Business Profile

Bank

First Citizens Bank & Trust Company

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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

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

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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:06/27/2024
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.
On June 7th Ive misplaced my wallet and was able to retrieve it at a later date. A few days later I had then noticed funds missing from my account which seems someone has entered card information for cash app to take funds from my account to fund someones cash app account. Ive been waiting for over two weeks for my funds to be returned as promised and no provisional credit was issued as I was told by the helping call center rep.
Business Response
Date: 06/27/2024
First Citizens is unable to locate ******************************* in our system. ************************** did not provide her full address or an account number. Please provide the account number, name on the account, and/or a copy of the account statement. Thank you.
Customer Answer
Date: 07/01/2024

Complaint: 21909406

I am rejecting this response because:
My account number is : **********
*******************************
*************************************

Sincerely,

*******************************
Business Response
Date: 07/01/2024
Unfortunately, we are still unable to locate your name, address or account number in our system. Can you please provide us with a copy of an account statement to ensure First Citizens Bank & Trust Company is the correct financial institution? Thank you.
Initial Complaint
Date:06/12/2024
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.
Had a home equity line of credit. Had a 0 balance. I have sold my home, and needed a lien release. Two different associates told me they were waiving the $50 annual fee, and I had to pay a $60 required fee. Paid that fee, lien still not released. Have called multiple times, the don't get back to me in a timely manner, they didn't send me release lien. They also took my $60, and applied it to the $50 annual fee, which i Didn't not agree to. Very unethical.
Business Response
Date: 06/20/2024
The Bank is unable to locate ************************ name and address in our system. Additionally, we determined that he has a HELOC with Citizens Bank, not First Citizens Bank & Trust Company. We believe his complaint should be directed to Citizens Bank. Thank you.
Initial Complaint
Date:06/05/2024
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.
The bank did disable my account due without my authorization, Maam or Sir. I want my digital access restored back to normal because they like cause an inconvenience when I am sleep and when I am off of work. I have contacted the business when using someone elses phone.
Business Response
Date: 06/05/2024
The Bank will respond directly to the customer generally within fifteen business days. Thank you.
Customer Answer
Date: 06/05/2024

Complaint: 21802090

I am rejecting this response because they have had me on a recorded line and discussed it. They just want to make matters worse. I am a priority and fifteen days is not timely as I do need my bank account reopened or else more people will be affected due to envious personalities and criminal behavior from them trying to keep up negativity. I did let the company know that I will end business and should not have to come in person as I have car problems, emergencies, and a family to take care of in all serious urgency.
Sincerely,

*******************************
Business Response
Date: 06/06/2024
The Bank has been calling ******************, but her phone number is not working. ******************, please call the Bank's ************************** at ************. Thank you.
Customer Answer
Date: 06/06/2024

Complaint: 21802090

I am rejecting this response because again I only need to speak to them one time about this matter to make it happen. They know that they have been unapologetically upsetting me and are satisfied with harassment on their end as I am not in all seriousness.
Sincerely,

*******************************
Initial Complaint
Date:05/29/2024
Type:Product Issues
Status:
UnresolvedMore 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 spent months trying to resolve a problem with First Citizens Bank. Nobody there will correct the error. This bank is acting in a fraudulent manner. I have spoken with the *********** branch and general customer service *************) to no avail. I have filed several complaints and asked for escalations. Now FCitizens has furnished false information to the **** assuring me of future complications if they refuse to correct this.In March, 2023, I phoned First Citizens when I realized they had failed to send me the usual 1099R for account *****, the beneficiary account from my deceased mother. Meanwhile I contacted the main **************** line. They told me no distribution was made in 2023 due to a system error. They said no form was generated, hence no 1099R to report. I asked what to put on my 2023 taxes and they noted $7998 in regular interest. They told me to report just that interest, which I did.In April 20, I received form 1099R for 2023 from FCitizens indicated payment to me of $523 in 2023, saying they were furnishing that information to the ************************* But they admit they never gave me $523 in 2023! I contacted ********* at the ******************, but she has refused to have that 1099R form corrected. It says I received $523, but I received zero. It is totally bogus.I have filed 3 complaints to FCBank: CMPLT2024265152, CMPLT202465512 and a third 5/29/24. FCitizens needs to correct their erroneous form 1099R for 2023 and submit one to the *** that is accurate, that reads, "zero," nothing received. **** bank fully realizes their actions will create a problem for me with the ***. They don't care. A tax professional asked me why a bank supervisor won't simply have that form corrected; I have no answer. They wanted to know what bank wishes to cause its depositors such unnecessary grief-- so I told them: First Citizens. Please can you hold this bank to some standard? Thank you.
Business Response
Date: 06/21/2024
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 06/23/2024

Complaint: 21772710

I am rejecting this response because:
All they say is that they will reply. That is fine, but you (BBB) ask if I accept this as final reply. No, I do not accept this as final reply. It has been months and this bank does not give me a satisfactory reply and solution to the problem. They are at fault and can correct their mistake and take care of things.
I sincerely hope they will do this.
Thank you for your continued efforts on my behalf.

Sincerely,

***********************
Business Response
Date: 07/01/2024
The Bank is still reviewing and will respond directly to **************** shortly. Thank you.
Customer Answer
Date: 07/03/2024

Complaint: 21772710

I am rejecting this response because:
This is really a very simple problem.

First Citizens Bank made an error. They sent me an erroneous 1099 R form for 2023. They sent me a form reading $523 when they gave me ZERO (0) dollars in 2023.

They refuse to correct this error by filing an amended 1099R form.

They are aware this will cause big problems for me. They sent the erroneous form to the **** saying they paid me when they did not. The *** is going to audit me and ask what is going on.

My tax person asked me, "Why won't a supervisor simply correct the error?" I told her I don't know. Neither she nor I can head off the problem and First Citizens created it and will do nothing.

They do not need more time. They have been aware of this problem since April 20, 2024. They are acting in an irresponsible and fraudulent manner. They are not fulfilling their fiduciary duty to me, as a customer. Their customer service is inexcusable.

They need to be held to a higher standard. I have been trying to escalate this to their regional office, or to their corporate office (************** ************, CEO) with no success. Please help me do this.

Sincerely,

***********************
Initial Complaint
Date:05/28/2024
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.
In March 2022, I opened a 15 month CD with $15000, The bank's promotion offered me a free 1 year subscription to Amazon Prime. Amazon Prime subscription must start before before March 23, 2024.I tried to redeem the certificate in early March, but Amazon would not honor it. I contacted CIT Bank & the representative said I would receive a new certificate within 5 business days. It never arrived. I called back in early April, repeated my story & the representative said someone would contact me by email or phone. It never happened. I went on vacation until early May, 2024.Upon my return I contacted CIT for a 3rd time.The representative told me the promotion was over and some promotions expired in February 2024. I told him my certificate said March 23, 2024. He said "the promotion is over". I asked for some form of compensation. He repeated "the promotion is over" .I feel CIT made an error somewhere along the ******* should get something other than "the promotion is over".
Business Response
Date: 06/05/2024
The Bank will respond directly to the customer generally within fifteen business days. Thank you.
Initial Complaint
Date:05/09/2024
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.
I have banked with first citizens since high school.They have discriminated against me a low income black female ever since. I have since graduated high school and obtained an undergraduate degree and currently work in the finance sector in management as a VP.I have since been declined for or not even considered for a credit card , auto loan , home , and now a business loan. The loan officers didnt even attempt to run my credit after a long conversation about my business idea, plan, and decade of experience.First citizens was listed a firm that is helping underserved businesses and they absolutely ARE NOT. This is sickening. First citizens knows exactly how much money I make and have made increasingly more every single year. My bonuses and all checks are deposited into this bank and none of this was considered. Nobody even cared enough to let me submit an application. I will be sharing this experience on every single social platform that will listen.
Business Response
Date: 05/09/2024
First Citizens will respond directly to the customer usually within 15 business days.
Customer Answer
Date: 05/09/2024

Complaint: 21688954

I am rejecting this response because: there was no resolution yet

Sincerely,

***********************
Initial Complaint
Date:05/02/2024
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.
My late father, who passed in January, has a checking account as well an annuity with First Citizens. I have been trying to get these closed out to the Estate and beneficiaries for over two months. Only one branch employee ever returned a call. I have sent them all the documents requested and to this date have not received any response and have not had any of the funds that my late father had with this bank be dispersed. There is approximately ten thousand dollars in the account and seventy thousand dollars in the annuity. I have been chasing this company, I live in ** I cannot simply walk into a local branch. Ever other asset of my father's has been closed/moved timely by every other bank.
Business Response
Date: 05/02/2024
First Citizens will respond directly to the customer generally within 15 days.
Initial Complaint
Date:04/29/2024
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 am 50 years old and opened my first checking account with FC in my early 20s. I have been with them ever since. Aside from them charging me monthly for a free checking account for YEARS which was caught in 2012 (only 3 months of fees were refunded), I have had little issues with them but at this point, I am ready to leave. Their mobile app is very deceiving. I checked my app on April 24th and I had several hundred dollars in my account. I checked again on the 26th and my account was upside down and with 3 different overdraft fees (one daily) as far back as the 23rd. I understand that AFTER I looked at my account on the 24th, that some activity could have happened to put me into overdraft, but there should be no overdraft charges for the 23rd when my account was shown to be in the plus on the 24th. And this was my OWN funds, not funds that the bank had loaned me. This app is completely inaccurate and useless. When I called a representative, "******" tried to convince me that I still needed a paper ledger and should be balancing my account, admitted that the app was not accurate and not dependable and then proceeded to ask me if I was using paper or electronic statements which is COMPLETELY irrelevant to real-time or even daily transactions. She also stated that the bank may not always know when someone is drafting and that they may be behind in posting transactions. That is completely unacceptable and defeats the whole purpose of online banking in the TWENTY FIRST CENTURY! This is the second time that I have noticed this happening recently.The activity shown on any given day should at least accurately reflect THE PREVIOUS day Otherwise it's of no use. There is money to be gained by them and they have taken $30 over 3days, one from which was on the 23rd, when I was told by the app on the 24th that my account was fine. I want to switch but I've just ordered checks! I will be moving to the credit union if not resolved. Should've left in 2012 when I found I was robbed.
Business Response
Date: 04/29/2024
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 05/02/2024

Complaint: 21631271

I am rejecting this response because their response was that they would be in touch within 5 days. I have not heard from them yet and today is May 2. If I let time run out, then the complaint will be closed.

Sincerely,

*********************************
Business Response
Date: 05/02/2024
First Citizens will respond directly to the customer generally within 15 days.
Initial Complaint
Date:04/10/2024
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.
The Financial Manager ********************* at First citizens Bank in ****************** did not disclose all the pertinent information on our mortgage loan including the additional interest and principle that will be applied each month on our payment. After our first initial payment we noticed that no principle was being subtracted from the balance. We spoke to ******** and she said that the first year of your mortgage that most of the mortgage payment would be applied to interest and not principle. We applied for a 5/1 arm mortgage and we were not informed that we would be charge additional interest each day past the first of the month. She admitted that she did not tell us because she assumed that we knew about it. We reached out to her boss **************** who works out of *******, SC and he informed us that she should have told us everything pertaining to the loan and because of that he was willing to change our due date from the 1st to 22nd of each month. We were able to change the date to the 22nd. He also indicated that he would issue a check for the principle that they did not subtract. We did received that in the mail. We were also suppose to receive a updated amortizationstatement reflecting our new payment date of the 22nd of each month and a answer pertaining to where our interest and principal payment went to for our February and March payment. We paid our February payment and then received our statement for March it indicated NO PAYMENT DUE. We need to know where our money is going? We spoke to the closing attorney on this matter and he informed us that what they are doing concerning the additional interest and what they are charging us each date after the due date is not in the promissory note. Doing our meeting with him we asked why did he not tell us and he said because the language is not in the promissory note. It has been 6 months and everything is still not showing up correctly on our mortgage loan payment each month. Where is our payment being applied?
Business Response
Date: 04/10/2024
First Citizens will respond to directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 04/15/2024

Complaint: 21555904

I am rejecting this response because: They still have not corrected the problems as of today, it has been 6 months and the intersest and principle is not being deducted per the schedule and it is not being corrected. We do not believe they will get back with us in 15 days with the correction made. Our mortgage started at $299 k, we called and got a payoff last week and it was 299,908. How is that possible?

Sincerely,

*********************
Business Response
Date: 04/16/2024
First Citizens is gathering information in order to fully respond to ****************** complaint which is the reason we indicate it may take 15 business days to respond. Thank you.
Customer Answer
Date: 05/23/2024

Complaint: 21555904

I am rejecting this response because: Can you tell me why my complaint was closed. I answered on 4-16-2024 and did not received anything after that date. *************************** from First Citizens responded on the 4-21-2024

Sincerely,

*********************
Business Response
Date: 05/24/2024
The Bank mailed the response to ****************** complaint to her on or about April 24, 2024. Thank you.
Initial Complaint
Date:03/08/2024
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.
Last year, one of my student loan accounts was marked as being late and a late payment was reported to my credit reports. I have multiple accounts open with this bank since 2019 and none have defaulted or been late. All of my accounts have been enrolled in an auto-payment program to ensure none of the payments were missed. I selected the same option for the account that defaulted to late on my application. I selected the auto-pay option for all accounts including this one. As soon as I became aware that the account had fallen behind, I immediately made a payment to bring my account back to current. I believe that citizens purposely did not enroll my account correctly in order to collect late fees and interest on my account. ai have tried reaching out to the bank in order to remove the late payment history from my credit as I have never had any late payments on any account in general or with any citizens bank loans. The bank has refused to remove the late payment even though they are at fault for not properly enrolling my account in the anutopay even though the option was selected and an autopsy account was provided.
Business Response
Date: 03/18/2024
We apologize for the delay. We are unable to locate any accounts with the name ************************* or the address that was provided. If you can provide the account number or a copy of a statement that *** help us locate an account in our system. Thank you.

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