Consumer complaint received 2021-09-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: FIRSTBANK PUERTO RICO
State: PR

Complaint narrative:
my complaint it is against Firstbank of Puerto Rico. I have personal and business accounts since fiscal year XXXX. I have several unauthorized charges on my account ending XXXX. Last month in XX/XX/XXXX I reported via customer service phone number XXXX that XXXX XXXX charged me {$16.00} in XX/XX/XXXX and XXXX XXXX XXXX charged me {$29.00} on XX/XX/XXXX without my authorization and knowledge, also update and add my phone number XXXX. I said that I did not received any services neither bought books and/reports for those merchants. The bank associate XXXX XXXX assisted me ( Firstbank claim reference number XXXX, dateXX/XX/XXXX ). To this date I did not received any notification about the status of my complaint. I asked last week in the FirstBank of Puerto Rico XXXX Branch about my accounts statements of XX/XX/XXXX that I did not received it and I notified last Month in XX/XX/XXXX that I have issues with my statements that the bank did not sent from XX/XX/XXXX my business accounts statements and the personal uno account statements are getting late not received first week of the months, and I did not received several months ago the statements of my nonprofit organization XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the statements to my updated address due to XX/XX/XXXXdisaster. I called today to follow up my claims as the associate in XXXX Branch told me that I have to call. And I was threatened to block my accounts for making claims about unauthorized transactions that again were charged more than one time, she also told that I only have 60 days to make a claim and that it is a lie.I response that I know my rights and that she did not know about my reason that I went through XX/XX/XXXX disaster and caused to the same institution that took me off my replacement and only transportation an essential product in the middle of the emergency caused more damages and losses, and the government of US gave extension for the national world disaster. She did care about what I said and said in threatened way that the investigation department will cancel my visa debt card during my trip next week. I again explained and told her that I need that the institution DO NOT cancel and/or any of my visa debit cards neither my account because i need it for my work travel trip next week for the expenses of flight tickets, car transportation reservations, hotel accommodations ' reservations and that i did not request neither authorized any cancelation or blocks on my accounts that they can not due that. That in last trip on XXXX for study arrangements and relocations plans they canceled and blocked my two visa debit cards in the last day of my trip to Florida and I received a physical aggression for the actions that they made in a gas station then request my receipts of the cash payments after the FirstBank of PR blocked my accounts and the gas station declined my visa debit card of my personal and business accounts without my concern, without my authorization, without any previous notification, and I received the aggression from a XXXX woman recalling that XXXX XX/XX/XXXX and recent XXXX XX/XX/XXXXby police abuses. That they failed to protect my account and that they caused me that I received that aggression and put my life and security in immediate risk. I explained to her again that I already notified that I have a job related trip next week that I need my cards and money available because I will travel alone and have no space to errors or deliberated situations to recurrent violations of my rights. My right to work, my right to education, my right to liberty, my right to have access to standard of living, my right to freely move in my country as a free us citizen and that the bank institution can not impede me by blocking my accounts, cards and access to my money and services in equal opportunities to other citizen. that I have the right to make the claims because I understand that the charges are unauthorized and because I did not received any services or product. that I need to protect my money from the merchants that are making unauthorized charges and fraudulent charges. I make a claims today XX/XX/XXXX in FirstBank of Puerto Rico for XXXX XXXX XXXX XXXX that make a {$69.00} unauthorized charges in XX/XX/XXXX, the associate name was XXXX XXXX and said that there no transaction for that merchant for XX/XX/XXXX, i said would you please verify for XX/XX/XXXX said that there no transaction, I replied I have a receipt of the merchant XXXX XXXX XXXX XXXX for {$69.00} for XX/XX/XXXX, she said no transaction for that merchant for XX/XX/XXXX, that she need a merchant transaction to make the claim. I said ok i need to make another claim for other merchant XXXX XXXX that I applied for XX/XX/XXXXfor Fall XXXX ( XX/XX/XXXX ) and they did not answer my application neither responded to me about it. The transaction was XX/XX/XXXX that I did not received any service as I paid so I deserved a refund of the payment. I asked about the status of the previous claim and she said that they determined that the charges are recurrent and I have to contact the merchant, I respond that I did not received any notification about the bank neither I was not oriented or informed about submission of explicative letter as she said. i request a reclaim for merchants XX/XX/XXXX that in XX/XX/XXXX charged again {$16.00} without my authorization and without receiving any services or books bought it. And that they previously charged {$16.00} in XX/XX/XXXX that I make a previous claim and I did not recieved my money back, and that it is steal, because I did not authorized any charges. I make another claim because XXXX make recurrent charges without my authorization make another charges of {$29.00} on XX/XX/XXXX and I did not received my statement on time to verify the transactions and I am a XXXX disaster survivor and I did not received my refund of {$29.00} from XXXX of the previous claim of charges on XX/XX/XXXX. She gave me second firstbank claim number XXXX for the three merchants XXXX, XXXX and XXXX XXXX and said that XXXX XXXX XXXX XXXX transaction it is not processed or not appeared as processed. I need my refund for the cliams that I make for claim # XXXX of XX/XX/XXXX with XXXX XXXX for XX/XX/XXXX XX/XX/XXXX of {$29.00}, and for XX/XX/XXXX forXX/XX/XXXX for {$16.00}, and for claim # : XXXX of XX/XX/XXXX for XX/XX/XXXX of XXXX for {$29.00}, for XX/XX/XXXX for XX/XX/XXXX for {$16.00}, for XX/XX/XXXX forXX/XX/XXXX for {$31.00}, and for XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX-Credit repair service agency ) for {$69.00} in XX/XX/XXXX. And I need the bank institution stop threatened me saying to block and cancel my accounts and visa debit cards were I need it most during traveling, stop to put my life in danger by blocking and/or cancel my visa debit cards and/or accounts against my consumer rights and human rights, stop to make actions without my concern and authorization in my personal and business accounts and against me, against my safety and against my rights, stop violating my rights and refund me complete my money an approximately amount of {$190.00}, because they failed to protect me as a consumer and i am not agreed to cancel and change my cards when I have other in progress transactions for my trip and previous transactions on record and due that they failed to protect me I considered that I have not to pay additional charges for the bank make money through cancelation and replacements of accounts visa cards that they do not have on any branches immediately at the request and the consumer have to wait for more that 10 days and 20 days as was my case at the opening of the accounts that they failed to provided me the provisional atm cards and I have to went to the branch and request it twice for both accounts, because i did not received by mail and then someone in my neighborhood as stalker steal my mailing and my documents for identity theft as was my case when someone entered to my house and steal my other banking institution claims of XX/XX/XXXX, my sealed business taxes of Fiscal year XXXX, my banks accounts statements provisional and the official received in the mail and atm credit cards of firstbank, banco popular and XX/XX/XXXXdebit card and more than {$900.00} in cash from unemployment XXXX aids, they ( the neighborh broken the front entrance door in the left side and they are opening, also took copies and originals documentation related to my profession, training certifications in lean enterprise, health certificates, and deleted data of the computers, they also steal my mailing box keys, and damaged other property like clothes and shoes, bicycle, previous car tires, water hose, furniture, and computers hardware. It is unfair that I have to take my time to make a claim to validate my rights, when I supposed to make other stuff like preparing myself for the test and working. And have to walk like 8 miles far away from my house to visit the Firstbank of PR XXXX Branch to transferred my money from personal account to y business account to protect it from those merchants, to deliver a claim explicative letter and when they took my only replaced transportation on XX/XX/XXXX and left me without transportation 85 miles away from my house without they paid me transportation, and not refund me my advance payment after more than 1year and 6 months that they removed the transportation and discriminately denied me an auto loan in same terms as other applicants. It is unfair that I have to pay {$20.00} for optional external public transportation to get to the branch to request another visa debit card when i need it next Tuesday. And it is not true that I have time to request before the trip because it is very difficult to me to visit the banking branch regularly as their associates assumed that everybody have own transportation an in not considered way said that i had time to request it and don't do it.Also i found that Ineed another refund for charges of intellius in XX/XX/XXXX for {$29.00} it was an unauthorized charges.

Company response to consumer: Closed with explanation