First Bank
Complaint Dept.
Customer Service Center
1130 Munoz Rivera Ave.
San Juan, Puerto Rico 00927
Dear Sir/Madam:
On behalf of my father, MOISES SANTIAGO, I want to file a formal complaint with First Bank; especially your branch located in Dorado, Puerto Rico. The service we received from the staff at this site was appalling, condescending and bluntly put “ignorant”. People like: Loreana Hernandez, Javier Atanacio and Antonio Valdez should not be at the forefront of your company; they have no concept of what customer service means.
Over the course of two months my father has been trying to resolve the issue of getting a new ATM card; the original card he had, the magnetic strip was worn and did not work. A new card was sent after requesting the card for more than 30 days; but, he was not able to activate it because according to your staff he had to go in person to the Dorado Branch in Puerto Rico. My dad requested that they activate the card via telephone; he was told it could not be done. He requested they issue another card with the same pin he had before, he was refused. His only option was to show up at the branch.
It was explained clearly, on several occasions, to Ms. Hernandez, that the client, Moises Santiago was in Pennsylvania, USA. And would not be able to visit the branch in person. My father and all of my brothers and sisters asked Ms Hernandez for guidance during the course of this entire time. We all explained pointlessly that our father was in dire need of funds; that this was a disastrous inconvenience. My father is a diabetic and also suffers from hypertension and has not been able to get his medication for almost a month. We pleaded and begged for a resolution; her best response was to call back when the manager, Mr. Valdez or assistant manager, Javier Atanacio were available.
Apparently, they are never available because its been two months and not one returned phone call has been placed by these people. The only constant contact we’ve had was Ms Hernandez; apparently she is the one that “truly“ is in charge at the Dorado site. She has been very rude, short and not helpful at all. We were kept on hold for more than 45 minutes on numerous times or simply disconnected.
Today, after spending an entire day on the phone with my father and myself, with faxes and several letters going back and forth; Ms Hernandez told us to simply close the account. We (my father and myself) told her that my father did not really want to close the account, he simply needed some funds made available. We requested that the funds be transferred to my father’s new account in Pennsylvania via wire. We faxed over a hand written letter with all the new bank’s account information, ABA number, with my father’s signature, a copy of his drivers license and social security card. We were refused. We asked that the account with your bank be coded as a checking account from a savings so that we could transfer funds online. We were again refused. She boldly and frankly expressed how frustrating this dilemma had been to her and the branch. This issue was taking too much of her time; Ms Hernandez suggested that it was more convenient for my father to end his relationship with the bank. She demanded that we refax all the information over once again but this time, she requested a typed letter, much better written than the previous one. She told us the hand written letter was not professional enough in her opinion. She stressed the fact that it was already 3:30 pm and that the bank closed at 4 pm. She wanted and expressed clearly that she needed the fax before closing. We called at 3:50 pm and she stated that a check would be mailed to my father’s current address in Pennsylvania and hung up.
I cannot begin to express my frustration and my extreme disappointment with your institution; it simply cannot be expressed in words. No one deserves to be treated this way especially since my father has been a customer since May. The stress that this situation has caused our family is truly devastating; not to mention the inconvenience. Your institution does not deserve to be in business. We are definitely filing a complaint with the Better Business Bureau and the local media against your bank
People need to be informed about the unprofessional staff and the atrocities associated with your bank.
I would like to expect a response and/or an apology, but based on our experience; I am sure we will never get one.
Aida M Santiago
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