict access to my financial records, and flatly refused to provide the mandatory technical evidence and interaction logs upon which they supposedly relied to base their denial. 1. Timeline, Fraudulent Activity, and Amounts : Between XX/XX/year> and XX/XX/year>, my checking account was subjected to a severe, unauthorized cyber intrusion and identity theft scheme perpetrated by unknown third parties. A series of repetitive, unauthorized Electronic Fund Transfers ( EFTs ) were executed via my account and debit card, draining a total of {$24000.00} USD. This misappropriated sum critically included {$7900.00} USD in federal student financial aid. The fraudulent transactions were routed through merchants including XXXX XXXX, XXXX, and an unauthorized third-party entity under the name " XXXX XXXX XXXX XXXX XXXX. Actions Taken by the Consumer : Upon discovering the breach, I immediately notified the financial institution to dispute the unauthorized activity. Furthermore, I elevated the matter to federal law enforcement, filing an official Cybercrime Report with the FBIs Internet Crime Complaint Center ( IC3 ) and an Identity Theft Report with the Federal Trade Commission ( FTC ). Because the institution denied the claim via generic boilerplate letters ( dated XX/XX/year>, and XX/XX/year> ) claiming the transactions simply " matched my account information, '' I executed my rights under federal law and formally requested all underlying technical audit trailsspecifically IP addresses, MAC addresses, geolocalizations, and device fingerprint signatures associated with the transfers. XXXX. Violations and Actions Taken by the Company : FirstBank Puerto Rico has willfully failed to comply with 12 CFR 1005.11 ( d ) ( 2 ), which explicitly mandates that if a financial institution determines no error occurred, it must provide copies of the documentation it relied upon immediately upon the consumer 's request. To date, the bank has refused to provide these digital logs. In an apparent act of bad faith and mitigation of oversight, the bank unilaterally and permanently closed my checking account while this federal dispute was active, effectively cutting off my access to my statements and transaction history. XXXX. Conclusive Supplemental Evidence of Systemic Identity Theft : Crucially, on XX/XX/year>, another major financial institution ( XXXX XXXX XXXX XXXX ) concluded a parallel fraud investigation concerning my identity during the exact same timeframe. XXXX XXXX formally determined that a retail account opened in my name was completely unauthorized, cleared all liability, and directed the major credit bureaus ( XXXX XXXX XXXX XXXX XXXXXXXX ) to purge the fraudulent records resulting from identity theft. This corporate finding by a third-party financial institution legally proves a concurrent, severe pattern of identity theft that FirstBank Puerto Rico willfully chose to ignore. While other institutions conducted forensic diligence and recognized the fraud, FirstBank has relied on evasive, non-compliant procedures to withhold technical evidence. XXXX. Requested Resolution : I request that the CFPB compel FirstBank Puerto Rico to : Immediately produce all technical interaction logs, IP verification data, and device signatures linked to the disputed transactions as required by 12 CFR 1005.11 ( d ) ( 2 ). Provide full restitution and reversal of the {$24000.00} USD in unauthorized charges.

Company response to consumer: Closed with explanation