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.

close

Find a Location

First Citizens Bank & Trust Company has 666 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  First Citizens Bank & Trust Company

  239 Fayetteville St Raleigh, NC 27601-1309

• 

  First Citizens Bank & Trust Company

  327 N Dale Mabry Hwy Tampa, FL 33609-1238

• 

  First Citizens Bank & Trust Company

  3055 Tamiami Trl N Naples, FL 34103-4102

• 

  First Citizens Bank & Trust Company

  8891 Timberwilde Dr Bonita Springs, FL 34135-7885

• 

  First Citizens Bank & Trust Company

  101 Indian Rocks Rd N Belleair Bluffs, FL 33770-1727

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:02/29/2024

  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.

  First Citizens Bank accepted a direct payment transfer on a closed account from my bank (Bamk of *******) without rejecting the transfer around December 26, 2023.

  Business Response

  Date: 02/29/2024

  First Citizens is unable to locate the name *************************************** or the address provided in the complaint in our records. As a result, we are unable to investigate.  Thank you.

• Initial Complaint

  Date:01/25/2024

  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.

  In April 2023. I complained about an unauthorized purchase amount for an online grocery home delivery that was showing the same purchase twice therefore charging me twice for the same purchase. First Citizens did not initially drop the second charge until I had to call again to report the same issue twice. At that time the second charge was removed to include a fee. I thought all was corrected. I was far from wrong. at this time I received a phone call from bank manager leaving a message we must talk. I said no. I donot entertain such nonsense. Thats when a certified letter arrived around in May 2023 that my two accounts would forcibly closed. I was in shock was an understatement. My two accounts would be forcibly closed on May 10th 2023. Dated 10 days from date of letter. I am on disability and was now in panic mode and immediately found new banking. After talking to social security I was told when switching banks to guarantee getting paid they needed 2 months prior notification. What I was facing was not getting paid in an efficient amount of time to sussessfully pay my bills. I was potentially looking at 2 months and not getting paid. My bills would fall into default. I now have the evidence from social security after 9 months of waiting for such information that did not come from first citizens after asking for discovery purposes 9 months prior what the debt is and how incurred a1409.00 debt after closing both my accounts on 5 June 2023 (forced)with a zero balance. I received two collections letters sending this debt to collections in ******* indicating an outstanding balance of ******* from a collections agency in *******. I never received any information from first citizens indicating accurate information indicating what I owed or who the creditor is and how this debt was now lingering on my finicial reporting as owed and outstanding. Well I recently found out from social security the truth. First citizens sent the payment back to social security as unpaid.

  Business Response

  Date: 04/08/2024

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

• Initial Complaint

  Date:01/02/2024

  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.

  Date of transaction: 5/24/2023 Amount: $3,235 The circumstances of this transaction were fraudulent Several days after the transaction, I reported it to First Citizens after a short investigation they determined that is was fraudulent and subsequently refunded $510 on 8/21/23 and separate refund of $410 on the same day. The remaining $2,315has not been refunded and after many inquires was I was told that that portion is up to the discretion of the branch from which my account was created. They also rejected the remaining refund despite agreeing that the purchase was fraudulent. I'd like a resolution with the remaining amount being refunded to me.

  Business Response

  Date: 01/02/2024

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

• Initial Complaint

  Date:12/11/2023

  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 recently attempted to bring my auto loan current by making the minimum payment due and was told the account was all set and in good standing. I then realized, it was in fact not in good standing and was given the incorrect information by the customer service representative. They are now telling me I owe more money that I was recently told in order to reapply for the extension I was already told I was given. This is an error on THEIR part, as I was give INCORRECT information.

  Business Response

  Date: 12/11/2023

  First Citizens is unable to locate a ***************************** in our system or an account holder by the address provided in the complaint.  Can you please provide the account number or a statement showing the account number along with the name and address of the account holder?  Thank you.

• Initial Complaint

  Date:12/01/2023

  Type:Order 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 several fraudulent charges made to my account. I was only alerted when 10 large charges tried to go through even though they let several go through before I was notified. These charges were made in multiple states over a few days even though I was in a completely different state and was at work. Theyve made absolutely no progress in getting any of my money back and refuse to do a temporary credit for the amounts. **** of America will issue credit immediately for obvious fraud. They claimed to send out a text on 11/20/23, which I never received so therefore a response was never given to them from me accepting or denying a transaction. Then they claim to send others out which I never received so they didnt get a response. Finally in 11/27/23 they decided to call me. They decided to call once my account was negative. On 11/27/23 Heat archives 309, again 309 then 330.Shop size. *** 256.99,257,502,748.49 ******* ****** Although their policy is to shut down account after one response wasnt received from their fraud department yet my card was not suspended until I told them to do so. There were several other charges that went through in multiple states over a couple days. Theres even a charge for gas from me in ** and then a pick up order at longhorns steak house in ******* as well as a planet fitness gym membership. Even though they put a fraud alert on my account in 11/20/23 they still allowed these charges to go through without a response from me because I wasnt receiving texts. So I closed my card in 11/27/23, checked my bank account multiple times daily Monday, Tuesday and Wednesday I get a fraud alert not to say yes or no but to tell me the charge went through. How do I cancel my card then a transaction goes through three days later? The ******* charge of ****** went through on Wednesday. May I add Wednesday is when my direct deposit went through before that I didnt have enough money to cover it, kinda convenient right?. I call first citizens and ask

  Business Response

  Date: 12/01/2023

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

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20944024
  
  I am rejecting this response because:
  I dont need an answer in fifteen days. Its Christmas I have kids buy fit and rent to pay and now because of the banks refusal I have to choose a place to live. *** worked very hard for my money and instead of making sure me the customer is credited back immediately for the fraud first citizens let happen after my card was canceled. They take absolutely zero responsibility. *** also called two merchants who have both said they have no charges for those amounts those dates my card out my name. So my question is, is it first citizens making false charges on peoples accounts that they have no intention in returning or is it really a person. After the way Ive been treated Im really starting to wonder. You took my money immediately and gave it away with no approval from me so why cant you give it back immediately to the person it actually belongs to? I will not stop and will continue to tell my story to every social media site, every agency and every person. You should protect my money Ive entrusted you with not the person whos stealing it from me. I should be credited immediately for the ******, that was taken out after my card was canceled, that was first citizens fault.
  Sincerely,
  
  *********************

  Business Response

  Date: 12/11/2023

  The Bank is still investigating and will respond once the investigation is complete.  Thank you.

• Initial Complaint

  Date:11/30/2023

  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 filed a complaint with First ************ regarding Stamp.com taking out $199 out odf my account while I have canceled the trial period prior to it expiring twice u der two different email acckunts. I have received a confirmation number from Stamp.com for a refund and that there are no charges for services fees but then the company lied and stated on a second telephone call that there are service fees and refusing to send my money back . The confirmation number provided to me on November 10, 2023 by Stamp.com on 231110-000328. I also have a email. I provided the confirmation number to First ************ on the 16th of November when I opened my claim and requested for the '"provisional credit" within 10 days. The bank has not provided ne the money as of todate November 30th nor has done anything with my case. I am very dusappointed with this bank in how I am being treated not only with this matter but how they continue to lovk my card after almostca year knowing that I do crrtain transactions.

  Business Response

  Date: 11/30/2023

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

• Initial Complaint

  Date:11/27/2023

  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 am a beneficiary on a traditional *** at First Citizens bank (FC). The beneficiary is under an old legal name of mine-since then I have legally changed my first and last names. I have already provided FC my name change documentation. The person holding the *** has died so I set up an inherited *** with **** bank to have the funds transferred into. I completed the necessary paperwork with ********** and **** sent them to FC. Then FC rejected the request, stating the name of the beneficiary does not match the name the check is to be written to, even though I had already provided name change documents. On 11/8/23 I received an email stating that the only way FC will issue the check in my current legal name is for Ally to add the wording "***************************, formally known as ************************. Supervisors at ********* told me that **** is unable to add the "formally known as" wording because I was *************************** when I began with them. **** says that FC has the legal responsibility to use the provided name change documents and issue the check in my current name, and that they are trying to get ally to do what is FCs responsibility, and that it is illegal for a bank to refuse to release funds due to a name change. Then to send that check directly to Ally and follow the other instructions, so that it goes directly from *** to *** and is not treated as distribution. There is not a FC branch near me (the closest is about 2 and 1/2 hours each way and my contact will not say that if I make the long trip it will even be resolved). People change their names all the time, so this should not be the problem they have made it out to be. My contact with FC is *************************, ******************************************************* ************. Lastly, the beneficiary form shows my former last name spelled "******" and it was actually "******", so someone accidentally put O instead of E. Therefore, my documents show ****** and not ******, Please help! Thank you, ***************************

  Business Response

  Date: 11/27/2023

  The Bank has been unable to locate any information without the name of IRA ***** and an account number.  Please provide so we can investigate.  Thank you.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20906599
  
  I am rejecting this response because:

  This was the only option available to reply to the response without closing out the case.  The ******************* is ***************************  I cannot provide an account number because I was never given one as a beneficiary.  If you are unable to locate using the *** holders name (she was located in ***********, **), then you can contact *************************, ******************************************************* ************ for the account number
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/28/2023

  Thank you.  We are looking into the matter and will respond directly to you generally within 15 business days.

• Initial Complaint

  Date:11/17/2023

  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.

  My debit card was fraudulently used 4 times at 3 locations in ************, ** on 10/22/2023 totaling $1113.61. First Citizens **************** denied my claim that those charges were not fraudulent. The bank stated my claim was denied because I did not report my card lost/stolen in an appropriate amount of time (6 days). Also, other charges were made during the time my card was said to have been lost (my card number was used for automatic withdrawals). I asked the bank, aside from the automatic withdrawals & the time it took for me to report my card lost (I thought I just had misplaced it) how do they determine those were not fraudulent charges. They could not answer my questions, reverting back to the time it took for me to report my card lost. I do not use my physical debit card very often. I have my card number uploaded to apps & for automatic withdrawal purposes. The last time I remember seeing my physical card was on 10/16/23. I did not use the physical card after 10/16/23. I thought I just misplaced my card - until 10/22/23 when I began to received fraud alerts. I am asking for a refund of the fraudulent charges totaling $1113.61. I am also requesting information on their process & how they determine a charge is valid vs fraudulent. Do they ask for video footage? Do they call the store?Also, please note I had to wait until 10/24/23 when the charges posted to open a fraud claim. I did not receive the notice of denial until 11/10/23. I spoke to the fraud department on 11/14/23. The *** stated ******** in the fraud **** denied my claim & the Branch Manager at ******** approved the denial. Due to the fact that this bank is only open Monday - Friday from 9am - 5pm & closed Saturdays - I had to take a day off of work to go to both LAPD and ****************** police stations, as well as, the bank to speak to the Branch Manager at *********** North & deal with this. First Citizens is making me, their client, feel like a criminal instead of the victim of fraud.

  Business Response

  Date: 11/17/2023

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

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20881760
  
  I am rejecting this response because: I am being asked to response within 5 days of receiving First Citizen's response, however, First Citizen is stating that I will be contacted within 15 days. I do not want to close out this claim until I hear directly from someone from their bank. I want a full refund for the fraudulent charges. I will not be satisfied until that happens. I am hoping someone from First Citizen's contacts me via phone as soon as possible.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/20/2023

  The Bank is investigating the complaint and will respond when the investigation is complete.

• Initial Complaint

  Date:11/14/2023

  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.

  Our companies currently have multiple accounts with First Citizens Bank and were recently scammed out of $100,000 through the bank, to which *************************, Senior Manager of Financial Crimes, finally responded on 6 November 2023, after 2 weeks of nudges and requests for information: "My investigation has been concluded. The decision has been made to deny the claim for the 2 ACH payments. First Citizens Bank will not be providing reimbursement." On 18 October 2023, at 10:50am, our employee attempted to enable ***** through the First Citizens Bank website and received an error message to contact customer service. She emailed our bank representative at the local branch to get assistance with this, who responded the following day with a **************** number to call to enable Zelle. The **************** represented alerted our employee that "there was an update that unlinked all First Citizens customer phone numbers to Zelle" and the representative proceeded to connect our employee's cell phone number to the account to enable ***** This was the start of the scam and ************************* has not responded concerning this point and the potential and likely breach of security at First Citizens Bank which then gave our employee's cell phone number to the scammers. Although the bank was alerted on Monday morning the 23rd of October that the ACHs (totaling $100,000) attempting to be sent from our company account were fraudulent, they would not take any action to stop the funds from leaving our account. It is highly likely that First Citizens Bank had a security breach of customer information and the bank is doing nothing to take responsibility for this. The bank also refuses to release any information as to where the missing funds went. That this is being kept "under wraps" is completely not okay and dishonest. The bank has not been forthcoming and the detective at the police department informed our Snr VP the bank would be subpoenaed due to their lack of cooperation.

  Business Response

  Date: 11/15/2023

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

• Initial Complaint

  Date:11/10/2023

  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.

  They charged me a fee unknown to me to an account I no longer use or look at. This fee was in the amount of ****, there was only **** in the account. Again its not used they never contacted me about this. No email, text or phone call to inform me they were trying to collect .29 cents or that I owed it. I had no idea. They submitted me to the credit bureau for a delinquent account for .*******!!! I called immediately when I found out and paid the amount plus fee and asked for them to remove it off my credit to which I was told no. I know for a fact they can, just so happens my brother is a CFO of a debt collection company. Im 37 years old, never missed a payment and now my credit is bad due to a greedy, lazy bank not trying to text email or call me to collect a FEE! Again this was not a charge from someone but a Fee charged by First Citizens. They will do nothing to assist and I will be disputing and filing every complaint I can on this bank.

  Business Response

  Date: 11/10/2023

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

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20850621
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************