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

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

If you've experienced an issue

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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:11/20/2024
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 09/19/2024 my personal checking account came across an overdraft. Not quite sure what happened, but sometimes it happens. Normally I would have moved money from my business checking account into this one, but less than 10 days later Hurricane ****** hit the Carolinas and we were devastated. We didnt return to work until 10/15/2024 and internet/phones were not established until 10/31/2024. Now, less than 2 months later, I have received a collections notice that I owe a debt collector $96.00 to settle my account. This is both laughable (could have just called and moved money) and disgusting as we were literally working search and rescue while these people gave zero cares. I have NEVER been sent to collections over an overdraft fee nor have I seen a collections request in less than 90 days. I will gladly pay the money owed but I would like this removed from my credit report. I will be effectively closing all accounts tomorrow, 11/20/2024 and will no longer send business or customers of the local business I work for (very large corporation) to our local branch.
Business Response
Date: 11/20/2024
First Citizens will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 11/20/2024

Complaint: 22579917

I am rejecting this response because: this the same response your company provides to everyone who files a complaint with the BBB. You have zero accountability for your lack of care and compassion for those who make you millions. Typical. I expect nothing will come of this. Dont worry, Ive already paid off the debt collector and will work towards having your stupidity expunged from my credit report.

Sincerely,

****** *********
Initial Complaint
Date:11/19/2024
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.
On November the 14th $600 was taken from my First Citizens account by someone walking into the bank and using my ID to retrieve the money. Im filing this complaint because First Citizens did not use proper security cautions when this person fraudulently identity theft his way into my funds
Business Response
Date: 11/19/2024
The **** will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:11/14/2024
Type:Product 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.
have been requesting documentation of equity line closure since september this year... have asked about 6 different people... line expired sept ******... last person at First Citizens told me , on oct 29, that equity line was closed on Oct ******.. paperwork should arrive 7 to 10 business days... today is Nov 14 & have not received anything.......
Business Response
Date: 11/14/2024
The Bank will respond directly to the customer generally within in 15 business days. Thank you.
Customer Answer
Date: 11/25/2024

Complaint: 22555550

I am rejecting this response because:
Sincerely,

******* ******
Initial Complaint
Date:11/13/2024
Type:Sales and Advertising 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 closed a line of credit with First Citizens in August, 2024. The line of credit has had a zero balance since that time. The bank fraudulently processed a payment to the line of credit on October 21st. I called the bank on October 20th, while the charge was still pending. When the charge went through, I called again. On October 29th, I visited the branch in person.The charge is fraudulent. It should be reversed. I should also be paid interest for the money that has been missing from my account for over three weeks.
Business Response
Date: 11/13/2024
First Citizens will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 11/13/2024

Complaint: 22550554

I am rejecting this response because: I have already waited over 15 business days for First Citizens to resolve this matter.

Sincerely,

***** ********
Business Response
Date: 11/19/2024
The response to the customer was placed in the mail on November 19, 2024. Thank you.
Customer Answer
Date: 11/19/2024

Complaint: 22550554

I am rejecting this response because: The funds were taken electronically. I shouldn't have to wait on a paper check.
The check was not mailed to my correct address. When I spoke to the woman at the branch, she said she would have the funds returned electronically. She did NOT confirm my mailing address - even though I was sitting in front of her.

Sincerely,

***** ********
Business Response
Date: 11/21/2024
The Bank has spoken with the customer and her complaint has been resolved. Thank you.
Customer Answer
Date: 11/21/2024

Complaint: 22550554

I am rejecting this response because: I was a loyal customer to ********************** for over 20 years. This was my primary bank. I had personal abs business accounts with there. The mortgage for my home is with First Citizens. (It was set up by the same person who opened my line of credit.) I also had a brokerage account.
The resolution to this issue is that I am cutting ties with FirstCitizens. This issue should never have occurred. Then it was terribly mishandled.
I am taking my business somewhere I will be better treated.

Sincerely,

***** ********
Initial Complaint
Date:10/02/2024
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.
am writing to formally file a complaint against First Citizens Bank regarding an unresolved issue related to Zelle transactions that occurred on my account.On April *********, I attempted to execute a Zelle transaction of a $100, which initially did not go through. Believing the first transaction had failed, I made a second Zelle transaction for the $90. I believe a few days after, on April 20 for *****, the first transaction processed, leading to an overdraft of $138 or so on my account as I did not have sufficient funds to cover both transactions.Despite my efforts to resolve this issue, including multiple visits to the branch and numerous phone calls, the bank has failed to rectify the situation. During these interactions, I was informed that the problem was a mistake on the bank's end and that many customers experienced similar issues with Zelle that day. However, rather than addressing my concern, First Citizens Bank closed my account and sent my debt to collections.I have repeatedly communicated this error to the bank, and each time I was assured that the matter would be handled. Unfortunately, no action has been taken, and I have not received any follow-up from the bank despite their promises. Meanwhile, I continue to receive collection calls demanding payment for a debt that should not exist due to the bank's error.I request that the BBB investigate this matter and compel First Citizens Bank to take responsibility for their mistake, resolve the erroneous debt, and communicate with me regarding the status of this issue.
Business Response
Date: 10/02/2024
The **** will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:10/02/2024
Type:Product 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 attempted to deposit money into my account at an atm after hours. The cash was accepted put into the machine, the machine rejected one of my bills, and then the machine attempted to refund my money. There was an error with the machine and it told me I needed to contact the bank. I did so, I was issued a refund, and then today my account was negative $600 because the bank took $600 back from my credit which I received while the investigation was pending. The entire process of me putting money into the arm and not getting my money back should be visible on any camera footage . I was credited for MY money a little over a week after it was taken, causing me to be late on my rent payment. Again, this was MY MONEY which was snatched by an erroneous machine. I was robbed. I am now being charged a daily overdraft fee of $30 on top of the money that the machine stole. The bank teller cancelled my card and I have to put over $700 into my account just to be able to use it to pay my rent and bills. My money was stolen, and to take money from my account with no notification is thievery. I need that money to survive. The bank teller had no idea what was going on and thought I had been robbed. He did not know why $600 was missing from my accounts. This ********************** owes me over $700 after overdraft fees, not to mention my time and energy resolving this very straightforward issue. Thank you.
Business Response
Date: 10/02/2024
The **** will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 10/04/2024

Complaint: 22368058

I am rejecting this response because:

This is the second time that I have been unable to pay my rent because first citizens bank has stolen my hard earned money. I am being charged $30 per day over draft fees and I will be charged late fees if I am unable to pay my rent in time. The bank stole my money. 15 days is far too long for me to wait for money i earned which I desperately need and I would like a bit more concern and compensation for the time, energy, and embarrassment that this establishment has caused me.
Sincerely,

**** *********
Business Response
Date: 10/04/2024
The Bank is investigating and will respond when the investigation is complete. Thank you.
Customer Answer
Date: 10/04/2024

Complaint: 22368058

I am rejecting this response because:
As outlined in my original submission, I experienced an *** malfunction that resulted in the theft of $700 from my account. Despite this, First Citizens Bank has not offered an appropriate resolution to return the stolen funds, and has further compounded the issue by charging me overdraft fees due to the missing fundsfunds that were removed without my knowledge or consent.

The response from First Citizens is wholly unsatisfactory, and the continued delay in resolving this matter is causing me severe financial hardship. The $700 taken from my account is a significant amount of money, and as a result of this theft, I am now unable to pay my rent on time. This situation will also result in an additional late fee from my apartment management, which I cannot afford.

It is unacceptable that I am being penalized both by the banks failure to correct this issue and by overdraft charges that should never have occurred. Under applicable consumer protection laws, I have the right to a full reimbursement for the *** error and a refund of any resulting fees.

If this issue is not resolved immediately, I will be forced to escalate this case further, including pursuing legal action and filing complaints with financial regulatory bodies. I expect a full refund of $700, a reversal of the overdraft fees, and compensation for any late fees incurred due to the delay within the next 3 business days.

Thank you for your immediate attention to this matter.

Sincerely,

**** *********
Initial Complaint
Date:09/29/2024
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 have made several principal-only payments on my loan but have been unable to verify whether these payments were applied correctly or receive a proper amortization and payment schedule. It has been very difficult to speak with someone, making what should be a simple process cumbersome and frustrating. I request that someone contact me directly and provide a clear way to communicate, instead of relying on phone calls where, if I am unavailable, Im told they cant speak with me until another day. I manage multiple full-time jobs, so this process is especially challenging.
Business Response
Date: 09/30/2024
First Citizens will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:09/26/2024
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 mailed a check for $1,500.56 to go towards paying off my account. They cashed my payment on September 9th and have not applied it to my account. I called twice this month (both times on hold for 2 hours). When I got to a person, they said would send me a refund for the difference since the auto-payment processed already (for $318.50), they turned off auto-pay and assured me my account would be updated a few days ago. My account still does not show that I sent a $1,500.56 payment and I don't have confidence they will fix this and my account will be delinquent in their system. All I want is for my account to show it's been paid off and I get the difference back from the auto-pay.
Business Response
Date: 09/27/2024
The **** will respond directly to the customer generally within 15 business days.
Initial Complaint
Date:09/17/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid off this account this past June as per my loan officers advice . I have the receipt from when I went inside First Citizens Bank showing the entire amount paid that day. Somehow they added a 23$ charge to it that I did not know about and I demand this be removed from my credit report immediately since the account was wrongfully charged and had been settled
Business Response
Date: 09/17/2024
The **** will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 09/17/2024

Complaint: 22297626

I am rejecting this response because: getting back to me in 15 days isnt guaranteeing this will be resolved. Id like to know sooner that this matter has been resolved to my liking

Sincerely,

******* *******
Initial Complaint
Date:09/16/2024
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 have been banking with this bank for a few years and its been several times I feel as though discrimination has been happening. Never heard anything back from the complaint I filed when an employee flat out told me my deposit was being held because he felt as though it was a fraudulent deposit! A check that came from the government with my name on it! Now today I contacted bank because my overdraft was not accessible and was told a supervisor by the name ******** was told they could not provide her last name declined to communicate with me. Prior to this I had called and was left on hold for over an hour.
Business Response
Date: 09/17/2024
First Citizens is unable to locate the customer in our system. Please provide account numbers or copies of statements in order for us to locate the customer and investigate. Thank you.

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