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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:10/24/2023

      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.
      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:
      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.
       
      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,

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

      Business Response

      Date: 10/19/2023

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

    • Initial Complaint

      Date:10/03/2023

      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 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:
      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 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:
      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.
      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:
      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.
       
      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: 09/14/2023

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

      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:
      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.

       
      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,

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

      quested 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.

    • Initial Complaint

      Date:08/11/2023

      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.
      *** 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:
      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.

       
      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

      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. 

      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.

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

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