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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

    • 133 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:09/16/2024

      Type:Order 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 am a client of first citizen they is allowing people to steal money out of my checking account and claim to say that I used the card when I only send money to my mom and girlfriend thru ****** they got 4 claims and denied the claim and not trying to put the money back into my account one of the claim number is db20247016 they need to reopen them claims and put the money back into my account

      Business Response

      Date: 09/16/2024

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

      Customer Answer

      Date: 09/16/2024

       
      Complaint: 22286942

      I am rejecting this response because:
      They need to put that money back into my account along with the last two disputes because I didnt use some debit card and someone took a pic of my card and used it with boost mobile and other places I demand them to put that money back in my account seriously 
      Sincerely,

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

    • Initial Complaint

      Date:09/04/2024

      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.
      Dear First Citizens Bank and its Representatives, I have been searching high and low for some vital information. I have not been able to get this particular information from any customer service representative or through any online search through the Securities and ******************** I need the most correct, up to date information for the following as soon as possible. Please give me the correct contact information including the contact Name and Title of the person or Senior Officer representative, the correct phone number, mailing address, e-mail address, and fax number for this representative and both departments as follows: Full contact information for your company's Special and ****************************** AND Full contact information for your company's Indentured Trustee. Please provide this information as quickly and accurately as possible.

      Business Response

      Date: 09/04/2024

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

    • Initial Complaint

      Date:09/03/2024

      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.
      Right up front I want whoever reads this to know that I absolutely have "buyer's remorse" over using this bank and their lending services . If I could get out of the loan without having to pay all the interest they have added to the front of the loan I would. When I answered the questions starting this complaint it gave me pause on how to answer those question. I don't know that it's SOLELY "buyer's remorse" because I DO hope that ya'll will be able to **** them into getting something going.On July 12 2024 I bought a piece of equipment and financed it thru this bank. Since then I was able to get in touch with someone one time that helped me login. However I failed in that I did not write down notes on how to get to the login page in order to access my account on the loan. When I attempted to log back in it was a herculean effort to even get to find the correct login page, once I found it (or at least it seems like I found it) I cannot login. They submitted an IT ticket but the issue is not getting resolved in a quick manner. The IT ticket was submitted sometime this week by Wednesday morning at 7:20 am (my time??), regardless I still cannot login and it has been a drawn out and frustrating ordeal trying to get logged in. I don't know if you can help me but if so that would be great. Thank you in advance. I also can provide emails and phone calls if needed.

      Business Response

      Date: 09/03/2024

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

    • Initial Complaint

      Date:08/26/2024

      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.
      On Monday August 19 I logged into my online banking and saw my accounts had a zero balance. We went into a branch where I was told that my account was closed and I could not have my money, I must wait for it to be mailed to me. I expressed that I have bills to pay and I was told it would be sent overnight and I would have it the next day. It is now 1 week later and I still do not have my money. I have tried calling the bank but no one will answer the phone. They have $800 of my money that I need to pay my bills and they will not give it to me. This was done with no notice and no reason was given to me either.

      Business Response

      Date: 08/26/2024

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

    • Initial Complaint

      Date:08/21/2024

      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.
      On August 11th, 2024 I conducted 2 *** cash deposits at my bank (First Citizens Bank, branch *************************************************************). The first deposit was cash, but after several confusing prompts I placed the $1000 cash into the *** and received an error. The money was never returned. I later realized where I could've gone wrong - I hit check deposit instead of cash? But it never returned the money. On the 2nd cash deposit (also $1000) the money was accepted and processed to my account as normal. My complaint is that my dispute was denied. On August 12th, 2024 (the very next day) I contacted the exact branch and was told they don't handle the ***, call the number on my call. No help, not friendly, no understanding whatsoever -they hung up. After I call the national support. I was told they would investigate and it would be easy to trace the overage and video footage..but I was denied. It makes no sense they MUST have overage on this *** at the amount that was not returned. I'm complaining but money was stolen and the investigation only estimated that I had a processed deposit so case closed. No help, no understanding. Where is the additional money? Who investigated/serviced the ***? Where's video footage that should clearly show all transactions. Very helpless situation for a customer who simply wanted to deposit cash into what had been a trusted bank until this point. I'm demanding better communication and a proper investigation. I've been passed around too much and no accountability whatsoever on the FCB *** machines. I'll escalate to media, consumer protection agency and beyond until they THOROUGHLY handle my missing money. PLEASE

      Business Response

      Date: 08/21/2024

      The Bank will respond directly to the customer, generally within 15 days.

    • Initial Complaint

      Date:07/31/2024

      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.
      The bank is using my money & changing deposit dates of when money was deposited from SSI, which I can prove without a shadow of a doubt! They are also depositing money into my account that is not mine, making it very confusing to keep track of how much I have or don't have. How can they change dates of deposits, and add money that is not mine to my account? The bank lady could not figure it out, but could see things on my account I can not see, I feel I should have 100% disclosure to MY money and how it is being used....And I don't!

      Business Response

      Date: 07/31/2024

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

    • Initial Complaint

      Date:07/29/2024

      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.
      I had fraudulent transactions on my First Citizen Credit Card Account and when I found out I did call them and reported them that all the charges related to Amazon shopping doesn't belong to me as I never have used Amazon neither I have account with them.They took that information in to the account and informed that they will investigate it and get back to me. Around couple of weeks ago I realized my account is still compromised and there are still purchases being made on my credit card and my account is in negitive even though I had no amount due on my card.I called First ************ and inquired them how come my card is still being used without my authorization and I am getting late payment fee and hit to my credit score even though I had nothing due which is payable.They apologized and said they will block the card right away and send me new one and also will do investigation ( which they told me 3 months ago ) but it still kept happening despite that.I want to dispute all the late payment or missed payment notification provided by the First ************ to BBB as I work hard to repair and keep my credit score updated and better.First ************ should have all the communication record of me reaching out to them for help in the case of personal information leak but I am still waiting for them to address and resolve this issue. I have attached the statements that shows amazon transaction charges which never were occured by me but Bank is still unable to resolve the issue even though it has been over 90 days .I would be grateful for immediate action so my credit score can get back on track where it is supposed to be as I am in need of loan and it has been really difficult for me to obtain it due to the issue I am facing.Thank you

      Business Response

      Date: 07/29/2024

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

    • Initial Complaint

      Date:07/26/2024

      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 January 18th, 2024 I wrote a check from my Home Equity Line to the City of ******** to pay for a property tax bill, in the amount of $2,327.05. This check was posted twice to my credit line account. I have contacted First Citizens Bank three times to remediate the issue, and they have yet to respond or resolve the issue. I would like the erroneous second posting and corresponding interest paid on the $2,327.05 to be removed from my loan balance.

      Business Response

      Date: 07/26/2024

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

      Customer Answer

      Date: 07/30/2024

       
      Complaint: 22046407

      I am rejecting this response because:
      First ************** has notified me they will respond within 15 days, which exceeds the timeframe in which BBB will keep the complaint open. I will be keeping the complaint open until FCB has rectified the complaint. 

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2024

      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.
      I am the financial POA for my elderly parents. I am listed on their First Citizens checking account and **** account. I should be able to call and help with any issues they have but continue to have issues. My parents live in an assisted living facility. My mother has had a stroke and has trouble speaking. My father has dementia. First Citizens will not allow me to ask questions about their accounts despite the fact that I have spoken with local account managers on several occasions. How can I get set up to have the ability to help my parents?

      Business Response

      Date: 07/15/2024

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

    • Initial Complaint

      Date:07/03/2024

      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.
      First Citizens Digital Banking capabilities for tranferring funds between same customer accounts and other ******************************************* customers has been off line now for almost 1 month. I have called customer service and there is no eta for fix, no resolution and no alternative other than use Zelle. Zelle is not adequate as there is a $1K limit. This is affecting personal account customers and business customers. The other answer from customer service is to go to branch. That also is not adequate as customers are not always in a location close to a branch office. This is severely impacting customers and is not providing the functionality that First Citizens advertises. There is no ability to escalate the issue further. I was told this morning after many calls to customer service that it is security issue. Customer have not been informed of a security concern with Digital Banking, which is very concerning.

      Business Response

      Date: 07/03/2024

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

      Customer Answer

      Date: 07/03/2024

       
      Complaint: 21936538

      I am rejecting this response because:   A 15 day response to a serious concern about Banking Security and On-line support is totally unacceptable.  This is the same poor response that is coming through from the support line.   I am a large depositor, business customer and ***************** Customer.   ******************************************* should be embarrassed about this reponse and should escalate this issue.

       



      Sincerely,

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

      Business Response

      Date: 07/09/2024

      The Bank needs time to research and investigate.  We will respond once the review is completed.  Thank you.

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

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