Consumer complaint received 2024-01-30
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: FIRST CITIZENS BANCSHARES, INC. (CT)

I would like to lodge a formal complaint against First-Citizens Bank & Trust Company , specifically the XXXX XXXX  subsidiary and the representative of XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX for a fee of {$50.00} charged to my account for " returned checks '' I enrolled in the XXXX XXXX account of the First Citizen 's bank on /at about XX/XX/XXXX for the purpose of paying the homeowner 's association dues for my property at XXXX XXXX XXXX. 

I entered my bank details and authorized the payment of {$470.00} On /about XX/XX/XXXX I received an email from XXXX XXXX notifying me the payment did not go through so I went back into the First Citizen 's bank website and authorized the payment again. I was confused and wondered if I had forgotten to finalize the payment the last time On XX/XX/XXXX I went back in to ensure that this had been successful and found it ws yet unpaid. 

I clicked around to figure out the reason and saw something that indicated " The account had not been found '' I tried reaching XXXX XXXX and the XXXX XXXX company but was unsuccessful ( see attached email ) I resent the fee once more after ensuring the account number was accurate. 

At the time under discussion, there was no question of insufficient funds as the account has a sum of {$30000.00}. 

Sometime in XXXX XXXX I logged into my account and found I have been levied a fee of {$50.00}. 
After investigating, I found out it was for 2 returned checks I called XXXX XXXX XXXX and left messages for XXXX XXXX who is responsible for the account of my XXXX association. 
After many repeated attempts to speak to him, having left several messages, he finally spoke with me and informed me the fee was from First Citizen 's bank and he would contact them and see if they would remove it. 
I assumed it was done until around the 4th or 5th of this month when I logged in to sew if the new XXXX  fee had been posted to my account so I could take care of it. I saw the fee of {$50.00} was still on my account. 
I once more called XXXX XXXX who stated he did not recall ever speaking with me. I confirmed that we had indeed spoken. He told me the exact same thing as above. 
After 5-7 days, when I did not hear back from him, I sent him a reminder email. 
He responded that he told me it was not his responsibility but that of First Citizen 's bank. He had ONCE MORE FAILED to follow up on this concern.I corrected him on the point regarding his assurance to contact First Citizen 's bank and resolved to call on my own. 
On XX/XX/XXXX, I called first citizen 's bank and spoke to a customer service rep who took notes and just told me that '' when I signed up to use their payment system I agreed to pay for any returned check '' I told him that was the case, but that pre-supposes the check hit my account and the account had no funds to cover. 
He did not listen or try to resolve the matter and finally told me it was up to my XXXX XXXX association and I should contact XXXX XXXX.