Consumer complaint received 2026-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIRST CITIZENS BANCSHARES, INC.
State: NC

Complaint narrative:
I am writing to formally file a complaint regarding my recent experience with multiple First Citizens Bank branches in North Carolina, specifically the XXXX, XXXX ( XXXX ), and XXXX XXXX branches. The handling of my withdrawal requests, the inconsistent information provided, and the way I was treated throughout the process left me feeling frustrated, humiliated, and deeply disappointed as a long-time customer. Last week, I called the XXXX branch to inform them ahead of time that I would need to withdraw a large amount of cash, approximately {$20000.00} {$30000.00}, either on Monday, XX/XX/XXXX or Tuesday, XX/XX/XXXX. I was told that the employee responsible for handling the cash order transfer was out, but that a message would be left for her to contact me. Unfortunately, I never received any callback. Since I had not heard from anyone, I called again around noon on XX/XX/XXXX and spoke with XXXX XXXX XXXX. She informed me that the assigned personnel was out for lunch and would return my call. During that conversation, I was advised that the branch likely would not be able to provide the amount I was requesting. I then asked whether I could simply withdraw the maximum amount available and possibly visit another branch for the remainder. At that point, the lady that does the cash order transfers tone became dismissive and unhelpful, and I no longer felt comfortable continuing the conversation. Hoping for better assistance, I drove to the XXXX branch in XXXX. A young teller initially appeared willing to help. I reduced my request to {$15000.00}, hoping that amount would be easier to accommodate. After checking what appeared to be the branchs available cash, she informed me that they could likely provide {$7000.00} {$8000.00}. Because of the amount, I was asked what the funds were for. I honestly explained that we had an opportunity to purchase property in the XXXX and needed access to funds quickly. I also explained that I had previously attempted a transfer or wire transaction, but it had been cancelled by First Citizens per the remittance company, XXXX Customer Service Representative. Since we are traveling to the XXXX on Wednesday, I considered bringing the funds in cash instead. At that point, the teller warned me that going to multiple branches to withdraw funds could flag me and make it appear suspicious. A supervisor then joined the conversation and suggested alternatives such as a cashiers check or direct wire transfer to the seller. I explained repeatedly why those options were not appropriate at this stage, as the deed of sale had not yet been finalized. Despite spending over an hour discussing the same information repeatedly, I ultimately learned that they would only allow me to withdraw {$1000.00} {$2000.00} maximum far less than what was initially discussed. I was then advised to try larger branches such as XXXX XXXX or XXXX. Following that recommendation, I returned to the XXXX branch instead, recalling that last year my mother and I had previously withdrawn approximately {$5000.00} through teller service without issue. However, when I arrived, the teller immediately asked if I was the customer who had called earlier regarding a withdrawal. Before I could fully explain anything, and tried to tell her that I was hoping to just withdraw {$5000.00} from my account, she abruptly informed me that she could not allow me to withdraw anything from my account. In addition, her facial expressions and overall demeanor came across as rude and condescending, making me feel as though I was being treated like an inconvenience rather than a customer seeking assistance. I no longer felt comfortable continuing the conversation so I immediately left. At that point, I felt completely defeated and decided to seek temporary financial assistance from family members instead. Later, my mother needed to withdraw approximately {$5000.00} {$6000.00} from her own account. Because she previously had an unpleasant experience at the XXXX branch, I drove her to the XXXX XXXX branch instead. While there, she overheard branch personnel discussing that her account was joint with mine and that I had been flagged for visiting multiple branches attempting withdrawals. This was extremely upsetting because : I was never informed that I had been flagged. I only visited multiple branches because your own employees suggested that I do so. I now feel that I was indirectly set up to appear suspicious despite following the guidance provided by your staff. The XXXX XXXX branch staff eventually explained that they were simply trying to protect us from scams, which I do appreciate. However, I found it ironic that while one branch claimed concern about fraud involving cash withdrawals, another supervisor repeatedly pushed me toward wiring money directly to the seller something that could potentially carry even greater fraud risk if not carefully handled. I felt insulted, belittled, embarrassed, and completely blindsided throughout this process. What should have been a straightforward banking transaction turned into an exhausting and humiliating experience involving inconsistent policies, poor communication, and unprofessional behavior. At this point, I am left with several serious concerns : Why was I flagged without being informed? Why was I advised to visit other branches only to later discover that doing so contributed to suspicion regarding my activity? Why were the withdrawal limits and explanations drastically different from branch to branch? Why was I treated in a dismissive and unprofessional manner despite attempting to communicate openly and honestly throughout the process? Most importantly, I would like to know : Is it now pointless for me to continue banking with First Citizens if I can not reasonably access my own funds when needed? I would appreciate a formal explanation regarding what occurred, clarification regarding my account status, and assurance that the conduct and communication issues involved here will be addressed appropriately with the employees and supervisors involved.

Company response to consumer: Closed with explanation