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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

    • 130 total complaints in the last 3 years.
    • 49 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:02/04/2025

      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.
      Hello i don't have transport to hey to the bank, and been trying 4 times to do an application online, I just open a business and trying to have a business account and a personal account and it won't allow me to pass and i haven't done anything wrong. Seems like this bank is racist towards me for no reason

      Business Response

      Date: 02/04/2025

      Unfortunately, the Bank needs additional information to review the complainant's concerns.  We need the full name of the individual, full name of the business, the social security number, the tax identification number and full address for each and the dates the applications were submitted.  As well as which bank: First Citizens Bank & Trust Copany, ********, a division of ***** Citizens Bank & Trust Company or *******************, a division of First Citizens Bank & Trust company. Thank you.

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair 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 12/30/24 i made an external transfer from my first citizen's bank checking account to my bank five nine checking account. This was for 1000 dollars. On the 31st I noticed another 1000 dollar external transfer going to bank five nine. I didn't make this one. I waited until Jan 3rd for my money and only one transfer made it to my bank five nine account. I called ****************** citizen's bank multiple times to fix this. They sent multiple emails to their ************** with no success. So I asked for my remaining transfer to be retracted and get my money back. They refused to do that for me. ******** is my first citizen's account number. ******* is my bank five nine account number.

      Business Response

      Date: 01/29/2025

      The **** will respond directly to the customer generally within 15 business days.  Thank you.

      Customer Answer

      Date: 01/29/2025

       
      Complaint: 22868844

      I am rejecting this response because: i have been waiting for my money for 3 weeks now.  This should have been resolved weeks ago.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:01/16/2025

      Type:Product 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.
      The First Citizens Bank Branch on ************* *************** reported my business as a recipient of loan and put it as my income to the ************ in *************** **. My business signed paperwork with the bank for the customer, Mr. **** ********* who was applying for the loan. But when the check arrived from ************ for the amount of $42,635.00, the manager of the bank who is a friend of Mr. ********* managed to deposit the whole check to the customer personal account. I feel that it all planned in advance because we were not offered any work after and did not receive any amount of money from this check. The problem is that we received 1099-*** form from ************* in the above amount. We ask a bank to provide us with a copy of the check, proof of transaction and date the check was cashed or deposited, but the bank refusing to provide any information. Now we are reliable to pay a tax on the $42,635 which we never received. I am asking to help us to solve this problem. Sincerely, **** Liventseva, Secretary of **********************.

      Business Response

      Date: 01/16/2025

      The **** will respond directly to the customer generally within 15 business days. Thank you.

      Customer Answer

      Date: 01/18/2025

       
      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,

      **** Liventseva

    • Initial Complaint

      Date:01/14/2025

      Type:Product 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.
      Made a car payment $455.28, representative processed $5455.28. I have emailed this is hardship, filed a complaint, no response or urgency on their behalf. First contact Jan. 3rd, was told last week a refund and check was issued yet told the check would be mailed Jan. 10th. Requested the check be sent overnight and have not received as of 1/13. This was their error and no rush or concern Im out of $5000 at the beginning of the month.

      Business Response

      Date: 01/14/2025

      The **** will respond directly to the customer generally within 15 business days. Thank you.

    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair 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 husband had an accident that put him on short term disability at his job for 12 weeks. We went to our local branch in November to see about getting our truck deferred because his short term check wasnt going to cover the truck payment. Gentleman named ****** helped us and told us everything was approved for deferment and that we were good to go. I get a call the Monday after Christmas saying Im 41 days past due on our truck payment. I said that was incorrect and that we had gotten the payments deferred for 2 months until my husband could go back to work. ****** says he saw where their ez form had been approved but the deferment got denied and no one let him know and no one told me as well. Tried talking to the branch manager ******** and he has told me there isnt anything they can do because we didnt meet the requirements for the deferment but wasnt told until 41 days late. ******** says it was a miscommunication. This miscommunication is costing me late payments which I dont make and Im having to get a loan to get the missed payments so we dont lose our truck. First citizens needs to make this right as it was their fault I am late being told that we were deferred when in fact we were not. We will be moving our loan elsewhere when all this is over, this is poor customer service and accountability.

      Business Response

      Date: 01/07/2025

      The **** will respond directly to the customer generally within 15 business days.  Thank you.

      Customer Answer

      Date: 01/07/2025

       
      Complaint: 22775989

      I am rejecting this response because: I will await their call, they are the ones that have messed up and has caused me to be 2 months late and need to take accountability and fix the problem. Ive never been late in all my credit history and now because of their miscommunication its costing me. 

      Sincerely,

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

    • Initial Complaint

      Date:01/02/2025

      Type:Product 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.
      First Citizens Bank ***************** Services failed to deliver a wealth management plan as contracted and then notified us by phone to move our monies elsewhere. Unprofessional, out over $12,000 in personal time lost. Incompetent leaders, failed to not only deliver but failed to take accountability for not delivering to contract terms.

      Business Response

      Date: 01/02/2025

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

    • Initial Complaint

      Date:12/19/2024

      Type:Service or Repair 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 have had multiple accounts of varying types with First Citizens for a number of years. I use a debit card linked to my checking account regularly. Several years ago, I was trying to pay for a haircut with no other form of payment on me, and the card was declined. I call First Citizens to find that despite them not being able to give me any details, they had frozen the card due to alleged suspicious activity. It took several days to receive another card. Now, here I am trying to place a large online order for Christmas presents, and am finding that my card has been frozen once again - only this time, First Citizens does not have anyone available to answer the phone. It is unacceptable that they are holding my money hostage for what I strongly suspect to be nothing more than me trying to attempt to place a large order with no one available to assist. This goes beyond poor customer service.

      Business Response

      Date: 12/19/2024

      The **** will respond directly to the customer generally within 15 business days. Thank you.

    • Initial Complaint

      Date:12/18/2024

      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.
      On 12/13/24, I remitted payment for my monthly *** **** of $632.62 per confirmation #*********. The monthly payment had an additional fee of $2.25 added which brought the total to $634.87 I've owned my home for a decade and the property management company, ****, has a new residential portal for on-line payments. I've never been assessed a fee in the entire decade of owning my home which makes this fee even harder to swallow. My home is located in ******, **. Apparently, the fee was implemented on 11/19/24, unbeknownst to me, as I remitted payment for November prior to said new fee. When I saw the new fee this month as I was remitting payment, I didn't know if it was an error or perhaps a legitimate fee. I could not get in contact with NOVA/property management company so I sent an email and proceeded to complete the payment. I assumed that I could be granted a one-time reversal since this is a new fee and no correspondence was mailed to homeowners. **** advised me to contact the bank. I contacted First Citizens Banks and spoke with *******. She advised me in a rude tone that she would not reverse the fee because if it is reversed for me they would have to reverse the fee for everyone. I'm not speaking about everyone. My concern was my own personal situation. She then proceeded to advise me that I did not have to use their platform and that I could remit payment via mail or through my personal bank. I'm aware of the different methods to remit payment and did not need to be provided with that information. The portal is for convenience!! If I wanted to have my payment delivered via snail mail, I will place a stamp on an envelope and do so. The customer service delivered today was abysmal! It is clear that I will not use the portal to remit payment as the fee is a determent. I would like to respectfully request the fee to be refunded to me as a one time courtesy.

      Customer Answer

      Date: 12/18/2024

      My complaint is with First Citizens Bank. I'm respectfully requesting a refund of the $2.25 processing fee as stated in the aforementioned.

      Business Response

      Date: 12/18/2024

      The Bank will respond directly to the consumer within 15 days

      Customer Answer

      Date: 12/18/2024

       
      Complaint: 22701168

      I will await the response from First Citizens Bank. I'm eagerly anticipating their outreach to me as I'm hoping for a favorable outcome.

      Sincerely,

      Hershely *****

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair 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 bank, First Citizens, returned a paycheck of mine from the company ESS, which I have been employed by as a substitute teacher since May 2023. I have deposited many paychecks from *** electronically prior to now. When I spoke to customer service, they told me that it wasn't a real check and that the bank had thus caught the error and retrieved the funds. I explained that it was and that I had others that had gone through. No one let me know about this. Basically they were saying I was trying to pass a fraudulent check. They told me I had to go into the branch. I am disabled and rely on others for transportation. I am just hoping I can somehow deposit this paycheck and a subsequent check that I had also deposited electronically.

      Business Response

      Date: 12/09/2024

      The **** will respond directly to the customer generally within 15 business days. Thank you.

    • Initial Complaint

      Date:11/27/2024

      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.
      Subject: Ongoing Issues with *** and Misrepresentation of Acct Situation I am writing to express my frustration with the ongoing and mishandled situation regarding the illegal withholding of my funds by ***. The acct in ? was closed by employee who was seeking personal retribution after I reported inappropriate behavior by a staff member who changed my address on the ****. *** records indicate that my acct was closed on September 9, 2022, while a refund from ********* was sent to the bank on January 13, 2023. However, I was never notified of the refund. It was not until mid2024more than 14 months laterthat the bank admitted to having the funds. The only reason they acknowledged it was due to my persistent filing of complaints with the ***** *****, CFPB, *****, etc. At one point, I even received a letter from a *** employee that outright denied any refund had occurred. Instead of notifying me when the funds were as they say "located", FCB covertly issued a check while I was out of town for a week. Upon my return, they ignored my reasonable accommodation request to avoid sending the chck via signature-required mail, as my apartment requires a fob for access. This lack of consideration and professionalism is unacceptable. This matter clearly warranted escalation to leadership, as no one had properly handled the matter. Despite my request to speak with a live person, no one reached out to me. Eventually, I was contacted by someone Id'ing himself as ******* *****, claiming to represent ***. His law firm is based in **********, **, yet *** is located in *******, **. I received his email on October 18, 2024, and on November 6, 2024, I informed Mr. ***** that I had a letter outlining my concerns and resolutions, but I needed confirmation that he was legitimately representing the bank. I am rightfully owed interest. This matter is far from resolved I now request the contact info for the legal dpt. and the name of the individual currently handling this longstanding issue.

      Business Response

      Date: 12/04/2024

      The **** will respond directly to the customer generally within 15 business days.

      Customer Answer

      Date: 12/10/2024

       
      Complaint: 22610461

      I am rejecting this response because:

      Subject: Follow-up on FCB's Ambiguous Response to My Complaint


      Dear BBB,


      This is my follow-up regarding FCB's ambiguous response to my complaint. Their response states: "The Bank will respond directly to the customer generally within 15 business days." However, this lack of specificity continues the pattern of unclear and misleading communication from FCB.


      I received a response from someone named **** *., who claims to be the Customer Complaints Manager. **** indicated that another individual would be contacting me, but intentionally included a period at the end of the email address, which I believe was a tactic to prevent me from reaching out. Had I responded hastily, *** could claim that they never received communication from me.


      Furthermore, **** has refused to provide their full name, adding to the opacity of **** communication. Most of ***'s correspondence has come from a generic Customer Response Team, and I am frequently denied the opportunity to speak with a live person to address my concerns directly.


      I trust the BBB will assist in addressing this ongoing issue and ensuring proper communication moving forward.


      Thank you for your continued attention to this matter.

      Sincerely,

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

      Business Response

      Date: 12/10/2024

      The **** will respond directly to the customer generally within 15 business days.

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

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