FIRSTBANK PUERTO RICO — Rated VERY HIGH
Consumer complaint rating · Based on federal CFPB data · How we score
Score: complaint rate (60%) · problems resolved (30%) · money returned (10%) · full methodology
If you are a customer of FIRSTBANK PUERTO RICO, the data shows an above-average complaint rate. More customers here needed to escalate disputes than at most comparable institutions.
1 in 2,392 customers felt they had no choice but to complain officially
This is not a complaint to customer service. This is a formal complaint filed with the US government, on permanent public record — the last resort after everything else failed.
660 people complained officially and got absolutely nothing
That is 94% of everyone who escalated. They filed. They waited. They were told no. No money returned. No correction made.
Only 3% of complaints resulted in any money being returned
A further 94% were closed with an explanation only — the institution said "we disagree." No money moved. No correction made. The complaint was marked resolved.
98% response rate — but only 6% of complaints were actually resolved
The law requires a reply within 15 days — and they met that. But replying is not the same as fixing. The data shows they are far better at responding than resolving.
31% of all complaints come from Mortgages alone
That is 216 individual complaints in one product area. If you hold a mortgages account here, this risk applies directly to you.
Mortgages — 0.13 complaints per 1,000 customers
Customers most commonly report payments applied to the wrong account, loan modification requests that did not progress, and processing errors during the most financially critical moment of their lives.
A note on accuracy: this institution's customer base is estimated from deposit data rather than directly measured. The complaints are real federal filings. The rate per customer carries some uncertainty — treat it as a strong directional signal.
All figures from the CFPB Consumer Complaint Database and FDIC BankFind — US federal public records.
You might be thinking: this probably won't happen to me. You're right — most customers here never need to file a federal complaint. But 1 in 2392 did. And of those who escalated, 94% walked away with nothing resolved. The question isn't whether it will happen — it's whether you want to bank somewhere with better odds if it does.
✦ Our Top Recommendation
HUNTINGTON NATIONAL BANK, THE
1.1× lower complaint rate than FIRSTBANK PUERTO RICO
- Federal data records a complaint rate of 0.39/1,000 customers — significantly fewer unresolved complaints than FIRSTBANK PUERTO RICO
- If you ever needed to escalate a problem, you would statistically be 1.1× less likely to end up filing with the federal government
- Switching takes about 2 hours of active effort — see our step-by-step guide
▼ See 2 more alternatives
TRUIST FINANCIAL CORPORATION
1.0× lower · 0.42/1k
EVERBANK, NATIONAL ASSOCIATION
0.9× lower · 0.45/1k
“But switching banks sounds like a headache.”
It usually isn't. The average US bank switch takes under 2 hours of active effort, spread across about 10 days. Direct debits can be moved one at a time. Your employer redirects your salary in one pay cycle. You run both accounts in parallel for 30 days — then close the old one.
Read our step-by-step switching guide →What does this confidence level mean?
Medium confidence — complaint sample is large (699 complaints), but the customer estimate uses deposit data which may not fully represent this institution's customer base. The rate is directionally accurate; treat the exact figure as a range rather than a precise score.
Full Data Record
Complaint Rate
0.42/1k
customers per year (CFPB data)
Total Complaints Filed
699
with the CFPB (2011–present)
"We Disagree" Letters
94%
closed with "we disagree" — no fix, no money
Accepted Bank's Rejection
92%
of complainants gave up after bank said no
People Who Got Nothing
660
escalated to federal level and walked away empty-handed
Estimated True Impact
13,980
estimated affected customers (CFPB: ~5% ever file)
How This Compares
FIRSTBANK PUERTO RICO's complaint rate of 0.42/1,000 ranks better than 55% of institutions in the ComplaintRate dataset.
▼ Show comparison chart (5 rated institutions)
Breakdown by Product
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▼ Methodology & data sources
Complaint rates are calculated by dividing total CFPB complaints by estimated customer base (derived from FDIC deposit data), normalised to complaints per 1,000 customers per year. Source: Consumer Financial Protection Bureau public complaint database (2011–present).
Resolution statistics reflect outcomes recorded in the CFPB database as reported by financial institutions. All language describes what the data shows — not the intent of any institution.
Composite Risk Score weights complaint rate (60%), resolution rate (30%), and monetary relief rate (10%). Full methodology →