Consumer complaint received 2026-06-09 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:
Between XX/XX/year> and XX/XX/year>, a checking account held at FirstBank Puerto Rico was subjected to an extensive, unauthorized cyber-intrusion and systemic identity theft scheme. Unknown XXXX parties executed a series of repetitive, unauthorized electronic fund transfers XXXX XXXX XXXX via the debit card linked to the account. These fraudulent transactions were routed through merchants including XXXX XXXX, XXXX ( under a fraudulent account named " XXXX XXXX '' ), XXXX XXXX, XXXX, and XXXX. The unauthorized activity completely depleted the account balance to zero, resulting in a total direct loss of {$24000.00} USD. This stolen sum critically included {$7900.00} USD in protected federal graduate student financial aid allocations ( Direct PLUS Grad ). A formal fraud and billing error dispute was promptly filed with the depository institution. On XX/XX/year>, FirstBank Puerto Rico issued a summary denial of the claim and permanently closed the checking account during an active dispute, blocking access to all underlying financial and transaction records. The financial institution has flatly refused to provide the mandatory technical evidence, interaction logs, or documentation upon which they supposedly relied to base their denial, in flagrant violation of its federal statutory obligations under Regulation XXXX of the Electronic Fund Transfer Act ( EFTA ), specifically 12 CFR 1005.11 ( d ) ( 2 ). The validity of the underlying identity theft is independently verified by concurrent corporate determinations. On XX/XX/year>, XXXXXXXX XXXX XXXX XXXX completed a parallel forensic investigation covering the exact same timeframe, formally certifying that an account opened under the consumer 's identity was 100 % unauthorized, clearing all liability, and ordering major credit bureaus to purge the fraudulent records. Furthermore, a critical fact was publicly disclosed on XX/XX/year>, revealing that XXXX XXXX XXXX ( the operator and administrator of the XXXX XXXX payment processing network integrated with FirstBank PR ) suffered a severe data breach that occurred months prior. This network-wide exposure aligns perfectly with the XXXXXXXX XXXX fraud window, establishing the precise data-vulnerability vector utilized by the cyber-intruders to compromise credentials, and completely invalidating the bank 's claim that the transactions were consumer-authorized. This matter was previously submitted to the Federal Deposit Insurance Corporation ( FDIC ) under Case No. XXXX. On XX/XX/year>, the FDIC closed its file and officially forwarded the correspondence to the Consumer Financial Protection Bureau ( CFPB ) as a high-priority federal regulatory referral. Requested Resolution : Compel FirstBank Puerto Rico to immediately comply with 12 CFR 1005.11 ( d ) ( 2 ) by producing all unredacted technical interaction logs, XXXX verification data, and device signatures linked to the disputed transactions, and enforce full restitution and reversal of the {$24000.00} USD in unauthorized charges.

Company response to consumer: Closed with explanation