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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

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First Citizens Bank & Trust Company has 666 locations, listed below.

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    Customer Complaints Summary

    • 134 total complaints in the last 3 years.
    • 53 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Recently my bank, ************* was merged with First Citizens Bank, and we were told nothing would change with our banking services once First Citizens Bank assumed control. That hasn't happened and now FIrst Citizens Bank charges me a service fee of $2.50 for every time I use an *** out of network. ************ would reimburse me $20 per month for these out of network service fees. The reason I am forced to use ***s out of network is because my First Citizens Bank branch located at **********************************************************, has an *** inside the branch only so after hours customers have no access to the *** at this First Citizens Bank. These are junk fees and President ***** recently spoke about these types of fees a couple months ago. This is an unfair business practice by this First Citizens Bank and something needs to be done about this.

      Business Response

      Date: 01/20/2023

      First Citizens Bank will respond directly to the customer, generally within 10 business days.  

      Customer Answer

      Date: 01/25/2023

       
      Complaint: 18856349

      I am rejecting this response because:

      Sincerely,

      ***********************************

      Customer Answer

      Date: 01/25/2023

      The bank's response does not address the issue which is my complaint concerning unfair ATM fees being charged customers. I asked the BBB to assist in resolving this complaint and the bank's response is just an attempt to exclude BBB from doing this. These are junk fees by any definition and this is a questionable business practice by the bank but by all means it's extraordinarily unfair.

      Thank you.

       

    • Initial Complaint

      Date:01/19/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      We've paid our commercial mortgage on time for the past 8+ years without problems.The due date is the 21st of each month, and payment is considered late 10 days afterwards. Each month, we transfer funds from a third-party bank, as FC doesn't debit outside accounts (we have been trying for eight years!).On the 22nd of June, 2022 an ACH payment arrived at FC, delayed due to the weekend and Juneteeth holiday. This was still well within the 10-day period.However, our account was charged an *** fee on the 21st, along with a "late" fee.Payments arrived as usual from July onwards, well before the 21st, but "late" fees were still applied for the following 6+ months! The account manager says they only attempt to debit mortgages once, and even though the funds were there, someone apparently had to manually process it.So the June 2022 payment was never applied, even though the funds were there well before the due date. This had a *********** effect in subsequent months.We received zero notification regarding the *** transaction, nor the account being "late". No emails or phone calls.We've had no idea what's going on. From our end, payments were going out as usual. It's worth noting we don't receive monthly statements from this account, as it's solely used to transfer funds for mortgage payments. The only visibility is via the website.However, we've been without online access since the website redesign, as the password needed to be reset by visiting a branch. I live outside the country, and this was only possible in December 2022. It was a huge inconvenience, requiring several in-person trips, numerous calls to customer service (to correct mistakes at the branch), and they still haven't fully enabled all functionality.This is beyond absurd. **************** and common sense are severely lacking, an overall terrible experience.

      Business Response

      Date: 01/19/2023

      First Citizens will respond directly to the customer, generally within 10 business days. 

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18839161

      I am rejecting this response because waiting on the bank's reply ("generally" within 10 business days), will result in the BBB complaint being closed.

      As of today, the 24th of January, I haven't heard from anyone at FC. Even requests for routine account servicing is being ignored.

      This is beyond abusive.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:01/11/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 complaint is concerning a safe deposit box fee of $100.00, which is now $155.00. This safe deposit box was issued back in the 1990s for my ex-husband and myself that I am being now charged since we no longer have joint accounts and I don't have an account there with enough money deposited in to get a free safe deposit box. I went to the bank last May after receiving the first invoice with only one key to the safe deposit box and they would not take just one key. I searched for the key and with no luck, returned to the bank and told the manager at this branch my situation and she agreed that if I deposited money in an account that she would waive the fees along with the late fees. After depositing $25,000 in the bank last year, I again got an invoice for $155.00 after returning the one key and depositing money. I have contacted the bank and receive no return calls and according to the employees there, I cannot close the safe deposit box with only returning one key. This is very frustrating to me that I receive no return calls or help with the situation from the bank.
      please advise.
      thank you,
      ******* ********

      Business Response

      Date: 01/12/2023

      First Citizens Bank will respond directly to the customer, generally within 10 business days. 

    • Initial Complaint

      Date:01/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 was appointed payee over someone that receives social security, in order for them to receive the monthly ss checks I opened a payee account with the understanding that this person would only receive a debit card to gain access to his money. The local First citizens bank eventually allowed overdrafts on the account and instead of deducting the money when a deposit was made the bank let all the overdrafts accumulate and then turned them into a loan with monthly payments . This was never authorized by me and I wasn't even notified of such a loan, I did not approve of such a thing and now that the account has been closed they keep billing me and putting my credit in jeopardy . I did not benefit nor did I ask for a loan and this loan has a totally different account number and it's solely in the recipients name. They allowed something this rediculous to happen only because I have great credit and without my acknowledgement .The checking account was merely a payee account not a loan agreement. Checking account number ************* -The loan account number -************ and soley in the name ****** **** ***** .

      Business Response

      Date: 01/09/2023

      First Citizens Bank will respond directly to the customer, generally within 10 business days. 

       

      Customer Answer

      Date: 01/11/2023



      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:01/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 12/26/2022, I made a transfer of funds from my First Citizens bank account to an external account. The funds were transferred in order to pay rent out of a joint account with my partner. On 12/29/2022, the funds were deposited into my external bank account. The same day, there was an external withdrawal/reversal, initiated by First Citizens Bank but not authorized by me, and the funds were immediately removed from the account they were transferred to. I called First Citizens as soon as I saw the reversal on 12/29/22, and was told to call the other bank about it. The other bank was closed for the day at that point, so I had to wait until the morning of 12/30/22. When I called my other bank, they told me that they had not taken any action that would have sent the funds back, and that the reversal was initiated by First Citizens. I called First Citizens again that day, and was told that an investigation would be opened into the reason for the reversal. I made it clear to the First Citizens representative that I needed the funds to be accessible to me so that I could pay my rent on time. I did not hear back before the banks all closed for New Years Eve. It is now 1/3/2023, and after calling First Citizens again, I was told that they have no answer as to why the funds were removed from the account I transferred them to, that my money would not be back in my First Citizens account until 1/5/23, and that there was nothing at all they could do to make this right. This is unacceptable. Funds that I needed in order to be on time for rent and bills were removed from me, and no urgency or extra efforts were made to return the funds I needed immediately.

      Business Response

      Date: 01/04/2023

      First Citizens will respond directly to the customer, generally within 10 business days. 

    • Initial Complaint

      Date:12/19/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 switched to First Citizens Bank in early 2022 because I thought having a local bank would be better. I was banking with **** and ******* ***. I have never had my accounts compromised with either of them. 5 months into opening the accounts, my checking account is compromised. An unrecognized draw of $1000 was taken from my checking account. I disputed the charge. FCB initi**** refunded my money. I told them I filed a police report if they needed it. I didn't hear a word for months. Then in July they take the $1000 that was refunded out of my account saying the company listed on the charge said it wasn't fraudulent. The scammer gave them a copy of some pictures from my Facebook saying I Authenticated the transaction along with my driver's license. My driver's license had been stolen or lost prior to this. No investigation. No questioning me. They listened to a scammer over their own customer. I am a police officer and in all the reports I have taken for this kind of crime, I never saw where the bank blamed the customer despite evidence otherwise.
      I am in the process of switching back to **** Financial.

      Business Response

      Date: 12/27/2022

      First Citizens will respond directly to the customer, gener**** within 10 business days. 

      Customer Answer

      Date: 12/28/2022



      Complaint: ********



      I am rejecting this response because: this company wants me to close this complaint before they even speak with me.  I don't know their response except they will contact me in 10 days.  



      Sincerely,



      ******* ******

    • Initial Complaint

      Date:12/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 recently came down with the flu and my son as well. I had gone into the branch to discuss my account and they kept me there most of the morning and no one knew what they were doing. The staff was friendly but the point of trip there they accomplished nothing. I had to come back and then pay off an account and fees that I did not do. Then I called to find out where my debit card was for my new account because the bank manager told me 5 days. The women with customer service told me it'd be here on the 12th therefore putting me in a bind because they aren't doing they're job. I was very nice to all the parties involved but the operation of the bank is ran poorly. They wouldn't let me order checks or rush my card because of phone that is lost. When my child is sick. So I do not think highly of the bank because I've worked at a bank and the problem can be fixed. So I expect a expedited card or they lose my business I have alot of things to do.

      Business Response

      Date: 12/08/2022

      First Citizens Bank will respond directly to the customer, generally within 10 business days.

    • Initial Complaint

      Date:12/01/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 and I have been working with First Citizens for about 2 years now to build our dream home. Each time we are getting ready to close the loan the bank finds more paperwork or something that they forgot to do. We were supposed to close on 10-13-2022; on 10-12-2022 the bank sends an email stating they are needing to reverify the employment of me and my husband. On 10-262022, we got an email asking us to sign a new loan estimate, which was completed, and they filed for final approval again. On 10-27-2022, we got sent an email asking for updated documents which got sent over. The bank stated they needed a new deed due to the parcel numbers not matching, the lawyer was contacted by myself and the bank, and the lawyer was able to get a new deed sent on 11-4-22. 11-10-22, we got our appraisal back. On 11-15-22, we got sent another loan estimate to be signed. On 11-16-22 we got an email stating that we have to sign new disclosures since we got a new builder (we have been with this builder since July) before they can send the stuff for final approval. 11-17-22 we were told we needed to sign more paperwork (construction renovation and important facts disclosures). 11-22-22, I inquired about a closing date and was told that they are waiting on paperwork from the lawyer so they can submit the file for final approval. I called the lawyer and got the paperwork sent. 11-23-22, I ask about closing and they say that they are now submitting the file. On 11-25-22, we get an email stating our loan has been approved and we set a closing date of Thursday, 12-1-22, the lawyer's office was called and the appointment was confirmed for 3 pm. On 11-28-22 we get an email with initial closing disclosures to sign. 11-30-22, I received a phone call at 4:27 pm (11-30-22) stating that they are decreasing the amount we can finance, due to insurance increases. When I called the bank to ask about the changes and the closing tomorrow I was told they know nothing about closing the loan tomorrow.

      Business Response

      Date: 12/01/2022

      First Citizens will respond directly to the customer, generally within 10 business days.

      Customer Answer

      Date: 12/01/2022



      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:11/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 October 14,2022 I was informed to come into First Citizen Bank in ****** *** *** California to apply for a credit card with ****** ******* and was instructed that I had to open a bank account upon doing this for $50 deposit. Later to find out that I did not have to open a banking account in order to apply for a credit card. Thru several calls and complaints they closed my account and returned a check for $15 to me therefore I am still at a lost of $35 for my initial total my deposit of $50. I had Maria the branch manager call and told me to come into the bank to close my account which was had already been closed. I did not sign anything for authorization for them to close this account. Due to the fact that they still owe me money upon giving false information to myself and other customers.

      Business Response

      Date: 11/29/2022

      First-Citizens Bank & Trust Company will respond directly to the customer, generally within 10 business days. 

    • Initial Complaint

      Date:11/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Went in to branch office with withdraw with my debit card, because I needed $100.00 bills, and then I was asked for a signature for the withdrawal. Fine I signed and then after couple of minutes the teller called another person to her terminal and both are looking at the terminal, not telling me anything as if I was doing something wrong. When I started asking why its taking so long they said they can not find a signed certificate on file in their system with my signature. Now many minutes go by and I'm getting frustrated and she got frustrated and told me if I didn't like it she won't give me my money and I could go somewhere else. She humiliated me in front of other customers. It is not my fault the bank lost my signature card. No customer should be treated like this in front of other people or even in private. It is their fault not mine. When I do a withdrawal with a debit card the ATM doesn't ask for a signature.

      Business Response

      Date: 11/18/2022

      First-Citizens Bank & Trust Company will respond directly to the customer, generally within 10 business days. 

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

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