Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: FIRSTBANK PUERTO RICO
State: PR

Complaint narrative:
Re : Complaint ID XXXX I received a letter from CFPB that XXXX company indicated they are having difficulty identifying you in their records and asking for my most up to date name, contact information and account numbers. XXXX XXXX XXXX Account : XXXX The complaint was made to FDIC and they sent them to CFPB. This is the complaint submitted on XX/XX/XXXX : I have repeatedly requested a Loan History Report generated by the XXXX XXXX XXXX system ( the industry standard used by FirstBank ) for the period of XXXX. Instead of providing the official ledger of record, the bank has provided a " Customer Account Activity Statement. '' Attached to this complaint is the XXXX XXXX report provided by the bank, on XX/XX/XXXX which contains significant irregularities that compromise its integrity as an official record. Specifically, on Pages 14 and 16 ( covering the year XXXX ) : Formatting Failures : Column headers appear mid-page in incorrect positions, inconsistent with the rest of the report. Missing Data : Critical data fields are missing alphanumeric characters ( truncated data ). XXXX XXXX : These specific pages are notably pixelated and lower in quality compared to the surrounding pages, suggesting they were not generated as part of a continuous system report but rather manually inserted or altered. In a communication received on XX/XX/XXXX, the bank maintained that these documents are identical. This is technically false. A " Statement '' is a consumer-facing summary, whereas a " Loan History '' from the MSP system is the master accounting record that includes granular data on escrow disbursements, suspense account movements, and transaction codes necessary for a forensic audit of a mortgage. FirstBank Puerto Rico is in direct violation of the response windows mandated by 12 CFR 1024.35 and 1024.36 : FirstBank provided an initial response that was incomplete and technically flawed. XX/XX/XXXX : The bank claimed via email that the requested MSP format was " unavailable '' for the requested period. Total Elapsed Time : As of today, 49 business days ( accounting for Puerto Rico holidays ) have passed since the initial incomplete response. The bank has failed to resolve the error or provide the specific records requested within the 30-day statutory limit, nor have they provided a valid Notice of Extension. I request that the FDIC investigate XXXXirstBank Puerto Ricos servicing practices regarding this matter and compel the servicer to : 1. Provide the complete Loan History Report ( XXXX ) in the standard, unaltered XXXX XXXX XXXX format. 2. Investigate about the data integrity errors identified on pages 14 and 16 of the provided records. 3. Provide a technical and regulatory justification for why they previously claimed standard system reports were " unavailable. '' Thank you for your attention to this matter of regulatory compliance and consumer protection. Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation