We are here to help you. Here you will find the answers to the most frequently asked questions related to the integration process in stages.
After FirstBank's acquisition of Banco Santander Puerto Rico, you will have a financial institution with greater resources to help you fulfill your goals and continue bringing you the top quality service that you are accustomed to. As an immediate benefit, you may use more than 445 ATMs, free of charge.
Once the integration process is completed, you will have access to:
For the time being, your products from Banco Santander Puerto Rico will remain the same, except for mortgage, insurance and commercial loan products that have already completed the transition process. Stay tuned for future updates on the next stages of integration.
The process for integrating products has been designed in stages to minimize any impact on the services we provide. Mortgages, insurance products and commercial loans have already completed the integration process to FirstBank. We encourage you to keep checking your mailbox, email, and our social media for more details on each step of the transition.
For the time being, the agreements and functions of your financial products and services from Banco Santander Puerto Rico will remain the same. As part of the integration process, should there be any change, you will receive details about the new terms and conditions of your products.
As part of the integration process, we will notify you of any changes in your products and services through mail and email. We encourage you to contact us at 787-281-2000 and validate your contact information as it appears in our system.
Until the integration process is completed, your accounts and products, as well as their terms and functions, will remain the same. You should keep an eye out for official communications during the integration process, since these will notify you of any possible changes.
Yes, you will have access to the funds in your account as usual
For the time being, you will continue using your debit or credit card from Banco Santander Puerto Rico, as the integration process has not started. If your debit or credit card expires before the integration, you will receive a replacement by mail with the Banco Santander Puerto Rico logo and you may use it as usual. During the integration process, we will issue new cards with the FirstBank logo. For more information, keep an eye out for our official communications.
No, the PIN number of your debit or credit card will not change since you may continue using your current card. During the integration process, we will send you new cards with sufficient time for you to activate them and not be affected.
For the time being, FirstBank will not make changes to your account numbers. Therefore, you may continue receiving your direct deposits and programming your automatic payments or debits as usual. You must be alert to official communications during the integration process to learn about any changes.
The FDIC insurance amount is $250,000 per depositor, per insured bank, for each category of account ownership. When two or more banks merge, the deposits in the bank that has been acquired are insured separately from the deposits in the acquiring bank, for a period of six (6) months from the date of the merger. This grace period gives depositors the chance to restructure their accounts, if necessary. The certificates of deposit (CDs) of the acquired bank are insured separately until the expiration date after the grace period has ended. The CDs that expire within the period of six (6) months and are renewed for the same term and in the same monetary value (either with or without accrued interest) will continue to be insured separately until the first expiration date after the period of six (6) months. If a CD expires within the grace period of six (6) months and is renewed with any other criteria, it would be insured only until the end of the grace period of six (6) months. For more information about FDIC coverage, you may visit https://www.fdic.gov/deposit/covered/categories.html
You must continue sending payments for your products from Banco Santander Puerto Rico to the address in your booklet or the one you usually use, with the exception of mortgage, insurance and commercial loan products. During the integration process, you will receive details of any change in the manner in which to send your payments.
As a customer of Banco Santander Puerto Rico, you will continue accessing Santander eBanking and the Santander PR app to see your accounts, make payments, and complete other transactions until the integration of your account to FirstBank is completed. For more details, be alert to official communications during the integration process of different products.
To better assist you, until we complete the integration process, you must continue calling Banco en Casa at 787-281-2000 or 1-800-726-8263 for customer service. Be on the lookout for official communications during the integration process to learn about any changes.
Deferment agreements due to the COVID-19 pandemic and Loss Mitigation procedures regarding mortgage loans for the products with Banco Santander Puerto Rico will continue as usual, per agreement with the bank. For more details, be alert to official communications during the integration process.
For the time being, Banco Santander Puerto Rico branches will not experience any changes and will continue offering banking services and operating during regular business hours as usual. We will notify you of any changes in advance.
Until the integration process is completed, operations for both banks will continue independently. Therefore, you must use the branches and channels of the bank from which you acquired your product. As part of the integration process, the products from Banco Santander Puerto Rico will be transferred to FirstBank in stages. Some of these products have already been converted to FirstBank over the past few months and customers were notified of this change. For your benefit, once your product from Banco Santander Puerto Rico is transferred to FirstBank's systems, you may use FirstBank's branches and channels. Likewise, you may make payments and deposits with checks at the Banco Santander Puerto Rico branches, also using the transaction mailboxes located at these branches.
For the time being, our branches will continue operating during regular business hours. For updated information on Banco Santander Puerto Rico business hours, we encourage you to consult the branch search engine on their website, santander.pr, or on the Santander PR app. You may also call us at 787-281-2000 or 1-800-726-8263.
Yes. As of September 1, 2020, you may use the ATMs of both FirstBank and Banco Santander Puerto Rico to verify balances and withdraw cash without service fees. To find the closest ATM, click here.
For the time being, and until the conversion process of your deposit account is completed, you must continue using Banco Santander Puerto Rico's Depósito Simple ATMs to deposit your checks or cash. However, you may continue using the ATMs with Depósito Expreso, as well as other FirstBank tellers to withdraw cash or verify the balance of your accounts free of charge.
As part of this acquisition, and once the integration process is completed, you will have the benefit of a financial institution with presence in several regions (Florida, United States, and Virgin Islands) and a focus on decision-making at a local level. This allows us to work with you to offer a great variety of solutions in a speedy manner and a service experience centered on offering the best service in the industry. To assist our commercial customers, we have liaison officers with extensive experience and knowledge to manage from the simplest to the most complex and sophisticated needs of an ample variety of industries and types of enterprises.
Until we complete the integration process, as a commercial customer of Banco Santander Puerto Rico, you will have access to your current accounts, products, and functions of Banco Santander Puerto Rico with the same number, and you will be able to continue making payments as usual. Also, the liaison officer that currently assists you will continue providing this service, and you will continue making your transactions at the branches and offices of Banco Santander Puerto Rico.
For the time being, there will be no changes in the officers that manage your commercial accounts in the branches or central offices.
For now, you may continue using Banco Santander Puerto Rico's digital platforms and you do not have to sign up for FirstBank's platforms. Be alert to official communications for more details about the integration process and any changes on your platforms.
As a commercial customer of Banco Santander Puerto Rico, you will continue accessing your accounts and products with the same number, since the integration process has not started. The agreements and functions of your products will also remain the same. We will provide more details about possible changes, if any, during the integration process.
Until the integration process is completed, you will continue making your transactions only at Banco Santander Puerto Rico branches. For more information, we encourage you to keep an eye out for official communications during the integration process.
For the time being, as a commercial customer of Banco Santander Puerto Rico, your payment processing service with Elavon will not change. Further on during the conversion process, you will receive information of any changes to your services.
FirstBank acquired Santander on September 1, 2020, so your loan is now part of our mortgage portfolio.
Customers of Banco Santander Puerto Rico will keep the same mortgage loan number.
The original terms and conditions of your loan, such as its term, interest, and monthly payments (P&I) will remain the same. However, the amount related to property taxes, property insurance payments, credit insurance, or any other type of optional insurance may vary.
You can make your mortgage payments using any of the following options:
You can make your mortgage payments using any of the following options:
Yes, you can mail your payments to: FirstBank PO BOX 8318 San Juan PR 00910-0318. You may also use one of the following: automatic debit option, paying at a FirstBank branch, via Online Mortgage at https://firstbankpr.customercarenet.com/, or by calling 787.283.4120 or 1.800.983.4120.
Up until September 30, 2020, you should write your check out to Banco Santander. Starting on October 1, 2020, you should write your check out to FirstBank.
Since your loan number will remain the same, you can keep using your current payment coupon book or account statement from Banco Santander. We will mail you a new payment coupon book or account statement with the FirstBank logo in the next couple of months. If you need to make a payment and have not received the new coupon book, please refer to the options in questions 4 and 5 above.
Yes, we will continue processing the automatic debit you set up and will keep collecting from the checking or savings account you registered with Banco Santander for your mortgage payments. Only during October, the automatic debits programmed for the days 1 to 8, will be processed on October 9. From November on, the automatic debits will, return to their normal schedule.
FirstBank Insurance Agency, LLC is an Authorized Representative and General Agency, duly approved by the Office of the Commissioner of Insurance, with over 16 years of experience providing and managing life, disability, credit, property, and casualty insurance services in order to offer the most adequate solutions to our customers.
The Agency represents most Insurance Companies authorized to do business in Puerto Rico and holds a Surplus Lines Broker License. We cover all the bases, always driven by our distinctive personalized service.
In late 2019, we entered an agreement with Banco Santander to acquire the entire insurance portfolio from Santander Insurance Agency, which will be managed by FirstBank Insurance Agency. This agreement was finalized on September 1, 2020.
FirstBank Insurance acquired the rights as Authorized Representative to serve the entire portfolio of credit, commercial, real estate, automobile, life, and cancer insurance, among others.
At FirstBank Insurance, we have a professional team ready to help you with your service and claims management needs within a technological environment. One of the positive effects of this transaction is that FirstBank will not only service your loans or credit lines, but now FirstBank Insurance will also manage your insurance.
All insurance products will keep the same terms and conditions and remain under the same insurance company as it was with Santander Insurance, unless you request a change before the policy expires. At renewal, we will contact you to notify of any changes made to your current products.
No, the effective date of your policy will remain the same.
No, at the time being, your policy number will remain the same. However, we will notify you of any changes. For example, the policy number could change upon its renewal.
Yes. Upon renewing a policy involving a creditor, FirstBank Insurance will send a copy of said policy and the bill to your creditor. The customer will also receive a copy of the renewal.
For questions or information about your policy, you should call the FirstBank Insurance Service Center at 787-292-4380 or email us to [email protected] with details about your question or the change you wish to make. We recommend that you have your policy number and contact information at hand. Keep in mind that the change will not be effective until the insurance company notifies you by way of an endorsement.
You should contact the FirstBank Insurance Service Center at 787-292-4380 with the following information:
You may issue your payment by regular mail to the following address:
FirstBank Insurance Agency (Code 600)
PO Box 9146
San Juan PR 00908-0146
You may also make your payment with charge to your VISA or MasterCard credit card. If you wish to use any of these methods, please call the FirstBank Insurance Service Center directly at 787-292-4380.
The headquarters of FirstBank Insurance Agency are in the FirstBank Service Center, at 1130 Ave. Muñoz Rivera, 2nd floor, Río Piedras, PR.
At FirstBank Insurance, we are committed to providing you an excellent service. We hope to remain in your trust to provide you with guidance on your insurance coverage and to stand by your side in the event of a claim. Nonetheless, we acknowledge you are entitled to choosing your authorized insurance representative or insurance producer of preference.
You received a communication from FirstBank Insurance notifying you of the acquisition of the insurance policy portfolio from Santander Insurance. If you opt to choose another producer, you must notify us within ten days after receiving said communication. You will need to send an appointment letter, including the full name of your new representative and your policy number, to the following address:
PO Box 9146
San Juan PR 00908-0146
If we do not receive said communication from you, FirstBank Insurance will continue representing you as your insurance agency.
FirstBank recently completed the acquisition of Banco Santander Puerto Rico and as part of the integration of its operations it is transferring Santander's commercial loans to FirstBank's system.
Yes, your loan number changed as part of this conversion. The new loan number assigned to your commercial loan was included in the letter sent on January 22, 2021.
Yes, the terms and conditions of your commercial loan are still in full force and effect. The change in creditor does not modify, alter, change, suspend, or amend in any way the terms and conditions of your commercial loan.
To facilitate the transition process, we did not make any changes to your assigned Commercial Loan Officer or Branch Manager. Therefore, you may continue making your transactions as usual. For Commercial Banking (Banca Empresas) clients, the Commercial Banking support team is also available to you. If there is any change, we will notify you in advance. We urge you to make sure that your contact information is up to date in our records, also to watch for future Bank communications and the information shared on our social media profiles for the latest about the transition and conversion processes.
You can make your commercial loan payments to FirstBank using the following options:
Yes, you may send your payment to: Departamento de Crédito Comercial, FirstBank Puerto Rico, PO Box 9146 Santurce, PR 00908.
You should make your check payable to FirstBank Puerto Rico.
Yes, for the payment of your commercial loan, we will continue processing your automatic direct debit as scheduled and we will debit the checking or savings account currently registered at Banco Santander.
Prior to your commercial loan payment due date, you will receive an invoice with details related to your payment. This invoice will be in a new format and will include for your reference all the necessary payment information. If you need additional information related to the invoice or if you do not receive it before the payment due date, you should contact your assigned Commercial Loan Officer or Branch Manager for assistance.
To process advances from your line of credit, you must contact your assigned Commercial Loan Officer or Relationship Officer. To guarantee same-day availability of the funds, please remember to make your request before 2:00 p.m.
FirstBank recently completed the acquisition of Banco Santander Puerto Rico and as part of the integration of its operations, it is transferring Santander's personal loans to FirstBank's systems.
Your personal loan number will not change.
Yes, the terms and conditions of your personal loan are still in full force and effect. The change in creditor does not modify, alter, change, suspend, or amend in any way the terms and conditions of your personal loan.
If you are subscribed to the automatic direct debit service with a predetermined deposit account to pay your personal loan, we will continue to automatically debit the loan payment as we have previously done. Otherwise, you must make your personal loan payments to FirstBank using the following options:
Yes, we will continue processing your automatic direct debit loan payment as scheduled and we will debit the Banco Santander checking or savings account you have currently registered.
If your loan expires before 2022, you can continue using your existing payment book. If your loan expires after 2022, you can continue using your existing payment book until you receive a new one in April.
If you are enrolled on E-Banking of Banco Santander Puerto Rico, your personal loan will no longer be available as of Friday, March 5. In the case you have other products registered on the FirstBank’s Digital Banking platform, your personal loan will be available as of Monday, March 8. If you haven’t signed up yet, we encourage you to do so by accessing 1firstbank.com or by downloading our mobile app.
No. At this stage of the integration process, your deposit accounts at Banco Santander will not be involved. You can continue using and transacting with them as usual.
We are in constant communication with the credit reporting agencies to ensure that the information reported during the transfer process is accurate and that your credit report is not affected. During the conversion process, the credit reports will reflect certain changes related to the transfer of your Santander accounts to FirstBank, which do not represent negative marks that affect your credit score. We recommend checking your credit report in the next 30 days and if you notice any discrepancies, contact us.
Beginning on Monday, April 26, 2021, FirstBank will manage everything related to your credit card on its platforms.
During the first 15 days of April, you will receive the cards associated with your account, featuring the new contactless technology, which will allow you to pay by placing your card in a contactless-enabled payment terminal and signing the receipt. If you have not received your new card(s) by April 26, please call us at the Customer Service Center, at 787.701.2265 or free of charge at 1.855.701.2265.
Yes. As of Monday, April 26, 2021, you may activate your new card by calling the number on the label (1.888.233.8851).
Your current Banco Santander credit card will continue working until Sunday, April 25, 2021. Remember that on Monday, April 26, you must activate your Beyond credit card.
You may destroy the card we sent you. If your card has a pending balance, you must continue making your payments to FirstBank with your new credit card number.
As of Monday, April 26, 2021, you can make your payments through FirstBank's Digital Banking platform by accessing https://digitalbanking.1firstbank.com.This platform will let you view your balances and transactions, receive your electronic bank statements, make payments, among other functionalities.
Make your payments through FirstBank’s Digital Banking. If you are registered on the FirstBank’s Digital Banking platform, as of Monday, April 26, you will see your Beyond Global Visa credit card automatically. Then, you can continue to use the platform and make your payments and transactions, as usual.
If you are a Banco Santander E-Banking user, beginning on Monday, April 26, you will be able to access the FirstBank Digital Banking platform by signing in with the same user and password that you used in E-Banking. If your username already exists in our systems, you will receive another notification with the instructions on how to register to Digital Banking.
If you are not a user in any of these digital platforms, we encourage you to register at FirstBank's Digital Banking platform and continue to enjoy the Beyond experience. For help in completing the registration process, you may view the tutorial video available on https://signup.1firstbank.com.
Sending your payment to PO BOX 84028 Columbus, GA 31908-4028, or using the pre-printed envelope included with your credit card account statement.
By calling 787.701.2265 or 1.855.701.2265 free of charges through the automated service.
FirstBank Puerto Rico & Banco Santander Puerto Rico branches:
Our tellers will receive your payment, or you can also deposit it in the transactional box.
Yes. Your new credit card will have a different account number. If your current credit card is registered for automatic charges or to make recurring direct payments to a business, you should update that information using the new Beyond credit card number issued by FirstBank. Remember that this change must go into effect on Monday, April 26, 2021.
You may request a new PIN for your account by calling the service number listed on the back of your new card, 787.701.2265 or 1.855.701.2265, free of charges through the automated service.
Your payment due date may change. Please refer to your first account statement issued by FirstBank to validate the new payment due date. With a few exceptions, the payment due date will be the same day each month.
Your current card will continue accruing reward points, mileage, or cash back on all eligible transactions posted to your account on or before Thursday, April 22, 2021. Beginning on April 23, 2021, all eligible transactions processed in your account will accumulate in the FirstBank Rewards Program points for each $1 in purchases. To learn more about FirstBank's Rewards Program, please visit www.rewardsfirstbank.com.
MileagePlus: The accumulated balance of miles for eligible transactions processed until Thursday, April 22, 2021 will continue to be available under the MileagePlus Program membership, and the miles will not expire. For more information on options to redeem your miles, and the terms and conditions of the MileagePlus Program, please visit www.united.com.
Cash Back: Any eligible transactions that accrue cash back until April 22, 2021 will be accredited to your current Banco Santander card.
Santander Suma Rewards: The point balance accrued until Thursday, April 22, 2021 will be transferred to the new FirstBank Rewards Program in May of 2021.
Yes. With your new FirstBank credit card, all eligible purchase transactions processed after April 23, 2021 will start accumulating points for each $1 in purchases, free of charge, as part of FirstBank's Rewards Program. Then, you will be able to redeem them for rewards such as trips (with no airline restrictions), merchandise, gift cards, and cash back. To learn more about FirstBank's Rewards Program, please visit www.rewardsfirstbank.com.
No. As of April 26, 2021, you will need to reschedule the payments you had registered in Pago Express and E-banking to your new Beyond card account number. These payments may be schedule in the Digital Banking card payments section or in the Bill Payments section. If you pay using Digital Banking, you may use a FirstBank deposit account or any other from a financial institution in the United States.
The transaction message alert service Santander Te Llama will be available until April 25, 2021.