Consumer complaint received 2026-04-01 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:
To Whom It May Concern Through this letter, I wish to file a formal complaint regarding the improper handling of my account and the lack of diligence shown by the management of the FirstBank XXXX XXXX XXXX, in response to a fraud situation that was reported in a timely manner. It should be noted that the fraudulent transactions began to be recorded starting on XX/XX/XXXX through XX/XX/XXXX. From that initial date, I reported the situation promptly and have maintained constant communication requesting that the necessary measures be taken to protect the account, including its closure. However, as of today, no effective actions have been taken to completely stop the unauthorized debits, which has allowed fraudulent transactions to continue occurring up to today, XX/XX/XXXX. I wish to place on record that these transactions were reported promptly from the moment they were detected. In accordance with consumer protection regulations and applicable banking procedures for cases of fraud and unauthorized transactions, the bank has the obligation to investigate such charges, take immediate measures to protect the customer 's account, and prevent fraudulent debits from continuing to occur. Despite having notified this situation repeatedly, the necessary measures to completely stop these transactions were not implemented effectively. Approximately three weeks ago, I notified the manager about multiple fraudulent transactions that were occurring in my account. From the very beginning, I expressly requested the closure of the account to prevent unauthorized debits from continuing. Nevertheless, the manager indicated to me on repeated occasions that the system did not allow her to close the account because transactions continued to come in and the " system '' did not permit it. The manager personally committed to monitoring the transactions on a daily basis, calling me to verify them, and proceeding with the reversal of the fraudulent transactions. During the first two days, she partially complied with this commitment, contacting me to confirm some charges that were later reversed. However, after those two days, communication ceased completely, despite the fact that I continued repeatedly requesting the closure of the account due to the ongoing appearance of unrecognized transactions. Subsequently, approximately one week later, the manager claimed that I had made changes to the account with XXXX XXXX. I wish to clearly state that any interaction I had with XXXX XXXX was carried out following direct instructions from the manager herself, who indicated that security should be reinforced by assigning a new PIN and opening a new account. At no time did I make modifications on my own initiative, nor do I have access to the bank 's systems that would allow me to make operational changes to the account. Nevertheless, she is now attempting to attribute responsibility to me for changes that, in practice, can only be made by bank personnel. During these three weeks, I repeatedly insisted that the old account be closed. At one point, the manager informed me that she had configured the account to allow only credits and to block debits. However, this was not reflected in practice, as unauthorized debits continued to be processed. According to her explanation, ACH debits had been canceled, but debits originating from ATM/POS had not. Even so, on XX/XX/XXXX, approximately six or seven additional ATM/POS transactions were posted, which I immediately reported and for which the manager was unable to provide a clear explanation. Additionally, during a conversation held in the presence of employee XXXX, the manager displayed a defensive attitude and raised her voice when I asked how it was possible that the account had not been closed after multiple requests. It was even necessary for employee XXXX to explain certain aspects related to ACH transactions, which raised additional concern regarding the technical handling of the case. It should also be noted that the POS device I had requested was ordered late, approximately one week ago, despite having requested it more than two weeks earlier. During the conversation, the manager contradicted herself regarding the dates of that request. On the other hand, on various occasions I was offered different financial instruments to strengthen my business. I even submitted a refinancing application offering my XXXX XXXX, XXXX XXXX XXXX XXXX, as collateral, which is fully paid off and free of debt. However, toward the end of XXXX, I was informed that financing was not possible due to an alleged issue with my credit, a situation I consider inconsistent given previous conversations. All of this situation has extended for approximately three and a half weeks, generating a considerable level of stress, uncertainty, and impact on my emotional and physical well-being. In light of the above, I formally request : 1. A full review of all fraudulent transactions that ocurred during this period. 2. The reversal of any unauthorized charges. 3. An internal investigation into the handling of this case. 4. Written confirmation that I will not be held responsible for any fraudulent transactions reported in a timely manner. I believe that this situation reflects serious operational and communication failures that should have been avoided with proper customer protection and control procedures. Ithank you in advance for your attention to this matter and await a formal written response. I expect a formal response and a prompt resolution to this situation. Should I not receive a satisfactory response within a reasonable period of time, I will be comelled to escalate this complaint to the appropriate regulatory authorities and financial consumer protection agenc fraudulent transactions may be investigated. XXXX. XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Scanned with CamScanner This document has a stamp and is notarize

Company response to consumer: Closed with explanation