First Citizens Bank

AVOID THESE PEOPLE AT ALL COSTS!!

We recently purchased a used car which, regrettably, was financed through First Citizens. Weeks after purchasing the vehicle, and with the due date fast approaching, I had received no information from them (payment book, account number, etc.) on how to pay, so I called their mislabeled "customer support" number. There, I learned the following:

1. Someone, despite having all the information from the contract with the dealer, entered an address and phone number (which were nowhere on the paperwork) from an address we hadn't lived at for over 20 years, "explaining" why I hadn't received any payment information.

2. When I pointed out their error, the representative I was talking to was so unaware that I had to demand to speak to a supervisor, who actually managed to get the information changed.

3. When they finally fixed their massive error, I tried to set up automatic payments but was told I couldn't because their system wouldn't allow it UNTIL 30 DAYS AFTER A PHONE NUMBER CHANGE! They entered the incorrect information, then had the nerve to tell me that they couldn't fix the error in their system without requiring that I wait. That was when I decided to transfer the loan to my credit union, where the disaster that is First Citizens continued unabated.

4. When I called them to request a standard 15-day payoff letter be emailed to me, the representative I spoke to that day told me they could mail me one. I didn't want to wait, so I asked how I could have it emailed to me. I was given an email address to make the request, and told it would take a few days to process.

5. Three business days after sending the email, I called AGAIN, and this time the representative was competent enough to call the loan department. He informed me that the letter had been mailed (despite my specifically requesting otherwise), and that the email option I was told to use was ONLY FOR BANKS, DEALERSHIPS, ETC.

That was the last in a string of errors and lies. So far.

If you are unwise enough to do business with First Citizens, expect poor service, falsehoods, miscommunication, and general incompetence at all levels.

I have been banking at First Citizens for 21 years and have financed and paid off my home with them. Now, I'm switching to another bank because I am tired of pleading for customer service. The local bank can't assist me, and the customer service numbers are useless as nobody seems to have any idea what is going on. I have been voicing the same complaints for months with no response. There's no need to go into detail; First Citizens is already aware of my complaints, as they have yet to respond to my last official complaint, as they were obligated to do.

We were victims of tax fraud in 2022. They snatched a refund in excess of $120K. The fraud took place after we applied for and received multiple business lines. Taxes were fraudulently filed in September on an extension. The fraudsters had all of our information and knew we were on an extension. The only ones who had this information were my accountant and the representatives at First Citizens Bank. We still haven't received our tax refund as of July 2025.

Initially, I liked the ambiance of the bank in Santa Fe. I was served twice by two competent, professional, helpful tellers. Three times I was served by the same teller, K. Mendoza, whom I tried to avoid. In reviews here, Stephen Towe on March 20 described exactly what I too felt: "They are stodgy, arrogant, and exhibit every sign of incompetence." She ignored me, didn't listen to my concerns, spoke arrogantly, didn't explore any solution to my issue, was the least friendly in manner. If I did not have to deal with the bank, I would not subject myself to such rudeness. I try to find a positive note. Unfortunately, I cannot except that I no longer have to deal with your bank . This is a huge relief.

We were misled on a HELOC loan. Very poor communication—they did not answer our phone messages, texts, or emails. Stay away from First Citizens Bank!

Absolutely terrible customer service. I paid off a vehicle loan. Four weeks have passed with each week being told the title would be overnighted to me. Still nothing. Called to check again on week four. Now they state the title isn't even paid off, after being told three times by customer service it was and the title would be sent overnight on three separate occasions. They said they would give me a call back later that day to confirm the title was sent. Never once did I receive a call back from them. Terrible bank, terrible customer service, terrible communication, even worse "Customer Relationship Manager". Zero out of ten stars for this bank.

Division: Wealth Management is not a dropdown choice. K-1s are still not here, and it is already April 20th. Disbursements are incorrect. This is reprehensible. Everyone we have dealt with from Boston Private has left. Why do you ask for a private message through Facebook for your response? This is a family trust account.

Non-competitive interest rates, nickel-and-dime fees, inept customer service. They gave me an incorrect 1099 in mid-March. I told them immediately. It took them nearly a month to get a corrected one to me, just days before I had to file my tax returns.

Went to the Conway, SC branch and inquired about opening a checking account. I stressed the fact (three times) that I needed all mail, checks, etc., to go to my PO Box. I understand the requirement by the Patriot Act for the bank to have and verify my physical address, so I gave the customer support person my driver's license ID that has my physical address. My mailbox at my residence is located across a busy road, and I do not receive mail there. Mail has been misdelivered and stolen from my street mailbox, as well as packages in the area, including bank statements and other sensitive information that can lead to identity theft. I informed the bank employee that I would only open the account if there was assurance that all mail etc. would go to the PO Box. I was told everything would be sent to the PO Box. I checked both the PO Box and the street mailbox for mail from the bank to make sure. A few days later, the ATM card showed up at the street address.

I contacted the bank and was told that I was supposed to enter the mailing address on the website. I had already provided the Box information to the customer support person that opened the account. I signed in and checked the web page for my account, going to the Profile and Contact Information page. To my extreme surprise, right at the top of the form, it stated that:

"A Post Office Box may not be used as your Primary Mailing Address,"

which completely contradicts what I was told at the branch, and there was no place for another address.

I was informed at the branch that my mailing address would be changed. A couple of days later, I received a letter at the street address notifying me that my address was being changed. Another identical letter was received the next day at the same street address. That was already three mailings to the wrong address.

On the phone the next day, the manager told me that my statement, for just the few days since the account had been opened, was already being prepared, but it was also going to the street address, being too late to change it. I never received the statement, which could be in the wrong hands by now.

I decided to close the account. I was issued an official check for the money I had deposited.

The customer service person who opened the account was very nice and businesslike, so I have no complaints in that respect. When I requested to close the account, the manager did so right away. She was very businesslike, so I have no complaints about her either.

Being a retired computer programmer for a very large, global logistics company, I can tell that the bank is still holding onto outdated procedures, is not handling the requirements of the Patriot Act correctly, and has erroneous information on the webpage. Most banks today have a separate address slot for customers who have a separate mailing address. The branch personnel are obviously not aware of this matter. The upper management needs to open their eyes, correct this, and avoid losing depositors because of the security risk they face by losing mail.

Very respectfully,

Fred

Sold vehicle. Loan paid off but cannot get the lien release because they are backlogged. So, I get held hostage and do not receive my money because they can't do their job within the prescribed 10+ business days efficiently. Never ever do business with FCB. Can't do EFT; everything is done by snail mail. Get into 2025 if you want to survive. Most of the ladies I spoke to were very nice; that's the only good thing about this bank. I would highly recommend any other bank or credit union over this one. Worst resolution support for customer issues.

I am shocked, angry, and appalled at First Citizens' descent into arrogance, stubbornness, lousy customer service, and poor bank policies. They are stodgy, arrogant, and exhibit every sign of incompetence. I had banked with them off and on for 51 years, never bounced a check, and when I complained about the impossible nature of their security verification process—the local manager told me they were closing my accounts. As a high net worth individual—I was shocked. They refuse to simplify the process at the customer service desk for signing in. They are rude, arrogant, and narcissistic.

This bank has delayed cash deposits and ACH deposits, Apple Pay, and Venmo transactions, which are supposed to be instant, and will duplicate ATM withdrawals to make your account go into a negative status. Then, they charge overdraft fees prior to crediting the duplicated ATM withdrawals but keep the overdraft fees. I have had issues with this bank for the short time I have had my account with them. I have contacted my local branch about my complaints several times, and they try to justify their actions and make you feel irrational.

I paid off my vehicle back in September of 2024. It is now March 5th, 2025, and I have not received my title. I had to call them myself to inquire about its whereabouts. All I received was a notarized letter stating the lien has been lifted. This requires me to wait in line at the tag office and pay for another notary fee and the fee for the duplicate title. I refuse to do that when my title is in Raleigh at their headquarters. After calling again, they asked me to go into a branch and speak with someone in person. They called the same number and I received the same notarized letter and NOT MY TITLE. Absolutely ridiculous.

I deposited a check into my checking account at a First Citizens ATM. The screen read "transaction canceled," and the ATM kept my check. I went inside the branch and was told to call the Fraud Department. After numerous calls to them, they finally deposited the money a week later. Seven weeks later, they informed me that they were reversing the deposit and I had seven days to fix their mistake. They claimed they did not "find" the check! How could that possibly be? So, I called the attorney and the insurance company, and everyone jumped through hoops to wire transfer the money, which they said would be given immediate credit. Of course, we are on day three, and the money has not been credited to my account. I am closing my account immediately and would recommend you do the same.

Their call-in customer service team is clueless and constantly repeats talking points. When you call, they give you the runaround. Ask for clarity, they cannot help. I was helping a friend figure out how to pay off the debt on his car. Since it's not me, my friend had to "call and give them permission to talk to me." My friend did that. The second time I called, a new agent said my friend had to be on the same call. We did that. Once the insurance was settled, they told us to wire the past due amounts and the car would be released. Once the wire transfer went through, they called and said they were repossessing the car and cancelling the loan agreement. How is this acceptable? This seems very close to fraudulent behavior. Do not do any business with First Citizen!