Consumer complaint received 2024-12-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIRST CITIZENS BANCSHARES, INC.
State: NC

Complaint narrative:
Dear XXXX XXXX, Lets be clear. First Citizens Bank accepted a refund on XX/XX/XXXX, well after my account had been closed. XXXX has unjustly withheld these funds for over a year and a half. XXXX neither notified me of this refund nor returned the funds to the merchant. When I followed up, XXXX initially denied even receiving the funds. After filing numerous complaints, XXXX continued to falsely claim they had not received the refund. 

When I involved a regulatory agency, XXXX quietly sent the check to me while I was out of state on vacation. Upon returning when I was informed by XXXX that a check was sent, I requested it be resent by regular mail. I discovered they had disregarded my XXXX request to have the check mailed via regular mail. I had informed XXXX in advance that I would be unable to access the check, as my building requires a key fob for entry, but they mailed it via " signature required '' anyway, which effectively blocked my access to the check. 

Despite my repeated requests to speak with a member of leadership, these were continually denied or dismissed. The " numerous '' individuals XXXX XXXX refers to are part of an anonymous " First Citizens Team '' that signed emails and letters without identifying themselves. This team repeatedly denied the existence of the refund, making it reasonable for me to request to speak with a live representative and leadership. However, in XXXX XXXX months after receiving the refundXXXX escalated the matter by involving an attorney. I found it odd that XXXX would choose an attorney based in Alabama, given their corporate address is in XXXX, XXXX  Naturally, I requested verification that XXXX XXXX was indeed representing XXXX before proceeding. 

On XX/XX/XXXX, I informed XXXX XXXX that I needed to confirm his legitimacy as a representative of XXXX before moving forward. On XX/XX/XXXX, to further complicate matters, a staff member named XXXX XXXX verified XXXX XXXX XXXX  role but provided an incorrect email address for him. 

XXXX has not been forthright in this matter, and I am well within my rights to request clear information regarding my rights. In addition to the delays and obfuscation, XXXX owes me interest on these funds, which they have withheld for far too long. 

I will be sending a letter to XXXX XXXX by XX/XX/XXXX, outlining the next steps. XXXX XXXX XXXX response is misleading, and his use of the term " numerous '' to suggest that several individuals from XXXX have tried to resolve this is disingenuous. The " numerous '' individuals he refers to are part of the ambiguous and unhelpful " First Citizens Team, '' which I found unprofessional at best. 

Additionally, I want to note that XXXX sent me a letter stating, " Your account has been adjusted to reflect this refund. '' This is nonsensical, as I do not have an active account with XXXX, and it is illegal to reopen closed accounts. The letter also mentioned a " credit card operation, '' yet I have never had a credit card or any credit account with XXXX. 

Finally, I have informed XXXX that their option of " wiring '' the money was inappropriate, and I have yet to understand why XXXX XXXX continues to suggest this as a solution. 

Thank you for your attention to this matter. I look forward to resolving this issue promptly. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation