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

  10865 Haynes Bridge Rd Alpharetta, GA 30022-4805

• 

  First Citizens Bank

  1601 28th St Boulder, CO 80301-1001

• 

  First Citizens Bank

  2424 W 121st Ave Denver, CO 80234-2338

• 

  First Citizens Bank

  8480 E Belleview Ave Greenwood Village, CO 80111-3306

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:09/29/2022

  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.

  First citizens bank took three payments Out of my bank account for a car loan instead of one, i called and ask for one to be reversed and its been 11 days and now they say they have to mail a check. This has caused overdrafts and financial difficulties as I am disabled and live on a budget.

  Business Response

  Date: 09/29/2022

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

• Initial Complaint

  Date:09/27/2022

  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.

  At the beginning of the semester, I received a mass email from a professor on my college campus looking for a personal assistant. Weeks later, I received another email saying that after close consideration with my university, I was chosen for the job. The professor then emailed me asking for another email rather than my school email from which he could contact me. I responded back with my personal email, in which he sent me a detailed email about the job and my responsibilities. Upon responding what the information he asked for, he began to text my personal phone number. Within the text, he spoke about the job details and how he was excited to work with me. On 9/19/22, I received the first check from him in the mail for $2,100.00. He instructed me to cash the check at my local bank at my convenience. Upon cashing the check that same day and after all the funds became available to me, he gave me detailed instructions to send two 500-dollar transitions via Zelle to one of his workers (*******************************) and one 700-dollar transition to another worker (**********************). On 9/21/22, I happened to look at my First Citizens Banking app and saw that the check did bounce, and my account was over drafted by -$1,160.99. I imminently called the First Citizens Fraud number and addressed that I was a victim of fraud. After I hung up with the fraud department, the investigator from ******* contacted me. The first thing she said after she addressed who she was, was, "You do realize it is your responsibility to pay that money back, correct." My boyfriend spoke with her and asked why the check scanner did not catch the fraudulent check. The investigator responded by saying that sometimes it does not always flag them. She refused to listen and said that if I did not pay the amount back within a certain number of days, she would turn my case to the debt collectors. We went to First Citizens Bank that same day, and wrote a check for $1,160.99 to cover the amount plus a $12 dollar fee.

  Business Response

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service 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.

  In 2020 I bought a 2020 Jeep Gladiator from the local dealership in *******, GA. I arranged to have the monthly payments deducted from my bank account by First Citizens Bank at that time, so there was NEVER a late payment. In March of this year, I contacted First Citizens Bank and asked for the payoff. They sent me the amount of $30,521.95. I sent this amount the next day. They received the check and sent me a statement dated 4/09/2022 showing $0.00 due and a Paid Out Notice. In July I received a notice stating that my account was past due. I tried calling, and emailing to reconcile this discrepancy . Each time I called, I received the WORST customer service!! And each time I asked for someone to please call me back because I didn't want a late payment to show up on my credit. I called numerous times, no one was willing to work with me on this, so I sent a check of $178.78--just to end it. However, they had already posted it as past due--my credit score dropped 27 points!!! This is NOT right. Is there anything that can be done about it?

  Business Response

  Date: 09/16/2022

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

  Customer Answer

  Date: 09/16/2022

  
  
  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:09/12/2022

  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.

  First Citizens Bank sadly took over *** **** Bank, where I've had an account for decades. First Citizens Bank stated that by July 18 I would have an ATM card. I *still* don't have one despite all my efforts calling their "Contact Center," what I believe is their Corporate Office, and the branch (****** *** ***, CA branch).
  
  I have phoned them some two dozen times (have a log of the last 10), requested escalation, have escalated the escalation, have 4 case numbers. People who say they will follow up do not. I am seeking recourse to their bad faith/ incompetence . Surely it does not take two months to send someone an ATM card. BTW, their branch refuses to help in this matter.

  Business Response

  Date: 09/12/2022

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

• Initial Complaint

  Date:08/31/2022

  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.

  Every month since March 2022, I have received a collections call from First Citizens Bank in regards to my mortgage with them. It says that I am behind and will be sent to collections. Every month since March 2022 I explain that no, I am not behind. I can show proof of payment. I keep being told it is due to the bankruptcy I filed last year, April 2021, even though this property was not included in the bankruptcy. I have asked every month for a statement showing my payment records and every month I am passed from department to department, put on hold or told they will call me back. I've never received any calls except collection calls which this month has become threatening. I am told I am not allowed to access my online records to see my payments since I filed a "bankruptcy". I have asked, since March, why is that and when would I be able to log on to see my records. No one has been able to answer my question and again, I just get bounced from department to department, being told they can not help me.

  Business Response

  Date: 09/01/2022

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

• Initial Complaint

  Date:08/30/2022

  Type:Product 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 am a customer of one west bank before covid, and recently first citizens bank acquired one west bank. since their branch is little far away, i decide to close the account. acct# ************. i emailed them and they said that i can either going to the branch or they can send me a docusign to sign to close the account. and they can mail me a check or do ach. the only fee they mention is the $25 early close out fee, and i was assured the i don't need to pay this fee since i was a long customer for one *********. and they never mention to me that if i close by docusign they need to charge me a $10 fee. i only have $10.00 in my account and this is a free checking account. after few days i sign the docusign, they send me a letter telling me they debit my account for $10 for mail in closeout fee. i contacted their customer service at ************, talked to *** on 8/30/2022, they transferred me to the ********, ** branch. i talked to *******, and she replied to me that their manager ********************* said that they apologize, but they can't refund me the fee. this is stealing and i need them to refund me the fee.

  Business Response

  Date: 08/31/2022

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

  Customer Answer

  Date: 08/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for their responses. but they will not respond until 10 business days, so please keep my case open for now.  because i don't know if business's solution will satisfy me until they contacted me.  right now, i don't know how they are going to resolve this issue yet.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 09/19/2022

   
  Complaint: ********
  
  I am rejecting this response because: i have filed the compliant#********, the business said that they will contact me directly within 10 business day on 8/31/2022, and now is already 9/15/2022.  i didn't receive anything from the business.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/19/2022

  The Bank will respond to the customer, generally within 10 business days.  

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for another 10 business days to see what they want to say.  hope they are not playing games again this time
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/26/2022

  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.

  ****** ****** closed my account to satisfy a personal grievance. ****** closed the account with a short 10 day notice. ****** has failed to issue a check for the money that was in my account. If she doesn’t provide the money that will be considered theft. ****** closed the account on 8/10 it is 8/26.

  Business Response

  Date: 08/26/2022

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

• Initial Complaint

  Date:08/24/2022

  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 deposited a check in the amount of 4593.67 on July 18th conveniently the bank closed my account right after I made that deposit. I am owed back 4001.00 of that money. It is now August 23rd I have not gotten my money back. I’ve talked to many rude representatives, a rude supervisor name *** **** and a ******* who works for the office of the president who lies and tells you she’ll call you and never calls back. This situation has cause a great deal of hardship in my household and there doesn’t seem to be a soul working for this company capable of helping. Attached is a copy of the transactions and several calls made to ******* where messages were left but I never received a return call.

  Business Response

  Date: 08/24/2022

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

• Initial Complaint

  Date:08/18/2022

  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.

  There has been numerous issues since opening up an account with the ******** ****** in ************, NC. I requested the information to file a complaint against them. I was able to contact someone with the issues but many of them were and have yet to be addressed. Recently, I have filed several complaints regarding various interactions I have had with this bank and have yet to hear anything back.
  
  I am in disbelief with the magnitude of mistreatment, discrimination and disrespect I have received. Today I receive a letter that they are attempting to close all of my accounts for supposed mismanagement which is a lie. This comes after filing numerous reports to inform corporate of what has been happening and try and get some fort if resolve. Instead of receiving help after all of these things they opt to close my accounts which were set up wrong and one I hadn’t had access to since the day it was set up.

  Business Response

  Date: 08/18/2022

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

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 received a final notice from the bank? (or someone pretending to be the bank) saying I owed $199 to renew a home warranty policy the bank took out when I purchased my home. I never authorized the bank (or anyone else) to purchase a home warranty policy. The return address lists the bank's name as FIRST "-" CITIZENS BANK & TRUST. I have never seen the "-" in any correspondence or advertising that originated at the bank, so it is suspicious.

  Business Response

  Date: 08/09/2022

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

  Customer Answer

  Date: 08/10/2022

  I think this is a scam.  I do not think the bank sent it or has any knowledge of it.  First Citizens Bank is NOT First---Citizens Bank.  They do not hyphenate their official name.  Someone is pretending to be the bank to scam customers out of money.

  Business Response

  Date: 08/22/2022

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

  Customer Answer

  Date: 08/23/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17691891, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  William Boyd