Consumer complaint received 2016-03-24
Company: FIRST CITIZENS BANCSHARES, INC.
State: SC
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I went through a divorce several years ago. Thereupon, I had no idea of the existing mutual debt my x-husband and I had with with First Citizens Bank in XXXX, XXXX. I received no calls, notices, etc. All of the aforementioned went to my x-husband. Subsequently, he closed his account at First Citizens, and started banking elsewhere. Unbeknownst to me my SSN was still attached to this debt. Therefore, First Citizens cleaned out my personal bank account. At this point in time, I was a single mother with XXXX daughters, and unemployed. I finally secured a job in XXXX XXXX and have been working on my finances ever since. XX/XX/XXXX I went to First Citizens to make right on my outstanding debt. Soon after, the XXXX flood hit us here in XXXX. Our area was dramatically affected. Thereafter, it took months for me to finally re-connect with my contact at First Citizens. When we connected, XXXX XXXX ( bank manager for the XXXX XXXX branch ) informed me she was switching branches. I had banked at the XXXX XXXX XXXX branch of First Citizens for over 15 years. I went to XXXX XXXX, who had helped me in the past. She was aware of my situation and was extremely helpful. Trying to decode all of this was unbelievably confusing. After many phone calls, office visits, and more phone calls XXXX was able to help me decipher who I needed to pay and the dollar amount I needed to pay. I paid the first debt of {$750.00}, which was tied to my personal checking account, XX/XX/XXXX. The {$750.00} amount was paid to XXXX ( XXXX XXXX XXXX ). I received a letter from them dated XXXX/XXXX/XXXX ( which is attached ) showing the account had been paid in full and had a XXXX balance. I then wrote a check for {$620.00} on XXXX/XXXX/XXXX to First Citizens for the XXXX amount owed. This amount was tied to the line of credit for overdraft protection.Finally I was able to get a letter from First Citizens stating the account had been paid in full ( document attached ). To date the {$750.00} amount is still showing on my XXXX credit report ( to my knowledge it is not still on XXXX or XXXX ) and the {$600.00} amount is still showing on all XXXX credit reports ( XXXX, XXXX and XXXX ). I realize that it can take up to 60 days for credit reports to update. However, I did my due diligence early this year in the hope it would be reflected on my credit report by XX/XX/XXXX. I have spoken with Al at the First Citizens Bank headquarters in XXXX. Per XXXX, he just received the notifications of the XXXX balance for my accounts. There has been a lag time of 30+ days from when I paid off the amount and from when it was sent to the bank headquarters for updating. It is imperative that I have this cleared up by XXXX XXXX. If not, I will forfeit a house I have a contract on, as well as, {$5000.00}. My children and I have moved so much over the years. It is so very important to me to able to finally own my own house ; a place my girls can really call " home ''. The only response I get from the bank is it takes up to 60 days to reflect on your credit. No one will help me. Your immediate attention to this is very much appreciated, as well as, very much needed! Thank you for your help. - XXXX XXXX

Company response to consumer: Closed with non-monetary relief