Consumer complaint received 2025-04-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: FIRST CITIZENS BANCSHARES, INC.
State: NC

Complaint narrative:
In XXXX of XXXX XXXX I went to review my account and there were transactions not made by us. 
I called in and the agent went through and totaled about XXXX in payments made from XXXX to XX/XX/XXXX. 
The craziest part was these charges were made by a card that should have closed in XX/XX/XXXX our account was hacked, and closed immediately/ cards closed and then they opened this new account. I was sent a new card but apparently my husbands card from breached account and since I managed the budget didnt realize he still had old card. When my daughter and I traveled for several weeks he had to use a card and although he was supposed to use our other bank card he had misplaced it and had to use our First Citizens. Ultimately the end result was due to him having possession of a card that was transferred to a new account due to someone getting into and logging in our banking portal. 
I called daily begged for escalations and nothing so after Missing mortgage payments, housing costs and any extra money for essential necessities over the holiday weekend I called back again starting that Tuesday when reopened, and no updates no temporary credits given and I continued to call daily and told I would be contacted. That Thursday I was told my claim was denied because there were similar charges on my account and I would get a letter. Immediately I asked the agent to review account and quite literally she had just not included/ missed charges as it all fell in same time period. If they would have called to confirm this like I requested over and over it would not have been missed or been the reason for denial. The agent said she could refile a new claim that reflected these charges and her total resulted in a loss of XXXX. I requested a call from investigating team some kind of a temporary credits given and any updates and got nothing I called daily for weeks upon weeks wrote emails and nothing. No letter of reasons or denials ever came. After some time I finally received another denial stating we had the card used in possession and I was shocked considering this card should have never been linked over as the scammer/theives literally had access to all of the information regarding our account. This was a nightmare, no one would respond or help me do what I needed to do to get this resolved. I continued to reach out but it was highly unproductive. A couple of months later with no results, we received notice that we were also in 2 major health data breaches that included our payment information bank account number and basically our entire lives. The letter indicated the information from these breaches were also consistent with the start of fraudulent activity. I reported this to bank and sent all the requested information and the fraud department. I heard nothing for months wrote another email and then was told by an agent I needed to file a police report before they could move forward and call in when I had the case number. I called and completed this next day and shortly after a super rude and aggressive lady who told me they werent paying it, it was us that had the card and the end. I had just been told they could do nothing until they had this report, I told her but She listened to nothing helped with nothing since you yourself are not able to file your own claims. Its up to the agent to select the proper transactions. I never saw any of these transactions that she selected and upon all of the chaos the account was closed and I no longer had access to be able to go back in through and check to see what total I got on my own. Since the amounts were so different from a to B its quite possible she added things that shouldve been added in there, but how would I know because they never sent anything. They lied over and over and over again continuously put off and surreptitiously denied claims without contacting us to verify and see if we need to re-file. This is not only took money that we needed it put us behind on everything and then quite literally consumed all of my time dealing with waiting on hold multiple case numbers never being called back asking for the supervisor and supervisor advice not being accurate without a doubt the way this was handled was criminal, but not only the people who stole the money but the people who were supposed to protect my money. When I was finally sent a denial letter for the {$21000.00} in XXXX unlike she said it did not list the transactions. I can not verify what they tabulated nor could I see why it was denied. I have XXXXXXXX XXXX  and work a full-time job and this is cost me so much more than just the money I lost. I did not hear about your site until more recently, and I decided that better late than never first citizens allowed my account to be breached not once but twice and literally closed accounts and all sorts of other terrible repercussions for my avid fight for what was ours. This is not debate that we were just speaking with for the first time we had the check account that was closed in XX/XX/XXXX for over 17 years. The last two years of using them as our baking facility, things went bad really fast at first I had put it to the merger with the other bank that they purchased and thinking it was caused by this since I had never had a problem 15 years too I had no idea because they were so eager to shut me down get me out and shut me up. I have fail verse who also have bank accounts there and my mom. Had her account exposed hacked for over XXXX in XXXX. The infrastructure, a place is clearly unstable and security measures are clearly very poor. Somebody needs to do something as we were fortunate to have a family member be able to help us in the end. Save our home from foreclosure others may not have the same luxury and I should never have been treated and talk to the way I did after the amount of years of money that we put in this bank

Company response to consumer: Closed with explanation