Consumer complaint received 2024-07-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: FIRST CITIZENS BANCSHARES, INC.

Complaint narrative:
I'm a non-resident alien living in XXXX. I neither have a XXXX TIN nor do I pay taxes in the XXXX. 

I'm holding an account at First Citizens Bank, XXXX XXXX, XXXX XXXX XXXX, XXXX, CA XXXX Due to reciprocal tax arrangement between XXXX and the XXXX, I am subject to reporting my XXXX XXXX accounts and revenues to the tax authorities in XXXX. 

Such reporting is based on US Form 1042-S which - according to the American Tax Law - should be provided to any non-resident alien no later than XX/XX/XXXX of the year following the tax year in question. 

In XX/XX/XXXX, First Citizens Bank sent me a Form 1099-INT for XXXX. This, of course, is the wrong form and using it might get me in trouble with the XXXX tax authorities. 

For four months now, I have been begging for my XXXX Form 1042-S to no avail. The bank 's customer service and the branch where I keep my account have been worse than worthless in helping rectify this violation of American Tax Law. 

Since XX/XX/XXXX, I have been emailing the bank 's customer service and asking for my XXXX Form 1042-S. 

Based on their bizarre responses, it would appear that they did not bother to read any of my emails. For example, on XX/XX/XXXX, they wrote : " You do not have credit with our institution. You only have a debit card '' ... 

When they failed to provide the form, I repeated my requests on XX/XX/XXXX, XXXX, and XXXX, at which point they falsely promised me that " XXXX tax form will arrive to your location within the next XXXX business days. '' It is now more than three months after this false promised was made and the form is still not here. 

On XX/XX/XXXX, I emailed the bank again. Their response : " The form was sent to your location. '' Needless to say, I did not receive the form. 

My XX/XX/XXXX email - notifying them that I did not receive any form- garnered the following response from them, on XX/XX/XXXX : " Please find attached a blank XXXX form which we have been advised needs to be submitted to assist in resolving this matter. 
I have contacted the XXXX XXXX and they are aware of this situation. Please send the completed XXXX to Branch Manager XXXX XXXX and Operations Supervisor, XXXX XXXX. Once they receive the form, they can forward it to the appropriate department to correct the status of your account. 
Once the XXXX has been received by the appropriate department, they will make corrections to the XXXX and have a XXXX generated. '' At this point it is beyond clear that the bank 's customer service is not only lying, but are well out of their depth, incompetent, and negligent. I say this because I submitted a Form XXXX to them back in XX/XX/XXXX!!! Regardless, I decided to cooperate and on XX/XX/XXXX, emailed the bank executives mentioned above, XXXX XXXX and XXXX XXXX, the requested Form XXXX for both my wife and myself. 

Neither of these two executives bothered to respond to my email. In my desperation, I asked a close friend, who also banks at this branch, to approach XXXX XXXX on my behalf. After three weeks of false promises and inaction, he stopped taking her calls. When she finally caught him on the phone, he claimed that by talking to her on my behalf he was doing both of us a favor! 

On XX/XX/XXXX, I emailed customer service again ; on XX/XX/XXXX, they responded, " We have emailed Branch XXXX XXXX XXXX and Operations Supervisor, XXXX XXXX to follow up with you immediately. '' To date, I have neither heard from any of the executives nor have I received the form. 

I hope you conduct a proper investigation and penalize First Citizens Bank and its executives for this appalling breach of the American Tax Law.

Company response to consumer: Closed with explanation