Consumer complaint received 2015-09-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: FIRSTBANK PUERTO RICO
State: GA

Complaint narrative:
I have a mortgage loan with Firstbank Puerto Rico. The monthly payments are extracted directly from my bank of account every month by Firstbank. The monthly amount is {$1100.00} for which {$790.00} corresponds to the mortgage payment and {$330.00} additional payment to principal. 
XX/XX/2015 I sent a letter to Firstbank requesting to change the bank account number they had in records for the direct deposit since I was closing the account. See attachment. 
XX/XX/2015 Called the bank and made payment over the phone to cover XX/XX/XXXX for the amount of {$790.00}. Received email confirmation that the payment over the phone was processed. See attachment. 
XX/XX/2015 Received a letter from Firstbank dated XXXX/XXXX/2015 stating that the draft in the amount of {$1100.00} has been returned due to insufficient funds. Total amount due : {$880.00} includes {$38.00} late charges and {$45.00} NSF feesXX/XX/2015 - Received a letter from the bank dated XXXX/XXXX/2015 confirming the request to change the bank account number for the automatic debit. 
XXXX/XXXX/2015 - Called the bank to confirm that the new account number was in placed and that the payment for XX/XX/XXXX is being extracted from the new account. The CSR confirmed that the account number was changed to the one I had requested. She also informed me that XX/XX/XXXX was past due. 
I sent a letter ( claim ) requesting the payment made over the phone on XX/XX/XXXX to be applied to the month of XX/XX/XXXX and send bank statement showing that there were sufficient funds in the account and that money came out of the account. See attachments. 
XXXX Mortgage payment extracted for Firstbank for the amount of $ XXXXXX/XX/2015- Called the bank and CSR confirmed that the payment for XX/XX/XXXX was made and now XX/XX/XXXX was pending. I explained to the CSR that the payment for XX/XX/XXXX was made on XXXX/XXXX/2015. She asked me to check in a few days to check if it was applied. 
XX/XX/2015 Called the bank and the CSR informed me that the payment for XX/XX/XXXX is past due. I requested to speak to a Supervisor. I spoke with XXXX XXXX and he said she would check the situation and would call me. 
XX/XX/2015 Called the bank and spoke with XXXX XXXX XXXX XXXX He saw all the transactions in the system and confirmed that the payment for XXXX was applied to XX/XX/XXXX and the payment for XX/XX/XXXX made over the phone was in some kind of " unclassified '' account. XXXX XXXX told me that he discussed his findings with the XXXX XXXX XXXX. I spoke with XXXX XXXX and he said that he already submitted everything to " them '' and we were waiting on resolution. ( call duration:62 minutes ) In order to avoid having the same issue in XX/XX/XXXX, I made a payment over the phone today for the amount of {$790.00} to cover XX/XX/XXXX. I also ran a personal credit report from XXXX and it shows the account on status " 30 days late ''. I would like to see resolution of this situation as soon as possible and would like for the bank to work with the credit agencies to fix the rating information.

Company response to consumer: Closed with explanation