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.

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  First Citizens Bank & Trust Company

  239 Fayetteville St Raleigh, NC 27601-1309

• 

  First Citizens Bank

  10865 Haynes Bridge Rd Alpharetta, GA 30022-4805

• 

  First Citizens Bank

  2424 W 121st Ave Denver, CO 80234-2338

• 

  First Citizens Bank

  16536 Bernardo Center Dr San Diego, CA 92128-2520

• 

  First Citizens Bank

  360 W Grand Ave Escondido, CA 92025

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:04/28/2025

  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 wanted to apply for a Home Improvement Loan. I filled out the application. It was reviewed, and I was contacted for questions. I was asked why I left out my mortgage and explained it was my honey's house, not mine, but we share expenses and I was wanting to be the one to file for the loan. The bank ran my credit. The following week they contacted me and told me I was denied because I didn't have the mortgage in my name. The individual who contacted me with the initial questions about my loan stated "were you not told you needed the mortgage in your name?" And I said "no, why didn't you tell me this? Why did you still run my credit? You are the loan officer, this is a detail you knew." .... It was a major negligence on the bank. They know the requirements, they knew my situation and information, and they still pushed the credit check through. Now I have a permanent ding on my credit report for a reason that was controllable. It's bad business and as a consumer I have lost trust in this business to do the right thing. I have filed a dispute with ******* as well

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  A bank closed an account without the account holder's consent and without sending prior notice to the account holder.I was traveling on vacation. When I returned, I contacted the bank. Their response was, "Your account has been closed and we do not want your prior consent." I have $853.29 in my account. They refused to give me the amount, and the bank is still sending me a warning. You have a balance in your account.

  Business Response

  Date: 04/22/2025

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

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/14/2025

  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 was 1st grilled on why I wanted to withdraw some of MY cash then after waiting ************************************************************************** their system and a different address on my drivers license. My account has been like this for the last 4 years. Many people own multiple homes. I have NEVER is my life been denied access to my own money by any bank. At this point they basically stole my money. There is no difference between denying me access to my cash and theft. this bank is an absolute disgrace and I will be doing all my banking elsewhere.

  Business Response

  Date: 04/14/2025

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

• Initial Complaint

  Date:04/09/2025

  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.

  this is the most dishonest bank ever.they closed my account 1 business day after opening it and got letter saying funds $1000 would bw refunded back to external bank account used to make deposit within 10 business days. it's being over 3 weeks and no refund and when you call the bank they all claim they will speak to corporate office and call me back and never do.i want my refund now.

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23180379
  
  I am rejecting this response because: I was told I was going to get a refund check but I want but I want some proof of this as I was originally told I will get the refund sent back to the external bank account and now I'm told a refund check. So I just want full confirmation perhaps a tracking number

  Business Response

  Date: 04/14/2025

  The Bank is still reviewing the complaint and will respond directly to the customer when the review is complete.

• Initial Complaint

  Date:03/24/2025

  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 opened an online account with ********************** on 3-13-2025 at 10:08 am and did the initial $50 deposit. On 3/14/2025, I did an online app deposit for $8000 cashier's check. The check was from my mother, *******, from *** bank. My mom checked with her bank on Thursday and the check has cleared their system mid-last week and funds have been verified. I keep calling First Citizens Bank because they have me locked out of online banking. I was guaranteed funds would be available Thursday or Friday (3/20 or 3/21) and I would be able to access online banking. I attempted to call the *** in charge on my fraud investigation (3/21) and was told she could call me by the end of the day. I had no call by the end of the day so I called back. I was told by another *** that ******* is out and that ******** would call me back by the end of the day. I did not receive a call from ********. I called First Citizens Bank on Saturday (3/22) and was told that ******** did call me back which I had no missed calls or voicemails from her. It is now 3/24, I am still locked out of online banking and my $8000 is still being held even though the issuing bank has stated that funds cleared. I am late on a vehicle payment because of the lack of communication from First Citizens Banks. I can never speak directly to the fraud department every single time I attempt to make contact. I have confirmed that they have the correct contact information as well. I understand the time needed to clear the deposit but it has been cleared. This is now causing a financial strain because they will not release the hold on my account.

  Business Response

  Date: 03/24/2025

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

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23107192
  
  I am rejecting this response because I keep getting told the business will respond to me and they never do.  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/21/2025

  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 have a business account and a home equity line account with ***. In December 2024 my acct was hacked and money moved around from my ***** to my business. Interest was accrued due to $16,000 being moved from the equity to the business account. All of my assets with *** were frozen to ensure no other action was taken by the hacker. Due to this, new accounts had to be opened and I had no access to my accounts at all for approx 2 weeks, this applied to our debit cards, business checking and *****. Due to this I could not transfer the money that had been taken from the ***** back to the account to prevent interest on the money he had moved to my business account. So interest accrued for that time period.I have made several attempts and spoke to numerous individuals on site and at the fraud protection **** and still today nothing has been done about this. I even filed a complaint within the company itself and it is still unresolved. Secondly, my husband and I have impeccable credit and we take pride in paying what is owed of us. . Somehow between all of this nonsense they reported to the credit bureaus that we completely missed a payment on our ***** loan and that 2 payments were ***** days late. That is not the truth and I have done everything I know to do to get this resolved with them and I cannot get any answers from either the corporate or storefront level. No one can even tell me what payments were late, yet my credit score dropped significantly due to this slanderous reporting with no proof provided of the offense. I am unable to get a response. This bank has been a disappointment. I feel like I our business is no more than a number to them and that what is happening to us and our business does not matter to them in the smallest degree.Several of the **** have been short and seem aggravated with my questions and I have spent countless hours begging for them to help me get it figured out with no resolution at all. Very disappointing on all levels.

  Business Response

  Date: 03/21/2025

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

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23098158
  
  I am rejecting this response because:

  I have been told that they are going to contact me to find a resolution for the past 3+/- months. With no resolution and no proper follow up. They say they are going to contact me back and 3/4 of the time they do not.  I need this resolved and I need to know why this happened. I do not trust that they will follow through with the response that they gave you. I tried to avoid this process. However, they left me no choice. I apologize for the inconvenience it may cause the BBB however, I need the answers I have sought for months that they have yet to provide throughout all the times I have contacted them since the fraud took place back on Dec. 5, 2024.

  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 03/25/2025

  We need time to review your concerns in order to determine a resolution. Once we have done so, we will mail the response to you.  Thank you.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23098158
  
  I am rejecting this response because:

  I consider 3 months to be an ample amount of time for a response to my concerns. I do not want only a written response. I would like someone to contact me via telephone as well. This has been a last ditch effort to get a response AND a resolution from your bank. This is unacceptable on every level. I have tried every other way. If the company had lived up to its word with contacting me, from the beginning, I wouldnt have to find other means to communicate. I look forward to your response. 

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/13/2025

  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.

  ********************************* uses this third-party bank First **************. I made sure to add my bank account information correctly the first time around. over a few months I started receiving bank fees of 25 and in the portal, it would state account not found. I reached out to the *** company who then explains I will need to contact First *************** three weeks ago, I placed my first compliant and the bank stated they would have a manager call me back. that never happened. when I called again about three or four days later the lady stated she can't see where a call was ever placed. I explained the situation to her, and she said we do not have a live person in accounts receivable to talk to over the phone. she stated she will send them an email and that accounts receivable will e-mail me when they look over the compliant. another few days' pass and I still don't get an e-mail back from anyone. my *** management does email me and explain that after looking at my account it looks like I have to different ACH drafts set up. one is drafting ****** and the other is drafting ******. the ****** payments are clearing through the bank, this is why you are not seeing any returns on the bank. these are not the payments that are being returned. the ****** payments are being returned due to being unable to locate the account. typically, this means an account number was entered wrong and the account does not exist. we have looked on the first citizens website and we have confirmed that you do have a ACH set up to draw 201 each month. okay I call the bank back and they were extremely rude, they refuse to give me an email so I can send the proof of my payments being posted, she just kept repeating herself over and over again and flat out refused to help me. this is unprofessional and makes me feel like I'm being taken advantage of. there is no excuse. even If I made a mistake there should not be two drafting accounts it should be one. they are untrustworthy

  Business Response

  Date: 03/13/2025

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

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23061256
  
  I am rejecting this response because: first citizens bank wont call me and refuse to fix the matter and take responsibility. 
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:03/04/2025

  Type:Product 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.

  We have business credit cards for our company. On or around 02/14/2025 we listed a card as lost on the website and locked the account. Transactions continued to process on 02/20 and 02/21/2025. We contacted the 360 platform on 02/28/2025 and spoke with *****. He informed us there was an internal system issue that was not allowing clients to properly lock accounts. ***** admitted the bank did not let clients know of this issue, which had been happening for several months. ***** locked the card and provided confirmation #MC2025963582. We also requested to place a formal complaint (conf #CMPLT202529742). On Monday, *** had not followed up with us. We called again and spoke with 4 different ***s: ****** ****** ******* and ********. Each *** told us something different and needed to transfer us to another **** to further assist us. ******** said she would follow up and call me after 03/03/2025 after 2pm CST. She never called or emailed. On 03/01/2025 another transaction processed on the "cancelled" card. I called and spoke with **** and Alshaye. Alshaye has me on hold to transfer me again, as she said I have the wrong department. We are unable to import transactions to ** on all our other cards because these fraud transaction are on a closed account; it's all or none. ******* has refused to provide a conf #of the call we are on and is requesting to call me back. This is a consistent issue with this company.

  Business Response

  Date: 03/05/2025

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

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The bank reached out on March 5th and resolved the issue.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/27/2025

  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 hoping this is just a customer slipping through the cracks and not how this bank deals with customers. My partner has been with *** for 20+ years, and myself with another business for over 5 years now.I am a small business operator and we had an account a *******************************************. We have a solid business, 2023 generating $1.32M with a $365K profit as a 2nd year small business. 2024 was tough, economy slow down effected us after significant increase of inventory with debt, and well cash flow was tight resulting in some negative days.On 7/30/2025 a fraudulent check hit our account, being a stressed out small business owner I am waking up in the middle of the night checking my bank and I caught this at 3:55am and immediately notified our bank contact. Email included. I immediately filed a police report and made efforts to see who the account owner was, to determine if this was from within our business. I never received any information, just a closed account.This check is not one of ours, it was a generated check but the signature is a copy of mine.The following week, my account was closed and all access to online data closed. We have a business credit card with ***, and as our account access was closed, we have no way to manage this credit card account. We do not receive statements or any method to keep track of this account. We do occasionally get a late notice which reminds me to go take a check to the bank. I have reached out numerous times to *** to address this issue, to never have a resolution or even contact with any other than ****** **** from the ******** ******. I was put in touch with a **** that oversees bank issues, I can't remember the name, and here also have had not resolution. Seeking to resolve this matter promptly

  Business Response

  Date: 03/03/2025

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

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22996282
  
  I am rejecting this response because:
  
  This is unresolved
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/14/2025

  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.

  Because of First Citizens Bank's negligence on handling a fraud issue, the *** is now claiming I owe nearly $3,000 in back taxes. Moreover, the company's negligence has substantially affected my credit. My social security number was stolen and used to open an account with *** and despite several assurances the matter had been taken care of, the bank simply "cancelled" the debt, instead of removing it.

  Business Response

  Date: 02/14/2025

  The Bank needs additional information to locate ***** ***** in our system as we cannot locate him with the address provided.  Please provide the account number and the dispute case number in order to assist him.  Also, is the account with ***** **********************, ******** or Silicon Valley Bank? Thank you.

  Customer Answer

  Date: 02/17/2025

  I do not have the account number. My social security number, ending in 8330, was stolen several years ago. Someone created an account with my social security number unbeknownst to me. I am going to guess around 2019 when my then-wife and I were taking the steps to sell our home. When first made aware of the situation, I called the headquarters, located in **************, where I was assured by the fraud department the situation had been rectified. A year or so later, the blemish again showed up a credit report, prompting me to again reach out to the bank. The woman in the fraud department I spoke with at the time apologized and, for the second time, assured me the debt be removed from my credit report. Ever since receiving the notice from the *** that my debt had been forgiven, not removed, I have had several phone calls with the bank and the customer service has been nothing short of inept. I have to call every other day in order to get someone to make any kind of move on this very, very sensitive situation. If First Citizens Bank is telling the BBB at this juncture that it has no record of my issue, it is a bold lie, and I will be pursuing legal action immediately.

  Business Response

  Date: 02/18/2025

  We apologize for the miscommunication. We are not saying there isn't a case but unfortunately, we are not able to locate you in our system and without more information, it is difficult to determine who in the Bank knows about your case without more information.  Do you have a copy of your credit report or the 1099-C from the IRS?  Those would have the account number and would enable us to review the case.  Thank you.