Consumer complaint received 2025-12-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: FIRST CITIZENS BANCSHARES, INC.
State: CO

Complaint narrative:
XXXX CIT Bank Fraud and Account XXXX as of XX/XX/year>. 
I received an email from CIT Bank on XX/XX/year> at XXXX pm stating : XXXX or more of the phone numbers you have on record with us were recently changed online. If you did not change a phone number online, please contact us immediately. Please do not respond directly to this e-mail message. To contact us, please use online banking to send us a secure message or call us at XXXX At XXXX XXXX, I called CIT Bank after receiving the email regarding phone number change. The woman ( unknown name ) I spoke with said that she didnt see any phone number change on her end. 
This raised a red flag and I ended the phone call. 
I called again at XXXX XXXX, and the log-in was successful, the woman I spoke with was encouraging me to change my login password and said that she would assist me if I provided my SSN number and XXXX, this isnt proper protocol and ended the call. 

I called again at XXXX XXXX  and spoke with XXXX, who walked through the log-in process. When I was prompted for SMS code to my phone, the phone number on file was not mine. XXXX said that is a breach of my account and to change my username, email address and password. XXXX then suggested I put a hold on my account to be safe, which I did. 
The next morning of XX/XX/year> at XXXX am, I spoke with XXXX. He stated that he saw the hold but the XXXX did not properly complete their protocol and did not report the incident to the fraud department. 
He said that it has now been reported to the XXXX Department and they would contact me within XXXX and XXXX hours. He also said that no transaction in or out of my account would go through. 
I logged into my XXXX XXXX  account and the pending transaction did if fact go through. 
I called again at XXXX XXXX  and spoke with XXXX at CIT Bank to report that the pending transaction did go through and he said that it was ok, but no more transactions should follow, either into or out of the bank. 
I received another call on XX/XX/year> at XXXX XXXX  from XXXX who left a voicemail to call him back. I called back at XXXX XXXX, the woman ( name unknown ) said she needed to ask about specific transactions before should would transfer me to a XXXX, I answered her question with regard to the pending transaction and a previous deposit. She hung up before I was able to speak with a XXXX. She said the issue was escalated to the XXXX XXXX and that they would call me back with XXXX - XXXX Hours. 
On XX/XX/year>, I called again at XXXX XXXX and first spoke with XXXX who transferred me to XXXX a supervisor. XXXX asked the usual security questions but said that I had to answer a XXXX minute Q & A from information she had from public records. I was instructed to answer XXXX questions about past residences, address numbers and street names of previous residences. She said that she couldnt move forward with helping me if I didnt answer properly. I answered the recorded questions and she said that we could move forward with setting a new password, create a verbal password, an update email but instructed me to have my PC cleaned by an outside source in order to continue the process to access my account. She said I would then be able to call back and ask for a supervisor and they would help me access my account. Also, that I would need to create a new account and I would have to transfer back the money that was transferred to my outside bank ( XXXX ).

Company response to consumer: Closed with explanation