Business Profile

Bank

First Citizens Bank & Trust Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for First Citizens Bank & Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

130 total complaints in the last 3 years.
49 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
IN SPITE OF RECEIVING THROUGH THE MAIL A CARD OFFERING $600 TOTAL FOR OPENING A CHECKING ASCCOUNT FOR $300 AND A SAVINGDS ACCOUNT FOR $300, TOTALING $600 ALL TOLD, I was denied ability to be honored the coupon as they said {FINALLY} that my previous account closed 09/28/2204 STILL HAS ..01 cent left in the account.
Business Response
Date: 06/23/2025
The Bank will respond directly to the complainant generally within 15 business days. Thank you.
Customer Answer
Date: 06/23/2025

Complaint: 23498694

I am rejecting this response because: I DID NOT RECEIVE A RESPONSE FROM THE CTIZENS BANK OR THERE WAS NO LINK TO VIEW THE RESPONSE

Sincerely,

James Duane
Initial Complaint
Date:06/16/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a *************** account with ******** which suddenly was closed by the bank without notifying me. Reportedly a check was cut and sent to the address I had on file which is no longer my home address. I called ******** twice, spent over 2 hours on the phone trying to understand why the account was closed without any notification and ultimately trying to recover the money that is now in limbo. I wasn't able to get any resolution to my problem and now I no longer have access to my account online. I am currently not in the **, I am traveling in ****** and having to deal with long international phone calls on a time zone difference is very costly and difficult.
Business Response
Date: 06/17/2025
The **** will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 06/17/2025

Complaint: 23475723

I am rejecting this response because a response within 15 days is inappropriate. This issue needs to be resolved as soon as possible.

Sincerely,

***** ******
Business Response
Date: 06/17/2025
The Bank Needs time to investigate the matter and will respond when the review has been completed. We will try to resolve as quickly as possible. Thank you.
Customer Answer
Date: 06/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 30th I made a credit card payment (from ***************) for ******* to pay my credit card balance. That payment came out od my account on 5/********** they placed a hold on the *** payment for 7 days. I called and asked what can i do to have the payment post immediately. They said bring cash, so on 6/5 we made an in person ******* payment the next day I looked and saw that it hasn't posted. This means they have ******* of my payments just floating around. I have banked with *** for over 20 years and for the last 5 years made payments in full, i don't carry a balance. This could negatively impact my credit as it would show my cc maxed out. There has to be a better system when someone haa paid you almoat ******* and you basically have no record and no one I repeat no one seems to care!
Business Response
Date: 06/09/2025
The **** will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:06/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/24, I applied for a **************** Account through ********, owned/operated by First-Citizens ***************************** Company. *** is a registered trademark of First Citizens ****************I applied using Promo Code PS2025. After providing my information, ******** said they were not willing to offer me an account at that time. I called the CustSvc# listed on the website ***************). The associate who answered the phone looked up my application, and implied there were identity verification issues which resulted in the denial. She implied I might have been using a VPN or should have attempted to apply using my mobile device. She then placed me on hold to speak to the **** that reviews account approvals. She said my account would be reviewed and I would be contacted with the outcome. On 5/28, I received a call from Supervisor ******** *.. She was very polite, however advised my account would not be approved. ******** repeated similar terminology regarding use of VPN or mobile device to apply for an account. I asked her if she could share why, but she said she did not have any further information to share. I feel ******** is acting unfairly and without good faith by withholding a specific reason for account denial, with the implication it is linked to insufficient identity verification. By not providing a reason, ********'s actions are preventing me from being able to act upon tangible information and/or preventing me from filing a dispute to address potentially incorrect or otherwise erroneous information. ******** is not acting with transparency in this matter. Based on both *** employees discussing usage of VPN and mobile devices, I am inclined to question CIT's enrollment process. On a recorded line, both employees mentioning they recommend other methods to apply outside of traditional application from a laptop/desktop computer via Wi-Fi would seem to cast doubt on their own perception of the fidelity within CIT's systems/application process.
Business Response
Date: 06/02/2025
The Bank will respond directly to the complainant generally within 15 business days. Thank you.
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 8, 2025, my debit card was used fraudulently to purchase items in ****** Play. First Citizens refunded the money while an investigation was launched. Two months later, First Citizens took $657.00 back out of my account. They said I would need to contact ****** regarding this matter. When I logged into my ****** Account, I saw that they in fact, refunded the fraudulent charges. However, I did not receive this money back into my First Citizens account. I have called 18 times since March to try and resolve this matter only to be told something completely different each and every time. I have proof that the money was returned, but First Citizens continues to tell me it's not their problem. They told me to contact ******, which I did, and they told me that this is an issue with my bank.
Business Response
Date: 06/02/2025
The **** will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 06/02/2025

Complaint: 23404096

I am rejecting this response because:
I just called First Citizens AGAIN and I got the same run around. I filed ANOTHER complaint and was told to wait up to 15 business days for a response. I have been fighting this since early March and NOBODY from First Citizens has ever reached out. It is unacceptable to continue to be put off over and over.

Sincerely,

******** ********
Customer Answer
Date: 06/02/2025

Complaint: 23404096

I am rejecting this response because:
I just called First Citizens AGAIN and I got the same run around. I filed ANOTHER complaint and was told to wait up to 15 business days for a response. I have been fighting this since early March and NOBODY from First Citizens has ever reached out. It is unacceptable to continue to be put off over and over.

Sincerely,

******** ********
Business Response
Date: 06/03/2025
The Bank needs time to investigate the issue which is the reason it may take the full 15 business days to respond. Thank you.
Customer Answer
Date: 06/03/2025

Complaint: 23404096

I am rejecting this response because: The BBB requires a response in 5 days, but First Citizens is saying they need 15 days to address this matter. If the problem is not resolved in 15 days, do I file another complaint with the BBB? First Citizens has had since March to resolve this issue, and they haven't done so. I have been told over a dozen times that someone would be reaching out and nobody has. I need someone to reach out to me personally (by email preferably. ************************* to let me know this is getting attention. I do not trust this response

Sincerely,

******** ********
Initial Complaint
Date:05/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction occurred 5/15/25- I went into the bank to make check deposits. Initially the teller struggled with deposit, i.e., depositing a check for $1650.00 as $1.65, which resulted in her giving me a receipt for about $3000. After I gave her a ball park of the full deposit, she fixed the error. Later in the day I check my account, there was no evidence of a deposit, I checked every day until Sunday, still nothing. This limited me from making business purchases I needed on Monday. I decided to look at my deposit receipt, after scrutinizing it, it appeared the account number in which the deposit was made was not mine. Called the back, they connected me with the very teller. She simply told me it was a processing error and I'd have my money in 2 days - no explanation, no apologies and then asked if there was anything else I needed. I requested to speak to the manager. I was told she was currently out of the office but she could have her call me later. No such call occurred. I even left the manager a message. As the day ends, I have heard nothing from anyone at First citizens. I took it upon myself to call someone at cooperate., they created a case. This has just been such a disappointment. It's noon the next day and no one from that branch has reached out to be.
Business Response
Date: 05/20/2025
The **** will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:05/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called First ************ on April -3-2025, to report my Debit card lost! I explained my situation to lady on the phone, and Requested my Account to be Locked Down, my Debit card canceled, And requested a new Debit card in the mail! The lady on the phone sent me a verification code, that I had to read back to her, that allowed access to my account. Once it was, verified she locked my Account, Disabled my online Banking, and changed my pin to my debit card. On April 6; 2025, I start getting notifications that my Debit card is being used! To the point of 1500$ Because the lady, from First Citizens, Did not lock my account down! Mind you I spoke with her on for 27 minutes on April 3 2025, And asked her numerous times if she locked my Account and changed my pin! She confirmed that she had, locked my account and Disabled my Online Banking sent me a new Debit card which was mailed on April 7 2025. All calls are recorded. From First Citizens Banking and I also recorded it!!!!! Please Help me get my Account in order!!!
Business Response
Date: 05/19/2025
The **** will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent a bank transfer through my account with ************************************* to pay my mortgage and the transfer was delayed for some reason that was notreported or explained to me. This caused my mortgage to be late resulting in a late fee. I've contacted the company to find out what issue was and request That my late fee be covered and received no response
Business Response
Date: 05/13/2025
The **** will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 05/13/2025

Complaint: 23320373

I am rejecting this response because: I have received no contact.

Sincerely,

******* ********
Initial Complaint
Date:05/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Closing my CD account at **********************.
Business Response
Date: 05/08/2025
The Bank will respond directly to the complainant generally within 15 business days. Thank you.
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wanted to apply for a Home Improvement Loan. I filled out the application. It was reviewed, and I was contacted for questions. I was asked why I left out my mortgage and explained it was my honey's house, not mine, but we share expenses and I was wanting to be the one to file for the loan. The bank ran my credit. The following week they contacted me and told me I was denied because I didn't have the mortgage in my name. The individual who contacted me with the initial questions about my loan stated "were you not told you needed the mortgage in your name?" And I said "no, why didn't you tell me this? Why did you still run my credit? You are the loan officer, this is a detail you knew." .... It was a major negligence on the bank. They know the requirements, they knew my situation and information, and they still pushed the credit check through. Now I have a permanent ding on my credit report for a reason that was controllable. It's bad business and as a consumer I have lost trust in this business to do the right thing. I have filed a dispute with ******* as well
Business Response
Date: 04/28/2025
The Bank will respond directly to the complainant within 15 business days. Thank you.

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First Citizens Bank & Trust Company is NOT a BBB Accredited Business.