Vehicle loan or lease -- Managing the loan or lease -- Complaint #4936418
Complaint Overview
Complaint ID: 4936418
Company: Firstbank Puerto Rico
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with fees charged
State: Virginia
ZIP Code: 22202
Date Received: 2021-11-22T12:00:00-05:00
Date Sent to Company: 2021-11-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I took out a car loan with First Bank of Puerto Rico back in XX/XX/XXXX. I completely paid said loan on Tuesday XX/XX/XXXX. When paying off the loan, I accidentally made an excess payment through their online portal for the amount of {$490.00}. I contacted the bank throughout the month of XXXX to get the payment back and have been compliant in providing evidence from my primary bank, XXXX XXXX XXXX XXXX EXHBT 1 ). Even after showing the evidence, the bank denied having received the payment. After several weeks on XX/XX/XXXX, I get a letter dated XX/XX/XXXX stating that they did indeed receive the payment and that they would be sending me a check with the amount ( EXHBT 4 ). To this day, I have not yet received the promised check from the bank. I keep calling every month and their Department & Lending claims staff say they have tried sending the check to my address and that it is not valid. This does not make sense as they sent the letter saying they would pay the money back to the same address! They have also stated that they have called my phone number which is false as I have not received any calls ( XXXX ). They never call me back to try and resolve the issue and just say " They will try to escalate and get back to me '' It has been 4 months of this.
Frequently Asked Questions
What is Complaint #4936418 about?
Complaint #4936418 was filed against Firstbank Puerto Rico regarding Vehicle loan or lease specifically about Managing the loan or lease. It was received by the CFPB on 2021-11-22T12:00:00-05:00.
How did Firstbank Puerto Rico respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Vehicle loan or lease) and describe your issue in detail.
Can I see other complaints against Firstbank Puerto Rico?
Yes, visit the Firstbank Puerto Rico company profile at readthecomplaint.com/company/firstbank-puerto-rico to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.