Consumer complaint received 2026-03-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: FIRST CITIZENS BANCSHARES, INC.
State: MA

Complaint narrative:
Demand for Investigation Dear CFPB Complaint Resolution Team, I am formally reopening this complaint due to material inaccuracies in First Citizens Banks XX/XX/year> response letter. The banks assertionsthat I refused to provide identification, became irritated, or failed to cooperateare false and contradicted by the facts. I request an immediate, independent investigation. The facts are as follows : On XX/XX/year>, I arrived at the XXXX XXXX XXXX branch for a previously scheduled appointment. I had already emailed my drivers license and passport prior to the visit. During the meeting, the associate ( the only individual present besides XXXX ) requested my identification ; I presented it at the table. He stepped awaypresumably to make a photocopyand returned, confirming to XXXX that the documents had previously been received via email and that my business appeared legitimate. The originally assigned associate was not presenthe had apparently been out of the branchso only XXXX and this XXXX associate conducted the meeting. Despite the scheduled appointment, neither was aware of my arrival upon entry. I had paid for parking and proceeded regardless. The meeting lasted approximately XXXX minutes. Both XXXX and the associate held only XXXX pieces of scrap paper, jotting notes informallynothing resembling standard professional documentation. This unprofessional setup, combined with unusually probing and accusatory questions, prompted me to ask if I could record the conversation for my own records. XXXX immediately expressed discomfort, stating she felt uncomfortable. I promptly withdrew the request, indicating we could continue without recording. She nevertheless terminated the meeting abruptly, appearing visibly upset. During those ten minutes, XXXX explained that XXXX XXXX is not a walk-in bank : they market exclusively to their existing clientspresumably high-income individualsand do not typically accept unsolicited applications. She stated that people usually dont walk in, that the XXXX XXXX XXXX location is intentionally low-profile ( not appearing in XXXX searches ) XXXX and that this is by design. She implied my presence was unusual and raised red flagsparticularly because I had contacted multiple branches. My outreach to other branches was not suspicious : I needed to speak with a business manager during weekday hours, which overlap with my own work schedule. When one branch was unavailable, I tried the nextstandard practice for any customer. Yet XXXX framed this as evidence of irregularity, alongside statements that individuals funnel money all the time and that my profile had been flagged. No questions were asked about future clients, business plans, deposits, or income. She never specified any minimum deposit, income threshold, or other prerequisitesonly lectured on the banks exclusivity. My perceived urgency stemmed solely from the need to complete the process during business hours. This is not suspicious conduct ; it is practical. On XX/XX/year>, branch manager XXXX XXXX contacted me by telephone and stated only that the account would not be openedno rationale was provided. The banks current claim of refusal to provide identification is contradicted by the record. I have complied fully with all requests and remain prepared to provide any additional documentationarticles of organization, EIN, tax returns, client lists, or otherwisethrough retained counsel. I never denied or withheld any information about my business. Additionally, I am unclear whether I am barred from opening even a personal checking or savings account. The banks response provides no clarity on this point. The banks conduct raises serious concerns about fair treatment and potential discrimination. Whether based on race, perceived socioeconomic status, demeanor, or the banks self-described exclusivity, the patterninformal documentation, abrupt termination upon a reasonable request to record, insinuations about my financial standing, and subsequent misrepresentationsuggests unfair selection of customers. If the bank presumes I lack sufficient deposits, income, or legitimacy without evidence, that is no different from arbitrary exclusion in any service industry. I respectfully request : An immediate, independent investigation into the branchs conduct, including XXXX statements on exclusivity, the handling of walk-in applications, and the overall process Production of all relevant internal records : notes, emails, call logs, appointment logs, marketing materials, and witness statements A clear, documented explanation : Why has my application for a business checking and/or savings account been denied? Am I barred from opening any accountpersonal or businesswith First Citizens? If not, what specific information or prerequisites are required? This complaint will be pursued further, including through small claims court if necessary. I will not withdraw absent complete resolution. Please reopen and investigate promptly. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation