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Business Profile

Bank

First Citizens Bank & Trust Company

Headquarters

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

    • 131 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:06/02/2025

      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 5/24, I applied for a **************** Account through ********, owned/operated by First-Citizens ***************************** Company. *** is a registered trademark of First Citizens ****************I applied using Promo Code PS2025. After providing my information, ******** said they were not willing to offer me an account at that time. I called the CustSvc# listed on the website ***************). The associate who answered the phone looked up my application, and implied there were identity verification issues which resulted in the denial. She implied I might have been using a VPN or should have attempted to apply using my mobile device. She then placed me on hold to speak to the **** that reviews account approvals. She said my account would be reviewed and I would be contacted with the outcome. On 5/28, I received a call from Supervisor ******** *.. She was very polite, however advised my account would not be approved. ******** repeated similar terminology regarding use of VPN or mobile device to apply for an account. I asked her if she could share why, but she said she did not have any further information to share. I feel ******** is acting unfairly and without good faith by withholding a specific reason for account denial, with the implication it is linked to insufficient identity verification. By not providing a reason, ********'s actions are preventing me from being able to act upon tangible information and/or preventing me from filing a dispute to address potentially incorrect or otherwise erroneous information. ******** is not acting with transparency in this matter. Based on both *** employees discussing usage of VPN and mobile devices, I am inclined to question CIT's enrollment process. On a recorded line, both employees mentioning they recommend other methods to apply outside of traditional application from a laptop/desktop computer via Wi-Fi would seem to cast doubt on their own perception of the fidelity within CIT's systems/application process.

      Business Response

      Date: 06/02/2025

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

    • Initial Complaint

      Date:05/20/2025

      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.
      Transaction occurred 5/15/25- I went into the bank to make check deposits. Initially the teller struggled with deposit, i.e., depositing a check for $1650.00 as $1.65, which resulted in her giving me a receipt for about $3000. After I gave her a ball park of the full deposit, she fixed the error. Later in the day I check my account, there was no evidence of a deposit, I checked every day until Sunday, still nothing. This limited me from making business purchases I needed on Monday. I decided to look at my deposit receipt, after scrutinizing it, it appeared the account number in which the deposit was made was not mine. Called the back, they connected me with the very teller. She simply told me it was a processing error and I'd have my money in 2 days - no explanation, no apologies and then asked if there was anything else I needed. I requested to speak to the manager. I was told she was currently out of the office but she could have her call me later. No such call occurred. I even left the manager a message. As the day ends, I have heard nothing from anyone at First citizens. I took it upon myself to call someone at cooperate., they created a case. This has just been such a disappointment. It's noon the next day and no one from that branch has reached out to be.

      Business Response

      Date: 05/20/2025

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

    • Initial Complaint

      Date:05/19/2025

      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.
      I called First ************ on April -3-2025, to report my Debit card lost! I explained my situation to lady on the phone, and Requested my Account to be Locked Down, my Debit card canceled, And requested a new Debit card in the mail! The lady on the phone sent me a verification code, that I had to read back to her, that allowed access to my account. Once it was, verified she locked my Account, Disabled my online Banking, and changed my pin to my debit card. On April 6; 2025, I start getting notifications that my Debit card is being used! To the point of 1500$ Because the lady, from First Citizens, Did not lock my account down! Mind you I spoke with her on for 27 minutes on April 3 2025, And asked her numerous times if she locked my Account and changed my pin! She confirmed that she had, locked my account and Disabled my Online Banking sent me a new Debit card which was mailed on April 7 2025. All calls are recorded. From First Citizens Banking and I also recorded it!!!!! Please Help me get my Account in order!!!

      Business Response

      Date: 05/19/2025

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

    • Initial Complaint

      Date:05/13/2025

      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.
      I sent a bank transfer through my account with ************************************* to pay my mortgage and the transfer was delayed for some reason that was notreported or explained to me. This caused my mortgage to be late resulting in a late fee. I've contacted the company to find out what issue was and request That my late fee be covered and received no response

      Business Response

      Date: 05/13/2025

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

      Customer Answer

      Date: 05/13/2025

       
      Complaint: 23320373

      I am rejecting this response because: I have received no contact. 

      Sincerely,

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

    • Initial Complaint

      Date:05/08/2025

      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.
      Closing my CD account at **********************.

      Business Response

      Date: 05/08/2025

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

    • Initial Complaint

      Date:04/28/2025

      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.
      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:
      Resolved
      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:
      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 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:
      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.
      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:
      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 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,

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

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

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