Consumer complaint received 2025-11-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: FIRST CITIZENS BANCSHARES, INC.
State: AZ

Complaint narrative:
Below is a email sent to all parties involved that recieved no response what so ever. 

To Whom it may concern, My time started a few years ago with a phone call from XXXX XXXX for some equipment financing. Right at the perfect time during or shortly after covid we were expanding and my forklift was XXXX. 
XXXX was able to hop right in and get me exactly what I needed. 
When I was XXXX payments in and still have not received the equipment he was able to reach out and get the company to stop using covid as an excuse and get us what we needed. 

A yr later I was offered a pre qual for section XXXX and was going to use it to buy a truck needed for making deliveries and doubling as a vehicle we could take to shows and show case our work. I took the pre qual to the dealer they passed me the keys and I left instantly. 
Unfortunately I was not told there was vehicle limitations ( no raptors and no XXXX, literally the only XXXX vehicles I was looking at ) and since I had driven the truck there would have been more $ out of pocket since there were already XXXX miles on the car. This then had to be put on my personal credit even though it is exclusively used for and even stays at the shop. I did state these were the trucks I was looking at prior and the issue wasn't noticed until underwriting and got rejected. 

Not the end of the world it does still serve its purpose we get phone calls from it all the time just affect my personal DTI. 

fast forward XXXX I am on the hunt for a building and equipment and expansion. I am about to drain every ounce of capital in order to make the move happen knowing I will need to borrow money soon, XXXX XXXX my tax attorney only to find out he has disappeared with out a trace and I am still XXXX back on filing. I reach out to XXXX and he puts me in XXXX with another rep who was able to put me in contact with a customer who is a accountant/ bookkeeping service and I couldnr be happier. Within 6 months they were able to catch up reconcile and caught up with my Taxes. 

XXXX also helped in financing a oven shortly after everything was smooth as usual months later I had a warranty issue and was getting sand bagged on support from the manufacture, once again XXXX saved the day and the issue was resolved on the manufactures end in due time. 

XX/XX/XXXX the XXXX in capital I left my self to get by while having XXXX properties now vanished in a month. With the XXXX still not done my current bank was useless in any kind of lending, I reached out to XXXX once again for help and XXXX $ with in 2 days no problem. 
This helped tremendously and after the dust settled I thought why am I wasting my time at XXXX XXXX when XXXX XXXX bank is always there. So I made the decision to switch any and all products over. 

XXXX put me in contact with XXXX XXXX who was a big help at first I explained what I wanted and needed ( XXXX credit line, and truck into the business name he assured he could do ) I also wanted to move my personal accounts over as well so he put me in XXXX with XXXX. 
I beleive XXXX did the initial set up but since there was a branch close we went into Sun XXXX where my wife and I met XXXX XXXX. We were finally able to put a face to the bank and she was super helpful in setting everything up and explaining products. 

First experience after accounts were funded and $ was moved were not too impressive. The app is clunky transfers take forever and the account available balance is completely wrong once the ball is rolling. Check deposits take forever, I asked about a check machine from both XXXX and XXXX and nothing ever moved forward with it so I eventually chalked it up to I will deal with the delay. ( I was explained something about a different tear of checking and once I had more capital the check machine would be XXXX $ a month. Once I hit that tear I inquired again nothing moved forward ) Now XXXX ready to switch the truck and ask for the line of credit, and use a money market account that XXXX had expressed a XXXX % rate. I went into XXXX to set all this up since she now seems to be my helpful point of contact. At this point I was told money market is personal only and 4 % rate. I know no better so I agree and move the XXXX 

For the rest I was passed off to XXXX XXXX filled out my financial submitted all info he agreed that he can do everything I was promised it took XXXX from the time all my info was submitted to pull credit. 
I had inquired XXXX between the time everything was submitted and the credit was actually pulled. Then another week before I was DENIED IT ALL. I was told I had no business credit other that some quickbooks loans. ( this means the previous XXXX products I have with you are not reporting. ) XXXX assures they are XXXX can not see them. I was also told by XXXX and XXXX My industry is high risk with no further explanation and have asked for a copy of my credit report XXXX and still have not recieved it. 

After this the time had come to close my account I wiped them all over a weekend and it took over a week for the dust to settle. I made sure for the current loans I have with you to have come out of my new account XXXX weeks prior to the due date I had confirmation it was done and NO it delayed my account closure yet again as well as a auto pay XXXX $ ( I forgot comes out Sunday did not hit account until Wed ) So in the end my complaint is a few things : Clearly XXXX hand of the bank doesn't know what the other is doing, let alone the finger on the same hand. There is a lot of confusion and clearly different policies based on who I talk to per department or branch. 

Available balance XXXX % inaccurate all the time. I check it every morning based on bills I have on my calendar and most of the time they do not clear until XXXX days later I even had a debit card purchase not register on the ledger unti 3 days later I was told for my equipment payment, a IN HOUSE XXXX, didn't pull from the new account because it was already drafted. so again I have documented the change being made XXXX weeks prior to my draw date. so that means for a in house ACH it takes XXXX weeks to process. 

I was told by XXXX, XXXX, and Collections that complaints have been filed but I have not been contacted by anyone with a resolution as well as I have contacted customer service and they show no complaints being filed. So I was basically out right lied to there. 

I really wanted a nice wholesome XXXX on XXXX relationship with a bank or banker. I know our current cash flow of XXXX a month isnt much but I was hoping to grow with a bank willing to be a partner. This experienced ruined any hope of that with any bank in the future. I ended up moving all my capital into XXXX XXXX stable going where my daily balance out of operating gets a 4.25 % APY BUT is paid out daily not monthly. I am able to lend capital into a pool for 12 % ROI every XXXX days and every transaction and transfer takes seconds, not days. 


I have begun the process of filing a complaint with Consumer Financial Protection Bureau, The Office of the Comptroller of the Currency, FDIC, and your ethics Point. Whether that goes any where or not we will see but it is clear and obvious it hasn't gotten any where from my initial Complaints. XXXX did offer to help as well as XXXX but after this all unfolded the way it did I had no confidence. There was also a massive easy fraud loop hole uncovered during all of this that made me feel my money wasnt protected at all. 

Best of luck to you all, The people I dealt with were great but the bank as a whole and the way it is structured is nothing short of a train wreck.

Company response to consumer: Closed with monetary relief