Consumer complaint received 2024-09-16
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: FIRST CITIZENS BANCSHARES, INC. (NC)

On XXXX, we renewed our home equity loan with First Citizens Bank. The loan documents shows our ( equal consecutive, not variable ) monthly payment is {$940.00} commencing on XXXX. 
In XXXX of XXXX, I noticed that my XXXX, XXXX and XXXX reports all show that our monthly payment is {$7200.00}. I immediately called First Citizens Bank to complain and was told that " it will be corrected ''. 
In XXXX, I checked all 3 reporting agencies and saw that the monthly payment was still showing {$7200.00}. Since the phone call didn't work, I decided to go into the First Citizens branch at XXXX XXXX XXXX XXXX in XXXX, NC ( I thought this was the local XXXX at the time ) and shared screenshots of my credit reports etc with XXXX XXXX. She assured me that the problem would be resolved and to check my credit reports again in XXXX because it will take time for the problem to be corrected. 
Since my monthly statements from First Citizens were " consistently inconsistent '' ( some months showed I owed {$940.00}, some showed {$890.00}, {$980.00} or even {$150000.00} ), I usually go inside a local branch or call ahead to find out the actual amount I owed that month. In XXXX, I called the First Citizens branch at XXXX XXXX XXXX XXXX in XXXX, NC ( my local branch ) to ask how much I need to pay and was told " my screen shows that nothing is owed until XX/XX/XXXX. I assumed that my in-person conversation with XXXX XXXX XXXX XXXX XXXX XXXX XXXX location had caused them to " make adjustments '' or whatever and that nothing was owed that month. I said " ok, I'll see you guys in XXXX ''. 
On XX/XX/XXXX, I paid {$980.00} at the local branch. The very next day, I decided to check my credit reports on XX/XX/XXXX and it showed that my XXXX payment was 30 days past due! I knew that my phone complaints were getting no results so I started calling XXXX XXXX ( VP at the XXXX XXXX XXXX ) to try and get an in-person appointment with her. On XX/XX/XXXX, I went into the XXXX XXXX branch and paid {$1000.00} towards my loan ( because the teller was unable to figure out how much I owed ). While I was there, I made an appointment with XXXX XXXX for the following day. 
On XX/XX/XXXX, I met with XXXX and I brought her screenshots of my credit reports. She called the " loss mitigation department '' and spoke with XXXX XXXX. XXXX explained BOTH credit reporting issues to XXXX XXXX still showing the monthly payment of {$7200.00} AND 30 days past due payment for XXXX even though the teller at her branch told me " no payment owed until XX/XX/XXXX ). 
XXXX and XXXX looked at my account together and concluded that in addition to the {$980.00} payment I gave them on XX/XX/XXXX and the {$1000.00} payment I gave them on XX/XX/XXXX, I would need to pay another {$850.00} to bring my account status to current. I paid the {$850.00} due 3 days later on XXXX XXXX. 
As you can see, these numbers are " consistently inconsistent '' and I never know how much is actually due until I go inside a local branch and ask them to look it up.