Consumer complaint received 2024-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: First Equity Mortgage Bankers, Inc.
State: PR

Complaint narrative:
On XX/XX/year> at XXXX XXXX., I asked the account manager of my loan to communicate me with his supervisor because of discriminatory comments. At XXXX XXXX that same day the manager did not respond and had to communicate again with the account manger. I specifically asked the account manager for the supervisors contact information to document the incident, but was not given the means to do so. Instead I got a call from the supervisor after my insistence through several messages that day. In the conversation, I expressed that I did not want the account manager nor the processing specialist to handle my case and be transferred to some other team. I also asked him to protect my personal information from further intervention from said personnel. 
On XX/XX/XXXX I was still not given access to the supervisors email or formal written method process to document the incident. In that day I received an email from the account manager with updated XXXX. On XX/XX/XXXX, I communicated with the account manger that I emphatically stated that the information was not to be handled by the account manager or the processing specialist both involved in the discriminatory comments. I proceeded to communicate through the account managers text message, since this was the only way to communicate in writing that was deemed by me to be secure from erasure. Since, I did not receive satisfactory answer, I proceeded to send a letter to the president of the corporation on XX/XX/XXXX after searching for his email online. Since, no communication stating receipt was received, I proceeded to write a letter to the supervisor with a follow up to what was agreed on securing my data against retaliation and compliance process. These letters ( to the supervisor and to the president ) had to be delivered in person since no other alternative was given. Three subsequent letters have been received and only the one by the supervisor on XX/XX/XXXX does it mention detailed actions that will be taken. Still, as of this writing on XX/XX/XXXX there is no communication on the part of Fembi XXXX stating that indeed an investigation did indeed take place and its result ( positive or negative ) nor addressing measures against anti retaliation nor protection mechanisms against further access to my PII. Additionally, in the last letter received from legal, they communicated and disclosed for the first time that a personal electronic device ( phone ) was used to carry official business. On that electronic device privileged and confidential information ( PII ) was disclosed instead of being a secure financial institution communications device which can then subsequently be properly disposed and PII information properly be destroyed. At all times it was assumed that this was an official communications device not a personal device and now they allege that I harassed the employee through his personal device in a cease and desist letter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation