Consumer complaint received 2025-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: FIRST CITIZENS BANCSHARES, INC.
State: GA

Complaint narrative:
Hello, To begin the problems started early XXXX when I got a call from my mother that she had received my upcoming replacement debit card. I contacted the bank afterwards to make a complaint & the customer service rep on the phone apologized & said they corrected the issue by dispatching a new card. Days later when I went to make a purchase I could not as the card I had on hand was put in lost/stolen status as a new card was sent. I called yet again to correct the issue where they had to place the new card still in the mail in lost/stolen status in order to get the card I had working. When the new card came I had to call again to correct it. 
Eventually through multiple complaints & XXXX customer service calls the problem stemmed from the fact that when my mother moved she changed her address. My mother was a co-signer on the account when I opened it nearly XXXX XXXX XXXX. First Citizens bought out my original bank XXXX & kept all the data including signers. The bank erroneously changed all accounts to my moms new mailing address & didn't inform me the primary account holder. 
Prior to the debit card issue I had a conflict due to moving on my own. When I contacted the card support they assisted me in resolving the issue but failed to denote or take notice of the mailing address discrepancy. These are issues I raised across the various phone calls regarding the issues and I have complaint numbers as there is no ways for regular customers to contact XXXX XXXX Bank corporate the only way to contact for support is through the card service number. 
After several issues with the bank including customer service support and local branch I have requested they do not touch the account as I intend to close the account but have to balance work with finding a new bank or credit union. However today ( XX/XX/XXXX ) I came home to a letter in my door that was sent overnight on XX/XX/XXXX. The letter is dated on XX/XX/XXXX that First Citizens Bank is going to close my account on XX/XX/XXXX and send me a cashiers check for the amount inside. The letter is signed by XXXX XXXX the Vice President Financial Sales XXXX. 
This directly contradicts my request to them and is a direct attack on making good faith complaints from issues originating from the companies own mistakes. Their own actions put my account at risk of fraud by mailing a card to an address I do not live at. It violates consumer safety issues and feels to me as if they are trying to sweep their own mistakes from view by closing the account prematurely even if it's a hindrance and financial burden to me. It's especially problematic that the letter is dated for the XXXX of XXXX, mailed on the XXXX of XXXX, and arrived on the XXXX of XXXX leaving me a fraction of the time to address the issue. 
I will unfortunately have to take unpaid time off work to resolve any additional issues as I planned to look at a savings account in a credit union beyond a checking account that I have already opened with another bank.

Company response to consumer: Closed with explanation