Consumer complaint received 2026-03-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: FIRST CITIZENS BANCSHARES, INC.
State: NC

Complaint narrative:
Complaint Against First Citizens Bank & Trust Company I am submitting this complaint regarding multiple issues involving my banking relationship, including improper account handling, assessed fees, and a credit application decision that lacked transparency and proper review. I maintain an active business banking relationship with First Citizens Bank and process approximately {$10000.00} per month through my account. Despite this, my recent experience reflects significant concerns regarding internal processes, accuracy, and responsiveness. First, my personal credit application was denied, and I submitted a reconsideration request dated XX/XX/XXXX. I did not receive any formal response to that request. During a branch meeting on XX/XX/XXXX, I was informed that no resolution was available outside of reapplying, which indicates that my request was not meaningfully reviewed. I was also advised that the denial was based on an internal system referenced as XXXX, yet I was not provided with sufficient information to understand or access the data used in making that decision. This lack of transparency is concerning given the impact on my access to credit. Additionally, there was a separate issue involving the handling of a minor account. During my interaction with branch staff, I was informed that the issues related to the account setup and handling were attributed to a former employee who is no longer with the institution. While I understand personnel changes occur, this acknowledgment confirms that the account was not properly established and that internal errors contributed to the situation. Regardless of individual employee actions, I expect the institution to take full responsibility for ensuring accounts are opened correctly and handled in accordance with applicable policies and standards. The account was not properly established as a minor account and was instead opened as a standard checking account. As a result, monthly maintenance fees were assessed. I am including a copy of the account statement showing a XX/XX/XXXXmonthly maintenance fee, as well as the banks own product disclosure, which indicates that minor savings accounts are not subject to such fees. This demonstrates that the account was not set up in accordance with its intended designation and resulted in avoidable charges. When I brought this issue to the attention of branch staff, I was informed that the account had not been set up correctly and that limited options were available to correct it. Due to this handling and lack of resolution, I elected to close the account. The combination of these issues failure to respond to a reconsideration request, lack of transparency in a credit decision, and improper account setup resulting in fees reflects a broader concern regarding internal processes and customer handling. I am requesting the following : A full manual underwriting review of my credit application A detailed explanation of all factors used in the adverse decision, including clarification of the XXXX reference Review and refund of any fees associated with the improperly established account Confirmation that appropriate procedures are being followed in account setup and credit evaluation I am seeking a fair and accurate resolution and expect a formal response. Sincerely, XXXX XXXX XXXX.

Company response to consumer: Closed with explanation