Consumer complaint received 2025-03-27 00:00:00
Product: Debt collection — Mortgage debt
Issue: Took or threatened to take negative or legal action — Seized or attempted to seize your property
Company: FIRST CITIZENS BANCSHARES, INC.
State: SC

Complaint narrative:
In XX/XX/XXXX, I took out a home equity loan on our home for necessary XXXX with XXXX XXXX XXXX. After banking with them for years, I mistakenly felt safe with this bank. After paying the monthly due payment for XXXX years, I noticed the payment amount continued to rise. Looking through statements, I saw consistent, extraordinary fees and an unexplained interested increase. I contacted the branch where the loan was signed and was told that the loan XXXX would call back. I never received a call back. I continued to call and go to the bank in attempts to speak with the loan officer- without success. Finally, I was able to get through to her via phone. During this conversation I requested to set up a time to meet- she let me know that my rate was fixed, she would look into it as it must be a mistake and advised me to call the loan servicing department in the meantime ( however, she should have advised me to write to First Citizens and formally submit documentation. She gave me incorrect and detrimental advice ). I called the given number several times and spoke with representatives who told me that they would document my concerns while looking into the billing errors. I specifically asked about the loan going into default and/or delinquency credit reporting during this time. I was told not to worry over this as it was documented that I was in contact about billing errors and account would be investigated. On XX/XX/XXXX, XXXX I received a letter from a law firm, XXXX XXXX XXXX XXXX XXXX requesting {$5100.00} immediately- even though payment due on account is {$3000.00} on XX/XX/XXXX. hroughout my multiple calls to XXXX XXXX, beginning in XX/XX/XXXX, I was told multiple times that repercussions would not be sought after or implemented during this time. To this end- my complaints are as follows : Predatory Lending- First Citizens Bank used deceptive tactics to lead me into taking a loan that would prove near impossible and detrimental to repay ... while benefiting the lender. They targeted my pregnant wife and me during an unsure time. Failure to provide customer assistance- First Citizens Bank failed to return phone calls, respond to meeting requests, show up at scheduled meetings and follow through with stated actions regarding the account. Misleading information that is detrimental to consumer- First Citizens Bank gave misleading information regarding repercussions while reportedly actively investigating a billing error. As of XX/XX/XXXX, I have made XXXX appointments with the senior loan XXXX. I have arrived early each time to be told she is double-booked even though I made an appointment. She has not shown up to XXXX meeting. I have been promised a call to reschedule. I have not received a call or been able to schedule an appointment. First Citizens continues to not provide customer support. Over the last XXXX months, I have been misled by representatives and have found it impossible to get information from the appropriate sources. My account is in default due to the lack of response and misleading directives from First Citizens Bank. 

As of XX/XX/XXXX, XXXX I have spoken with loss mitigation who stated that no record was ever made of the account being investigated. Throughout the several calls and visits to the local branch as well as calls to collections, not XXXX employee documented my requests XXXX followed the appropriate protocol regarding customer inquiries into fees, increased interest and debt validation. I spoke with XXXX XXXX XXXX, XXXX and was advised that " nothing I could do except pay '' after explaining the situation and wrong doings. On XX/XX/XXXX, XXXX I attempted to call First Citizens bank XXXX times and left a voicemail for the senior loan officer- again requesting a call back and instructions on how to submit payment. I never received a call back. After speaking with loss mitigation, I was advised to apply for mortgage assistance while complaints were looked into. This was the first time that this had been offered. I still received no confirmation that the account is being investigated or that my complaints and requests regarding the account are being addressed.

Company response to consumer: Closed with explanation