Complaints

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

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  First Citizens Bank & Trust Company

  239 Fayetteville St Raleigh, NC 27601-1309

• 

  First Citizens Bank & Trust Company

  2046 Bayshore Blvd Dunedin, FL 34698-2503

• 

  First Citizens Bank & Trust Company

  3024 Enterprise Rd E Clearwater, FL 33759-1303

• 

  First Citizens Bank & Trust Company

  6850 Central Ave Saint Petersburg, FL 33707-1250

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  First Citizens Bank & Trust Company

  13700 Park Blvd Seminole, FL 33776-3401

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:05/02/2023

  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.

  My husband has a car loan with this bank. We have had the loan since August 2022. Their preferred method of payment is by check. Each month a check is mailed to the company before the due date of the 9th of each month. They all have *** late due to no fault of ours or theirs. There have been no issues with late fees until April 2023. I mailed out a check on 4-6-2023. It never cleared. on April 28th, I set up online banking with the company and made a payment online including the $30 late fee. The payment amount was $680. On May 1st, The online payment hadnt cleared. We called the bank, the lady told us she didnt see the payment, we must have not finished the process. She also called to make sure the check hadnt been delivered. She advised us that if we made a payment over the phone, they would back date it and take off the late fee. We made a payment over the phone with our debit card of $650 to cover the April 2023 payment. I paid $35 to my bank to stop payment on the missing check for the payment for April 2023, so the account wouldnt bounce.I checked my account from which the payment was made on the 2nd of May. Both payments, $680 made on the 28th of April and on May 1st of $650 had been processed. This overdrafted our account and overdraft fees. We called the bank this morning to have this issue resolved, we were told that both payments would have cleared on the next business day. I explained we were told the 28th payment wasnt there or we would have never made another payment. I asked to talk to a supervisor and they offered to give back the $680 payment, but only by mailed check. I asked if they would pay my overdraft fees and was told no because we dont hold an account with them. A mistake made on behalf of one of their employees is costing me money. I offered to drive to a branch to pick up a check to stop overdraft fees, and was told no because the loan department had to cut the check and it would have to be mailed. I will continue to accrue fees until the check arrrives.

  Business Response

  Date: 05/02/2023

  We are in receipt of the complaint.  We typically respond within in 15 days directly to the customer.  

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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.

  One of your clients lived with ** last year. They have since moved. I have kept getting his mail over and over and *** asked him to change his address several times. Lately I called your bank and asked them to remove our address in which they said I had to go to the branch and show them the mail and talk to the teller about it. After wasting my time and gas the teller said there is nothing they can do. I am absolutely sick and tired of getting his mail and change of address forms like I know where he lives!?!? I even asked him one more time today in which your client said nope sorry. They do not live with us anymore!!!! Please address this asap.

  Business Response

  Date: 04/06/2023

  First Citizens will respond directly to the customer generally within 15 days. 

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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 just recently opened a new account last week, and I had 3 checks deposited into my account on the 3-23-2023, last week, they were showing on my account which i screenshot, the 3-24-2023 my check was no longer showing on my account like that had dissappeared, so I spoke with customer service who told me I had to go to my local branch on ********** **********, ** to retrieve checks when I got there they acted like I couldnt withdraw my money out of the account, which I then I went to the ************ location in **********, **, and they refused to allow me to withdraw my money out the account seems like I was being discrimintated against cause soon as I walked in the pleasantburg location the lady called the other branch and said "yea he's here" talkng on the phone assuming to someone at the augusta rd branch, both of those refused to allow me to withdraw my check which i needed to pay a bill, as i left the pleasantburg location she threw my id back at me, few hours later fraudulent transactions were on my account happened was on my account, and they have me in a bad situation, where this could have been avoided but they refused to allow me to withdraw my money from the branch now they have closed my account, and i still have not received a temporary credit for the amount that i tried to get out that both those branches discriminated on me... where I am in need of my money my check was sent by the 24hr ach payment and they seem to be prolonging my provisional credit, when I see all over their website that a temporary credit is given on the same business day but I am not getting any help with this situation which has already has caused my insurance to cancel. I have bills that need to be paid...

  Business Response

  Date: 03/23/2023

  We are in receipt of the complaint and will respond to the customer directly, typically within 15 days. 

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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.

  January 17th, my husband lost his life after fighting pancreatic cancer. January 18th, the life insurance company, Mutual of *****. was informed of his passing, leading to the sending of his death benefit check at the amount of $80,000.On January 30th, I deposited said check in person at the ********** branch at *************************. I received an oddly large window of 6-8 weeks for to receive deposit, and was given a copy of the check and a customer copy of a collections letter by ************************ the brand manager. I have periodically checked in, to get updates on the processing, and have been given no information. Due to my disability, I do not work and must rely heavily on this death benefit in order to survive. Wednesday 3/15, I called for an update and was told the person handling the transaction was on vacation, which did not make sense to me, as I deposited this check 6 weeks ago. This timeline did not make sense to me, so I contacted the Mutual of Omaha agent, ************************** who agreed that this holding period was outrageous and confirmed no deposit process had been initiated. Thursday, 3/16, ****** and I had a conference call with ***************** who again stated the staff member was on vacation until 3/21 and it was out of her hands. She then stated the wait period could be up to 16 weeks.Friday, 3/17, my daughter and I called First Citizens customer service multiple times, only to be transferred to unrelated ****s, given incorrect numbers, and confirmation from the deposit operations **** (through multiple customer service reps) that they had NO record of a collections letter or a deposit for $80k for my account. I was not given the opportunity to get any more information, to speak directly to deposit operations, or even to a regional manager/the branch managers supervisor. I filed a complaint with the customer service **** ****** and informed her I would file a complaint for BBB. Why is there no record, except my copy? Where is the check?

  Business Response

  Date: 03/20/2023

  We will respond directly to the customer, typically within 15 days. 

• Initial Complaint

  Date:03/13/2023

  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.

  First Citizens acquired my banking account from another bank towards the end of 2022. This is not a bank a chose to work with as I am not familiar with the bank and there are not branches close to be. After discovering a service charge on my account, I called in to close the accounts. I was not notified of any fees associated with closing or alternative options.My balance is mailed to me including a notice that I have been charged $10 for closing the account. I did not chose to work with this bank, a fee associated with closing was not disclosed and I want a refund.

  Business Response

  Date: 03/16/2023

  We will respond to the customer directly, typically within 15 days of the complaint.  

• Initial Complaint

  Date:03/07/2023

  Type:Billing 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.

  On February 14th on this year a pay roll check was ACH deposited ($615.16) into my personal account then on February 16th another pay roll check (*******) was direct deposited into my personal account at which time the entire account was locked for suspicious / fraudulent activity. both deposits were from my employer going into my personal checking account. On February 2/16 I placed a phone call to the **************** and was informed that the first part of the following week a cashier's check for ******* will be mailed to address on file, then a follow-up call to the local *********** branch was made on February 2/22 spoke with ******* who stated she will inquire then call me back, but no such phone call ever happened. Thus, as of 3/6 all this money is being held and no one is answering question nor following through with original statements made over the phone. First citizens bank has $******* of my hard-earned income that has yet to be mailed out to my address which is on file. Someone needs to resolve this issue and promptly mail a cashiers check to *************************** ************************** **********, ** ***** There is no justifiable reason for this Financial Institution to continue holding (larceny) my hard-earned pay checks.contact Information:*************************** ************ *********************

  Business Response

  Date: 03/08/2023

  First Citizens will respond directly to the customer generally within 15 days. 

  Customer Answer

  Date: 03/09/2023

   
  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:02/23/2023

  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.

  My debit card information was stolen. First Citizens allowed my account to be overdrawn using the stolen debit card information. My account was overdrawn $998. I have asked for an explanation on why was this was allowed to happen. I was told it was how their "matrix" worked. I have never overdrawn my account before and the transactions are way out of my normal usage. I called and submitted a fraud claim on these transactions. I was told it would take up to 10 business days for the funds to be placed back in my account. The funds were never returned to my account. I called back to inquire about this. I was told my claim was denied since I still had possession of my card. I again informed them that these transactions were not mine, I did NOT make them and wanted my money back. I told them I would be happy to file a police report and send it to them. I found out from the police department that I had to have a copy of the fraud report from the bank. I called First Citizens once again. I asked for a copy of the Fraud report and was told that it would have to be mailed to me, they couldn't fax it or email it. I have been patiently waiting for 3 weeks and still haven't received the fraud report. I call back again today and was told that I needed to speak to a ***********************, but that she was currently unavailable and would have to call me back. I am still waiting to hear from her. I feel as I am getting the run around on this. My account has now been over drawn for more than 30 days. I am a single mom and I cant afford this. I feel I am being taken advantage of by the bank. I will be seeking legal counsel at this time.

  Business Response

  Date: 02/27/2023

  We are in receipt of the complaint and generally respond to the customer within 15 days. 

• Initial Complaint

  Date:02/17/2023

  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.

  Account information on the bank portal is more than 25 days out of date. It does not reflect accurate information. In addition, invoices issued with the *** logo are inadequate and do not separate leasing costs from maintenance services.

  Business Response

  Date: 02/21/2023

  First Citizens will respond directly to the customer generally within 15 days. 

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair 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.

  FST CIT BK ************ Balance: $40,828.00 FST CIT BK ************ Balance: $40,204.00 Please block or remove this information from my credit report, pursuant to section 605B of the Fair Credit Reporting Act, and send the required notifications to all furnishers of this information. This is reporting incorrectly.

  Business Response

  Date: 02/14/2023

  First Citizens will respond directly to the customer generally within 15 days. 

  Customer Answer

  Date: 02/16/2023

   
  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. Waiting for the best solution they can offer.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/01/2023

  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 went online to access multiple years of my business checking account statements for my accountant. I was only able to access 18. I had been told by the branch that the statements were emailed to me since we'd opted into that feature to be more ecofriendly and to save $5/month. The statements were not included in any of the emails and the branch was told by headquarters that it would cost me $8/month for them to print the files. It was never disclosed that only 18 months would be accessible online, or that there is a fee for them to be printed. This was news to the branch associate helping me with as well. I have multiple accounts with this bank including multiple business accounts, mortgages, and so on and I think for these reasons these unknown fees should be waved.

  Business Response

  Date: 02/08/2023

  First Citizens will respond directly to the customer generally within 15 days.