FirstBank of Puerto Rico Mortgage Complaint

FirstBank of Puerto Rico Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Georgia

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. -/-/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. -/-/2015 Called the bank and made payment over the phone to cover -/-/- for the amount of $790.00. Received email confirmation that the payment over the phone was processed. See attachment. -/-/2015 Received a letter from Firstbank dated -/-/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 fees-/-/2015 - Received a letter from the bank dated -/-/2015 confirming the request to change the bank account number for the automatic debit. -/-/2015 - Called the bank to confirm that the new account number was in placed and that the payment for -/-/- is being extracted from the new account. The CSR confirmed that the account number was changed


the account and that money came out of the account. See attachments. - Mortgage payment extracted for Firstbank for the amount of $ -/-/2015- Called the bank and CSR confirmed that the payment for -/-/- was made and now -/-/- was pending. I explained to the CSR that the payment for -/-/- was made on -/-/2015. She asked me to check in a few days to check if it was applied. -/-/2015 Called the bank and the CSR informed me that the payment for -/-/- is past due. I requested to speak to a Supervisor. I spoke with - - and he said she would check the situation and would call me. -/-/2015 Called the bank and spoke with - - - - He saw all the transactions in the system and confirmed that the payment for - was applied to -/-/- and the payment for -/-/- made over the phone was in some kind of unclassified '' account. - - told me that he discussed his findings with the - - -. I spoke with - - 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 -/-/-, I made a payment over the phone today for the amount of $790.00 to cover -/-/-. I also ran a personal credit report from - 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.