Consumer complaint received 2023-03-19
Company: FIRST CITIZENS BANCSHARES, INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Complaint RE : Bank : XXXX XXXX Bank, XXXX NC, Service Operations XXXX XXXX XX/XX/2023 XXXX AM : I received an email from XXXX XXXX XXXX stating I have successfully registered for XXXX through First Citizens Bank XXXX Which I did not do. I immediately drove to First Citizens Bank regarding this matter. 

XX/XX/2023 XXXX AM : I received another email from First Citizen Bank, stating Alert : Problem with account. Contact customer support immediately. We are unable to verify your identity regarding a zelle account. ( which I did not set up ). Per First Citizens Bank email sent to me a person named XXXX XXXX was attempting to deposit fraudulent 2 XXXX payroll checks into my checking account, which by the way I do not work for XXXX. I spoke with a banker in person/ XXXX XXXX who in front me stated she was calling the fraud department to dispute this fraudulent check/zelle account issue. I answered & gave information to get disputed ( in the bank at least an hour ). XXXX XXXX stated an investigation would be launched regarding this issue. Meanwhile I asked since my account has been comprised, I would like a new checking/debit card. She stated she could not do that, she put my account on hold with my funds that was in the account from my payroll, etc. Also my online banking credentials were disabled when I got to the bank, so I could not see the fraudulent checks from XXXX that was trying to go into my account. XXXX XXXX refused to reset my online login credentials after she disabled them. I went to another First Citizen Bank location & opened a new checking account/debit card due to my current checking account had been comprised fraudulently. I stayed in contact with XXXX XXXX regarding updates with the investigation, cause I wanted to file a police report regarding this XXXX XXXX person who had compromised my bank account. 
On XX/XX/2023. I personally contacted the First Citizens Bank fraud department & explained the situation. I was told by the representative on the phone that XXXX XXXX did not file a dispute with the fraud department regarding the aboved mentioned matter. So I filed a dispute over the phone regarding the same matter, was given a case ID #, stated someone from the XXXX office will be contacting in 1-2 business days, which I haven't heard from, but will continue to reach out for updates. Also the over phone representative reset my login credentials so I would be able to see transactions regarding my checking account. After hanging up, I immediately logged into my online banking account with success and saw both checking accounts the one with the fraudulent XXXX information which is now being officially investigated appropriately. Meanwhile while reviewing my new checking account, I saw a transaction where XXXX XXXX has fraudulently signed my signature on a withdrawl slip & withdrew {$700.00} out of my new checking account. I immediately contacted the fraud department once again, the information was reviewed & discussed and this is also being disputed & investigated. So when the fraudulent person is the bank manager/supervisor its not safe to utilize banks at this point. 


XXXX XXXX

Company response to consumer: Closed with explanation