Companies › Credit reporting or other personal consumer reports
Who is complaining aboutFIRSTBANK PUERTO RICO?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
Complaints, last 12 months
94
72 in the 12 months before · 870 since 2012 · under 0.1% of all complaints the CFPB received
For its size
4.89per $1bn in assets
Against $19 billion, the assets of its FDIC-insured bank as of 30 Jun 2026.
Fewer than five peer companies in the same category share this size measure, so no peer median is shown.
In the 12 months to 30 Sep 2026 the CFPB received 94 complaints naming FIRSTBANK PUERTO RICO, up 31% on the 72 of the 12 months before. Since 2012 the total is 870.
The FDIC-insured bank of FIRSTBANK PUERTO RICO reported $19 billion in assets as of 30 Jun 2026. Its 94 complaints in 12 months work out to 4.89 per $1 billion of those assets. Assets measure the whole institution: one with a large card or consumer-lending business has many more customers per dollar of assets than a commercial or community bank, and its figure will sit higher for that reason alone.
29.8% of the complaints in that period fall under the CFPB product category “Credit reporting or other personal consumer reports”, followed by “Checking or savings account” at 22.3%. The issue selected most often was “Incorrect information on your report” (27.7%).
How the company's responses were recorded over the 12 months: 91.5% closed with an explanation, 0% closed with non-monetary relief, 1.1% closed with monetary relief, and 7.4% still in progress when the file was published. 100% of responses were marked timely; the median among the 131 companies whose complaints mainly concern “Credit reporting or other personal consumer reports” is 99.9%.
Among those 131 peer companies the median received 160 complaints in the same 12 months. A complaint is a consumer's account and is not a finding against the company; the CFPB does not verify every allegation in a complaint before publishing it.
Windows end on 30 Sep 2026, the last date in the CFPB file. The latest two to three weeks are incomplete because a complaint is published only after the company responds or 15 days pass.
Compared with peer companies
| Measure | FIRSTBANK PUERTO RICO | Peer median (131 companies) | All complaints nationally |
|---|---|---|---|
| Complaints, last 12 months | 94 | 160 | 6,938,056 |
| Change on the 12 months before | 31% | 26% | 45% |
| Responses marked timely | 100% | 99.9% | 99.6% |
| Closed with monetary or non-monetary relief | 1.1% | 0% | 31.6% |
Peers are the 131 companies on this site whose largest complaint category is Credit reporting or other personal consumer reports and that received at least 20 complaints in the last 12 months. Peer companies differ widely in size; a per-size row appears only when at least five peers share this company's size measure, and its median is taken over those peers alone.
Complaints by month
What the complaints are about
Products and issues are the categories the consumer selects on the CFPB form, shown with the CFPB's wording, in the last 12 months.
- Credit reporting or other personal consumer reports28 · 29.8%
- Checking or savings account21 · 22.3%
- Mortgage18 · 19.1%
- Vehicle loan or lease11 · 11.7%
- Money transfer, virtual currency, or money service7 · 7.4%
- All other categories9 · 9.6%
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Incorrect information on your report | 26 | 27.7% |
| Managing an account | 16 | 17% |
| Trouble during payment process | 11 | 11.7% |
| Problems at the end of the loan or lease | 5 | 5.3% |
| Problem with a company's investigation into an existing problem | 3 | 3.2% |
| Closing on a mortgage | 3 | 3.2% |
| Struggling to pay your loan | 2 | 2.1% |
| Managing the loan or lease | 2 | 2.1% |
| Closing an account | 2 | 2.1% |
| Other transaction problem | 2 | 2.1% |
| Other CFPB issue categories | 22 | 23.4% |
Credit reporting or other personal consumer reports
28 complaints in the last 12 months (29.8% of this company's total); 17 in the 12 months before. That is under 0.1% of all complaints in the category nationally. 0% of closed complaints ended with relief; 100% of responses were timely.
Issues
| Issue | Complaints | Share |
|---|---|---|
| Incorrect information on your report | 24 | 85.7% |
| Problem with a company's investigation into an existing problem | 3 | 10.7% |
| Improper use of your report | 1 | 3.6% |
Sub-products
| Sub-product | Complaints | Share |
|---|---|---|
| Credit reporting | 28 | 100% |
Checking or savings account
21 complaints in the last 12 months (22.3% of this company's total); 21 in the 12 months before. That is under 0.1% of all complaints in the category nationally. 4.8% of closed complaints ended with relief; 100% of responses were timely.
Issues
| Issue | Complaints | Share |
|---|---|---|
| Managing an account | 16 | 76.2% |
| Closing an account | 2 | 9.5% |
| Problem caused by your funds being low | 2 | 9.5% |
| Problem with a lender or other company charging your account | 1 | 4.8% |
Sub-products
| Sub-product | Complaints | Share |
|---|---|---|
| Checking account | 20 | 95.2% |
| CD (Certificate of Deposit) | 1 | 4.8% |
Mortgage
18 complaints in the last 12 months (19.1% of this company's total); 8 in the 12 months before. That is 0.1% of all complaints in the category nationally. 0% of closed complaints ended with relief; 100% of responses were timely.
Issues
| Issue | Complaints | Share |
|---|---|---|
| Trouble during payment process | 11 | 61.1% |
| Closing on a mortgage | 3 | 16.7% |
| Applying for a mortgage or refinancing an existing mortgage | 2 | 11.1% |
| Struggling to pay mortgage | 1 | 5.6% |
| Incorrect information on your report | 1 | 5.6% |
Sub-products
| Sub-product | Complaints | Share |
|---|---|---|
| Conventional home mortgage | 11 | 61.1% |
| FHA mortgage | 6 | 33.3% |
| USDA mortgage | 1 | 5.6% |
Vehicle loan or lease
11 complaints in the last 12 months (11.7% of this company's total); 9 in the 12 months before. That is under 0.1% of all complaints in the category nationally. 0% of closed complaints ended with relief; 100% of responses were timely.
Issues
| Issue | Complaints | Share |
|---|---|---|
| Problems at the end of the loan or lease | 5 | 45.5% |
| Managing the loan or lease | 2 | 18.2% |
| Repossession | 2 | 18.2% |
| Struggling to pay your loan | 1 | 9.1% |
| Incorrect information on your report | 1 | 9.1% |
Sub-products
| Sub-product | Complaints | Share |
|---|---|---|
| Loan | 8 | 72.7% |
| Lease | 3 | 27.3% |
How the company responded
The CFPB records one closing category for each complaint, chosen by the company. Shares are of all complaints in the last 12 months.
- Closed with explanation86 · 91.5%
- In progress7 · 7.4%
- Closed with monetary relief1 · 1.1%
The current CFPB export carries no consumer-disputed field, so no disputed rate is shown. The CFPB stopped collecting that field in April 2017.
The company's optional public response
Companies may choose one public response category from a CFPB list. These are the company's own selections.
| Company public response (CFPB category) | Complaints | Share |
|---|---|---|
| No public response category recorded | 93 | 98.9% |
| Company has responded to the consumer and the CFPB and chooses not to provide a public response | 1 | 1.1% |
Where the complaints come from
| State (as reported by the consumer) | Complaints | Share |
|---|---|---|
| Florida | 11 | 11.7% |
| New Jersey | 3 | 3.2% |
| Texas | 2 | 2.1% |
| District of Columbia | 2 | 2.1% |
| Virginia | 1 | 1.1% |
| New York | 1 | 1.1% |
| Iowa | 1 | 1.1% |
| Pennsylvania | 1 | 1.1% |
| Connecticut | 1 | 1.1% |
| Louisiana | 1 | 1.1% |
Top 10 of 10 states with at least one complaint in the last 12 months. State counts follow population and where the company does business.
Other companies in the same category
Companies whose complaints mainly concern Credit reporting or other personal consumer reports, nearest in complaint volume. Listed for navigation, in no order of merit.
Questions and answers
How many complaints has the CFPB received about FIRSTBANK PUERTO RICO?
94 in the 12 months to 30 Sep 2026 (72 in the 12 months before that) and 870 since 2012. 2 arrived in the last 30 days and 22 in the last 90 days; the most recent weeks are incomplete because a complaint is published only once the company responds or after 15 days.
How does that compare for its size?
The FDIC-insured bank of FIRSTBANK PUERTO RICO reported $19 billion in assets as of 30 Jun 2026. Its 94 complaints in 12 months work out to 4.89 per $1 billion of those assets. Assets measure the whole institution: one with a large card or consumer-lending business has many more customers per dollar of assets than a commercial or community bank, and its figure will sit higher for that reason alone. The CFPB's own caution: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.”
What are people complaining about?
29.8% of complaints in the last 12 months are filed under “Credit reporting or other personal consumer reports”. The issues selected most often were “Incorrect information on your report” (27.7%), “Managing an account” (17%), “Trouble during payment process” (11.7%). These are the categories the consumer picks on the CFPB form; the text of complaints is not used on this site.
How does FIRSTBANK PUERTO RICO respond to complaints?
91.5% were closed with an explanation, 0% with non-monetary relief and 1.1% with monetary relief; 100% of responses were timely (peer median 99.9%).
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. The Bureau publishes a complaint after the company responds, confirming a commercial relationship with the consumer, or after 15 days, whichever comes first. A complaint on file is not a finding that the company did anything wrong.
Where do these figures come from?
From the CFPB Consumer Complaint Database bulk file, counted through 30 Sep 2026, using only the coded fields (company, product, issue, state, dates, company response). Company size comes from FDIC, NCUA or HMDA public files where the company appears in one. Company names are shown as the CFPB publishes them.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 30 Sep 2026, complaints received through 30 Sep 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. The company name is shown as the CFPB publishes it. Size measure matched by name to: FirstBank Puerto Rico. Companies can respond to the CFPB about any complaint; errors in this site's processing are fixed at the next daily build. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. See this company's complaints at the CFPB · Methodology · Report an error.