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:10/24/2023
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 have numerous times asked to opt out of over draft protection. They are know trying to tell me that I have to participate even though everything I can find regarding overdraft says I have to consent and opt in and can revoke at any time. I don't want overdraft protection because I'm certain, true or not, that the system intentionally gets your transactions out of order in an attempt to cause an overdraft. Regardless I want my right to opt out respected and my account removed from the overdraft program
Business Response
Date: 10/24/2023
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:10/19/2023
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.
Back in 2022, the ************* merged with First Citizens bank and they took my account under the ********************. They moved my account into one of the categories that they consider equivalent but my account balance is below the requirement of that account. They started charging me $50 service fee each month and so far I have paid over $600 for service fee. This is literally a robbery. I request to have my fees refunded back to my account and I would like to close my account as I do not wish to do business with them ever again!!!!
Business Response
Date: 10/19/2023
First Citizens will respond directly to the customer generally within 15 business days. Thank you.
Customer Answer
Date: 10/19/2023

Complaint: 20749482

I am rejecting this response because: They just said they will contact me within 15 days. No solution has been provided, so I can't say I am satisficed to close the case. I will be able to respond once they provide a solution or actually reach out to me.

Sincerely,

***************
Initial Complaint
Date:10/03/2023
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 July 24, 2023 I contacted First Citizens Bank credit card servicers. To do a credit card balance transfer at 0% interest for 12 months. I was told this by the customer service representative. Which is why I had called an asked about the offer. My request for the balance transfer was approved for $4,700 at 0% interest for 12 months. On 8/04/23 the balance transfer transaction was me on my behalf to set party. I then got my credit card bill for 9/05/23 showing a $64.49 interest charge for that $4,700 balance transfer. Which I was told and agreed to on a recorded call. On the 9/12/23 I called them concerning the issue. I was told by the representative that my 0 % interest offers only come by mailed transfer checks. i told them that wasn't what your representative told me nor What I said yes to. They said that they will pull the recording of the transaction. Which revealed that the representative told me the wrong information and give me the wrong interest rate. I told them that's not my fault and they need to fix this issue. That I shouldn't have to suffer because of your error and mistake. The supervisor said that she will see if they will honor what I was told by the representative and what I agreed to. From 9/12/23 to 10/3/23 I had to call First Citizens Bank for updates. They showed no remorse for my situation, nor did they care. They were more concern about getting the interest than doing the right thing by a customer. Forcing me to pay off the balance amount of #4,740.50 to avoid the *****% interest charge. My plans are to pay off this card remaining balance cancel this card and cut it up. First ************** showed me that have no remorse and I'm just another number. And that I can take my business eles where.
Business Response
Date: 10/04/2023
We will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:09/29/2023
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.
First citizens bank on ******************, ********* closed my account and they are refusing to release my funds of ******* Branch assistant manager ************************* just decided to hold my funds, tried calling few times and I am not getting any straight answers! All I need is my hard earned money which it was deposited to my account!!!
Business Response
Date: 09/29/2023
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:09/21/2023
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.
My wife and I have been customers of First Citizens bank for 15+ years. We continue to have repeated problems with their failure to respond to our numerous emails and phone calls to them. We decided to no longer have paper monthly bank statements mailed to us, but instead to download them each month for us to review and balance out our accounts (we have one checking amount and 3 Money Market accounts). I have attempted to download my statements for the normal banking period for my accounts, this one in question is 08/18/2023 to 09/17/2023. These accounts should show detail of deposits, withdrawals, ATM activity and interest each month. I tried repeatedly to download the August statements for each account, with error messages and mail from the **** from First Citizens that my email account is incorrect! How could I possibly receive that email but unable to retrieve my statements to this email address?! But yet I received emails from First Citizens Bank notifying me that my statement were ready for download. After repeated phone calls, I went into the local branch in ************, ** today (09/20/2023) and spoke with *************************, who instructed me to delete my current email and re-enter the same email address! I did what he wrote down and instructed me to do, with no success. I have tried to speak with supervisors, representatives at First Citizens, all who refuse to resolve my issue. I am a customer and want to download my detailed bank statements for all of my accounts; yet they offer me no assistance or resolution.
Business Response
Date: 09/21/2023
First Citizens will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
Date:09/14/2023
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.
I was approved for financing through CIT/First Citizens Bank for a printer purchase that I made through Uninet for an icolor650. The agreed upon purchase price was $9,362.95. But upon receiving the financed amount with CIT, it was over $12,000. I have reached out to them NUMEROUS times about this increase and even called and was never given in answer, Ive been transferred and hung up on. So now that you have strung me along, I want an ITEMIZED break down of these exact costs that bumped my financing up to that amount.
Business Response
Date: 09/14/2023
First Citizens will respond directly to the customer within 15 business days. Thank you.
Customer Answer
Date: 09/14/2023

Complaint: 20605896

I am rejecting this response because: you need 15 days to figure out why you tacked on an extra $3,000. Okay, take your time. Case wont be cancelled

Sincerely,

*************************
Business Response
Date: 09/18/2023
The Bank needs time to fully investigate the issue in an effort to resolve it. Thank you.
Customer Answer
Date: 09/18/2023

Complaint: 20605896

I am rejecting this response because: seems like someone did something very fishy over there. Ill be waiting to hear back.

Sincerely,

*************************
Initial Complaint
Date:08/31/2023
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.
7/26 @ 9:00 - Contacted customer server regarding changing the payment due date for an auto load from the 23rd of the month to the 2nd of the month. The next due date was to be moved to September 2nd, not August 2nd. CSR acknowledged and confirmed the next due date would be 9/2.8/30 @ 10:00 - Was contacted by First Citizens ********************** regarding the "past due" payment for August. Explained to agent that the due date was moved to September 2nd, not August. Agent confirmed and stated that there was a mix-up, and that it was being resolved. Confirmed with agent that there was no past due payment.8/31 @ 12:00 - Was contacted by First Citizens ********************** who left voicemail. Called FC back and spoke with ***** (ID ****** and explained the situation again. She advised that I was misinformed, but that she was not the authority in the matter and that it would have to be forwarded to loan servicing. An estimate of ***** hours before loan servicing would respond. Requested the contact info for the loan servicing department, was told "they do not speak with customers". Requested escalation and was denied.I am requesting that First Citizens honor the original agreement on first contact (7/26) - July payment posted, no payment due in August, next payment due 9/2/2023. Remove any derogatory marks from credit bureaus. Prefer to speak with a representative who is authorized to remediate what I have requested.
Business Response
Date: 08/31/2023
First Citizens will respond directly to **************** within 15 business days. Thank you.
Customer Answer
Date: 08/31/2023

Complaint: 20549101

I am rejecting this response because:
I will await contact from the business and will update once the issue has been resolved.
Sincerely,

***************************
Initial Complaint
Date:08/11/2023
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.
*** not liable for this debt with first citizen bank . I don't have a contact with them. They did not provide me with the original contact as I requested. They also reported to the consumer agency without any consent this is against the law
Business Response
Date: 08/11/2023
We are unable to locate any accounts for ***************** Can he provide an account number or a copy of his credit report in order for us to investigate? Thank you.
Initial Complaint
Date:07/21/2023
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.
They have falsely put. Late payments against my credit report. I have called several times over the last 6 months. And they were unable to give me dates of any late payments. I had made the payments on time and they hadnt processed them in a timely manner. I have talked to several others that have had the same experience with this place. Their staff was unable to even give me any dates of when the payments were suppose to be late. Documentation if the payments being made on time was sent several times and they stated they never received them. I was told then there were no late payments and then they charged me for 14 late payments for a total of over 300. I have tried to resolve this issue in a fair way and have been met with incompetence and rudeness from the staff. Misinformation and lies. Thwy have destroyed my credit score and have caused me to miss being able to purchase a vehicle for my grandson.
Business Response
Date: 07/21/2023
Good afternoon, we are unable to locate the customer with the name and address given in the complaint. Is it possible to provide an account number or social security number in order for us to locate the customer in our system? Thank you.
Customer Answer
Date: 07/21/2023

Complaint: 20353960

I am rejecting this response because: im not sure where to provide the requested information

*************************** is the name on the account

Sincerely,

*********************
Business Response
Date: 07/21/2023
We were unable to locate a *************************** in our systems either. Please respond with the account number and any letters you may have received as that will help us locate in our system. Thank you.
Initial Complaint
Date:06/28/2023
Type:Billing Issues
Status:
ResolvedMore 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.
June 28, 2023 To whom it may concern:I received a letter from CIT Bank dated May 14, 2023 stating that my mortgage was being transferred to First Citizens Bank. It also stated that any payments after May 31 to CIT would not be accepted and any autopayments to CIT needed to be stopped by May 25, 2023. I called CIT Bank on May 23, 2023 and spoke with ******* ID # **** to stop my autopay to CIT bank. She said that I needed to call First Citizens Bank after June 1, 2023 and set-up my new autopay and that I had a 60 **************** for my next payment and that I would not owe two mortgage payments in one month.I received a letter dated May 31, 2023 from First Citizens Bank stated that they were taking over my mortgage. I called June 9, 2023 and spoke with ********************************* ID # ***** and attempted to set-up autopay starting July 1, 2023. She said that I owed my mortgage by June 15, ******************************* my payment that was due June 1, 2023. I then explained to her what ******* from CIT Bank had told me about the 60 day grace ****** and she said that was not correct and I owed the June 1, mortgage by June 15. I then asked to speak with a supervisor and she said that she would have one call me back.On June 12, 2023 I called back and as soon as I spoke with someone (******) I immediately asked to speak with a supervisor. The individual kept me on the phone asking security questions once that was out of the way I again asked to speak with a supervisor and explained I began to explain why. ****** then told me that it was ********* now understood what I was talking about in our previous conversation and I did indeed have the 60 day grace ****** and she would send me the form to start autopay July 1, 2023. ****** sent me a form for bi-weekly autopayI then went online to set-up my account and try to set things up online myself for autopay. The First Citizens online system would not let me do this even after I spent 2-3 days securing my banking information with Pinnacle for the payment transfers. I had several more phone calls with multiple people, one time I was transferred 7 times between online banking and mortgage with each person saying it was the other departments responsibility.On June 22, 2023 I spoke with ******* ID# ***** who only insisted that I had to pay what was due June 1, 2023 before I could set-up autopay. I then voiced my concern through your online customer service support on June 22, 2023 and they responded on June 24, 2023 that they could not help and gave me a customer complaint case # ***************. I then called June 24, 2023 and spoke with ************************* ID # ***** and she also insisted that I had to pay the mortgage payment that was due June 1. When I asked what was meant by I would not owe two mortgage payments in one month she said well you want, you have to pay what was due June 1 in June & then your next payment is due the next month July 1. I pointed out to her that this was June 24 & if I make the payment now that will mean the next payment is due within 7 days which is two payments in one month and she said no, one is in June to avoid being late and the next one is July 1. She was like talking to a brick wall. I made a mortgage payment with ****** on June 24, 2023 and asked for a supervisor to call me back, which she said she would do. As of today June 28, 2023, I still have not heard from a supervisor. My understanding from speaking with ******* of CIT Bank on May 23, 2023 & then being confirmed by ****** of First Citizens Bank on June 12, 2023 I should have been able to make a mortgage payment on July 1, 2023 with no penalty. Instead of being a simple change of the bank is that owns my mortgage I have found your First Citizens Bank representatives to be completely incompetent and they have made this entire process very frustrating. I intend to share my concerns with anybody and everybody that will listen.Thank you,*******************************
Business Response
Date: 06/28/2023
***** Citizens will respond directly to the customer generally within 15 business days.
Customer Answer
Date: 06/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. They basically said that I misunderstood what CIT Bank & First Citizens Bank reps told me from the beginning and that is just how it is. I do not agree with this, but I do not see any other resolution so I feel that I have to accept their resolution. I found it interesting that I asked for a supervisor to call me twice & nothing happened until I wrote this letter. I do not feel that First Citizens Bank has good customer service. I would like to thank the Better Business Bureau for your help in getting First Citizens Bank to respond to my request for help, it is unfortunate that they did not help without escalating things to this level.

Sincerely,

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

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