Consumer complaint received 2023-08-15
Company: FIRST CITIZENS BANCSHARES, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Subject : Complaint Regarding Unauthorized Charges and Unsatisfactory Handling by First Citizens Bank Fraud Department Dear Sir/Madam, I am writing to formally lodge a complaint regarding an unauthorized charge that was debited from my business chequing account, XXXX XXXX XXXX XXXX  XXXX held with First Citizens Bank XXXX The incident in question occurred on XX/XX/2023, when my account was charged {$130.00} by XXXX XXXX membership. This charge was not authorized by me, leading me to take prompt action to rectify the situation. 

I immediately contacted First Citizens Bank 's Fraud Department to report the unauthorized charge and seek assistance. Concurrently, I reached out to XXXX to address the issue. I am pleased to inform you that XXXX promptly responded by refunding the unauthorized charge back to my account, recognizing the irregularity in the transaction.

However, to my dismay, a few months later, First Citizens Bank initiated a chargeback of the refunded {$130.00} from my account. This action left me perplexed and dissatisfied, prompting me to contact XXXX once again. Subsequently, XXXX provided confirmation through an email that the {$130.00} charge was erroneously imposed on another customer 's account and was in no way authorized by me. I have attached a copy of this email for your reference. 

In light of this new evidence, I immediately reported the updated information to First Citizens Bank 's Fraud Department. Regrettably, despite my continued efforts, I have yet to receive a satisfactory response or resolution from their end. This unfortunate situation has persisted for two weeks without any signs of progress. To compound matters, when I contacted the bank, I was informed that my second fraud dispute was declined on the basis that I had already filed a dispute for the same case previously. 

I find this response to be not only disappointing but also unacceptable. I believe that the bank 's handling of this matter has been unprofessional and unsatisfactory, causing undue stress and financial inconvenience on my part. It is disheartening to experience such a lack of responsiveness, especially when my financial well-being is at stake. 

I hereby formally request that First Citizens Bank revisits and reevaluates this case with a fair and unbiased perspective. The evidence I have provided, including the email from XXXX confirming the unauthorized charge, should be sufficient to justify a reconsideration of their initial decision to decline my dispute. I kindly request that the {$130.00} be refunded to my account, as was originally confirmed by XXXX, without any further delay. 

I trust that you will treat this matter with the urgency and seriousness it deserves. I hope for a swift and satisfactory resolution that will restore my confidence in First Citizens Bank 's commitment to its customers. Please acknowledge receipt of this complaint and inform me of the steps being taken to address my concerns. 

Thank you for your prompt attention to this matter. I look forward to a favorable resolution. 

SincerelyXXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation