ComplaintsforFirst Citizens Bank & Trust Company

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Initial Complaint
07/15/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am the financial POA for my elderly parents. I am listed on their First Citizens checking account and **** account. I should be able to call and help with any issues they have but continue to have issues. My parents live in an assisted living facility. My mother has had a stroke and has trouble speaking. My father has dementia. First Citizens will not allow me to ask questions about their accounts despite the fact that I have spoken with local account managers on several occasions. How can I get set up to have the ability to help my parents?
Business response
07/15/2024
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Initial Complaint
07/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
First Citizens Digital Banking capabilities for tranferring funds between same customer accounts and other ******************************************* customers has been off line now for almost 1 month. I have called customer service and there is no eta for fix, no resolution and no alternative other than use Zelle. Zelle is not adequate as there is a $1K limit. This is affecting personal account customers and business customers. The other answer from customer service is to go to branch. That also is not adequate as customers are not always in a location close to a branch office. This is severely impacting customers and is not providing the functionality that First Citizens advertises. There is no ability to escalate the issue further. I was told this morning after many calls to customer service that it is security issue. Customer have not been informed of a security concern with Digital Banking, which is very concerning.
Business response
07/03/2024
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Customer response
07/03/2024

Complaint: 21936538

I am rejecting this response because: A 15 day response to a serious concern about Banking Security and On-line support is totally unacceptable. This is the same poor response that is coming through from the support line. I am a large depositor, business customer and ***************** Customer. ******************************************* should be embarrassed about this reponse and should escalate this issue.

Sincerely,

***************************
Business response
07/09/2024
The Bank needs time to research and investigate. We will respond once the review is completed. Thank you.
Initial Complaint
06/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 7th Ive misplaced my wallet and was able to retrieve it at a later date. A few days later I had then noticed funds missing from my account which seems someone has entered card information for cash app to take funds from my account to fund someones cash app account. Ive been waiting for over two weeks for my funds to be returned as promised and no provisional credit was issued as I was told by the helping call center rep.
Business response
06/27/2024
First Citizens is unable to locate ******************************* in our system. ************************** did not provide her full address or an account number. Please provide the account number, name on the account, and/or a copy of the account statement. Thank you.
Customer response
07/01/2024

Complaint: 21909406

I am rejecting this response because:
My account number is : **********
*******************************
*************************************

Sincerely,

*******************************
Business response
07/01/2024
Unfortunately, we are still unable to locate your name, address or account number in our system. Can you please provide us with a copy of an account statement to ensure First Citizens Bank & Trust Company is the correct financial institution? Thank you.
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Had a home equity line of credit. Had a 0 balance. I have sold my home, and needed a lien release. Two different associates told me they were waiving the $50 annual fee, and I had to pay a $60 required fee. Paid that fee, lien still not released. Have called multiple times, the don't get back to me in a timely manner, they didn't send me release lien. They also took my $60, and applied it to the $50 annual fee, which i Didn't not agree to. Very unethical.
Business response
06/20/2024
The Bank is unable to locate ************************ name and address in our system. Additionally, we determined that he has a HELOC with Citizens Bank, not First Citizens Bank & Trust Company. We believe his complaint should be directed to Citizens Bank. Thank you.
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
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.
The bank did disable my account due without my authorization, Maam or Sir. I want my digital access restored back to normal because they like cause an inconvenience when I am sleep and when I am off of work. I have contacted the business when using someone elses phone.
Business response
06/05/2024
The Bank will respond directly to the customer generally within fifteen business days. Thank you.
Customer response
06/05/2024

Complaint: 21802090

I am rejecting this response because they have had me on a recorded line and discussed it. They just want to make matters worse. I am a priority and fifteen days is not timely as I do need my bank account reopened or else more people will be affected due to envious personalities and criminal behavior from them trying to keep up negativity. I did let the company know that I will end business and should not have to come in person as I have car problems, emergencies, and a family to take care of in all serious urgency.
Sincerely,

*******************************
Business response
06/06/2024
The Bank has been calling ******************, but her phone number is not working. ******************, please call the Bank's ************************** at ************. Thank you.
Customer response
06/06/2024

Complaint: 21802090

I am rejecting this response because again I only need to speak to them one time about this matter to make it happen. They know that they have been unapologetically upsetting me and are satisfied with harassment on their end as I am not in all seriousness.
Sincerely,

*******************************
Initial Complaint
05/29/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have spent months trying to resolve a problem with First Citizens Bank. Nobody there will correct the error. This bank is acting in a fraudulent manner. I have spoken with the *********** branch and general customer service *************) to no avail. I have filed several complaints and asked for escalations. Now FCitizens has furnished false information to the **** assuring me of future complications if they refuse to correct this.In March, 2023, I phoned First Citizens when I realized they had failed to send me the usual 1099R for account *****, the beneficiary account from my deceased mother. Meanwhile I contacted the main **************** line. They told me no distribution was made in 2023 due to a system error. They said no form was generated, hence no 1099R to report. I asked what to put on my 2023 taxes and they noted $7998 in regular interest. They told me to report just that interest, which I did.In April 20, I received form 1099R for 2023 from FCitizens indicated payment to me of $523 in 2023, saying they were furnishing that information to the ************************* But they admit they never gave me $523 in 2023! I contacted ********* at the ******************, but she has refused to have that 1099R form corrected. It says I received $523, but I received zero. It is totally bogus.I have filed 3 complaints to FCBank: CMPLT2024265152, CMPLT202465512 and a third 5/29/24. FCitizens needs to correct their erroneous form 1099R for 2023 and submit one to the *** that is accurate, that reads, "zero," nothing received. **** bank fully realizes their actions will create a problem for me with the ***. They don't care. A tax professional asked me why a bank supervisor won't simply have that form corrected; I have no answer. They wanted to know what bank wishes to cause its depositors such unnecessary grief-- so I told them: First Citizens. Please can you hold this bank to some standard? Thank you.
Business response
06/21/2024
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Customer response
06/23/2024

Complaint: 21772710

I am rejecting this response because:
All they say is that they will reply. That is fine, but you (BBB) ask if I accept this as final reply. No, I do not accept this as final reply. It has been months and this bank does not give me a satisfactory reply and solution to the problem. They are at fault and can correct their mistake and take care of things.
I sincerely hope they will do this.
Thank you for your continued efforts on my behalf.

Sincerely,

***********************
Business response
07/01/2024
The Bank is still reviewing and will respond directly to **************** shortly. Thank you.
Customer response
07/03/2024

Complaint: 21772710

I am rejecting this response because:
This is really a very simple problem.

First Citizens Bank made an error. They sent me an erroneous 1099 R form for 2023. They sent me a form reading $523 when they gave me ZERO (0) dollars in 2023.

They refuse to correct this error by filing an amended 1099R form.

They are aware this will cause big problems for me. They sent the erroneous form to the **** saying they paid me when they did not. The *** is going to audit me and ask what is going on.

My tax person asked me, "Why won't a supervisor simply correct the error?" I told her I don't know. Neither she nor I can head off the problem and First Citizens created it and will do nothing.

They do not need more time. They have been aware of this problem since April 20, 2024. They are acting in an irresponsible and fraudulent manner. They are not fulfilling their fiduciary duty to me, as a customer. Their customer service is inexcusable.

They need to be held to a higher standard. I have been trying to escalate this to their regional office, or to their corporate office (************** ************, CEO) with no success. Please help me do this.

Sincerely,

***********************
Initial Complaint
05/28/2024
Complaint Type:
Product Issues
Status:
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.
In March 2022, I opened a 15 month CD with $15000, The bank's promotion offered me a free 1 year subscription to Amazon Prime. Amazon Prime subscription must start before before March 23, 2024.I tried to redeem the certificate in early March, but Amazon would not honor it. I contacted CIT Bank & the representative said I would receive a new certificate within 5 business days. It never arrived. I called back in early April, repeated my story & the representative said someone would contact me by email or phone. It never happened. I went on vacation until early May, 2024.Upon my return I contacted CIT for a 3rd time.The representative told me the promotion was over and some promotions expired in February 2024. I told him my certificate said March 23, 2024. He said "the promotion is over". I asked for some form of compensation. He repeated "the promotion is over" .I feel CIT made an error somewhere along the ******* should get something other than "the promotion is over".
Business response
06/05/2024
The Bank will respond directly to the customer generally within fifteen business days. Thank you.
Initial Complaint
05/09/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have banked with first citizens since high school.They have discriminated against me a low income black female ever since. I have since graduated high school and obtained an undergraduate degree and currently work in the finance sector in management as a VP.I have since been declined for or not even considered for a credit card , auto loan , home , and now a business loan. The loan officers didnt even attempt to run my credit after a long conversation about my business idea, plan, and decade of experience.First citizens was listed a firm that is helping underserved businesses and they absolutely ARE NOT. This is sickening. First citizens knows exactly how much money I make and have made increasingly more every single year. My bonuses and all checks are deposited into this bank and none of this was considered. Nobody even cared enough to let me submit an application. I will be sharing this experience on every single social platform that will listen.
Business response
05/09/2024
First Citizens will respond directly to the customer usually within 15 business days.
Customer response
05/09/2024

Complaint: 21688954

I am rejecting this response because: there was no resolution yet

Sincerely,

***********************
Initial Complaint
05/02/2024
Complaint Type:
Billing Issues
Status:
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.
My late father, who passed in January, has a checking account as well an annuity with First Citizens. I have been trying to get these closed out to the Estate and beneficiaries for over two months. Only one branch employee ever returned a call. I have sent them all the documents requested and to this date have not received any response and have not had any of the funds that my late father had with this bank be dispersed. There is approximately ten thousand dollars in the account and seventy thousand dollars in the annuity. I have been chasing this company, I live in ** I cannot simply walk into a local branch. Ever other asset of my father's has been closed/moved timely by every other bank.
Business response
05/02/2024
First Citizens will respond directly to the customer generally within 15 days.
Initial Complaint
04/29/2024
Complaint Type:
Billing Issues
Status:
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.
I am 50 years old and opened my first checking account with FC in my early 20s. I have been with them ever since. Aside from them charging me monthly for a free checking account for YEARS which was caught in 2012 (only 3 months of fees were refunded), I have had little issues with them but at this point, I am ready to leave. Their mobile app is very deceiving. I checked my app on April 24th and I had several hundred dollars in my account. I checked again on the 26th and my account was upside down and with 3 different overdraft fees (one daily) as far back as the 23rd. I understand that AFTER I looked at my account on the 24th, that some activity could have happened to put me into overdraft, but there should be no overdraft charges for the 23rd when my account was shown to be in the plus on the 24th. And this was my OWN funds, not funds that the bank had loaned me. This app is completely inaccurate and useless. When I called a representative, "******" tried to convince me that I still needed a paper ledger and should be balancing my account, admitted that the app was not accurate and not dependable and then proceeded to ask me if I was using paper or electronic statements which is COMPLETELY irrelevant to real-time or even daily transactions. She also stated that the bank may not always know when someone is drafting and that they may be behind in posting transactions. That is completely unacceptable and defeats the whole purpose of online banking in the TWENTY FIRST CENTURY! This is the second time that I have noticed this happening recently.The activity shown on any given day should at least accurately reflect THE PREVIOUS day Otherwise it's of no use. There is money to be gained by them and they have taken $30 over 3days, one from which was on the 23rd, when I was told by the app on the 24th that my account was fine. I want to switch but I've just ordered checks! I will be moving to the credit union if not resolved. Should've left in 2012 when I found I was robbed.
Business response
04/29/2024
The Bank will respond directly to the customer generally within 15 business days. Thank you.
Customer response
05/02/2024

Complaint: 21631271

I am rejecting this response because their response was that they would be in touch within 5 days. I have not heard from them yet and today is May 2. If I let time run out, then the complaint will be closed.

Sincerely,

*********************************
Business response
05/02/2024
First Citizens will respond directly to the customer generally within 15 days.

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