Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIRST CITIZENS BANCSHARES, INC.
State: SC

Complaint narrative:
My name is XXXX XXXX and I opened a checking account with XXXX XXXX XXXX  in XXXX, XXXX  ( account no. XXXX ). In XXXX, XXXX, I discovered XXXX unauthorized charges to this account, totaling {$19.00}. I advised the Bank of these unauthorized transactions, and did so again in XXXX, XXXX, when there were XXXX unauthorized transactions, totaling {$140.00}. All of the transactions during those XXXX XXXX, and all of the subsequent fraudulent transactions referenced in this Compliant, were labeled XXXX XXXX  XXXX. In XXXX, XXXX, the Bank gave the account credit in the amount of {$59.00} with respect to these transactions. However, the Bank, being aware of these fraudulent transactions, continued to debit them from my account. For the period of XX/XX/XXXX through XX/XX/XXXX, there were a total of XXXX of fraudulent transactions, totaling {$990.00} ( in XXXX, XXXX alone there were XXXX fraudulent transactions totaling {$760.00} ). I met in person with XXXX XXXX, an officer of the Bank, in his office and spoke with him over the telephone about these transactions ( phone no. XXXX ). He and I also spoke on a joint telephone call with the Banks Fraud Control department and a Dispute Case ( no. XXXX ) was opened. Additionally, on XX/XX/XXXX, at the direction of XXXX XXXX, I opened a new checking account with the Bank ( account no. XXXX ; I have attached as Exhibits to this Complaint copies of the account statements given to me for both account for the period referenced herein, except that The Bank did not give me a copy of my XXXX, XXXX statement and I do not have access to my account to obtain a copy of that statement ) and during the period of XX/XX/XXXX through XX/XX/XXXX, I deposited a total of {$1200.00} into the new account. The following fraudulent transactions, to the same payee identified above ), thereafter occurred in the new account : ( XXXX ) XX/XX/XXXX - XX/XX/XXXX, XXXX fraudulent transactions totaling {$240.00} ; ( XXXX ) XX/XX/XXXX- XX/XX/XXXX, XXXX fraudulent transactions totaling {$390.00} ; and ( XXXX ) XX/XX/XXXX, - XX/XX/XXXX, XXXX fraudulent transactions totaling {$320.00}. The Bank debited my account for these fraudulent transactions even though the Bank, including its Fraud Control department, were on notice that any XXXX XXXX  XXXX transactions were not authorized by me and were fraudulent. On XX/XX/XXXX, XXXX XXXX and I again spoke jointly with the Banks Fraud Control department and a new Dispute Case, no. XXXX, was opened. Further, XXXX XXXX told me the Bank had locked my account and would not release any funds in my account to me unless and until I had my personal computer scanned for viruses. On XX/XX/XXXX, I had my personal computer checked for viruses by the XXXX XXXX at XXXX XXXX in XXXX, XXXX. I have attached a copy of the XXXX XXXX  Work Order, dated XX/XX/XXXX, to this Complaint. I paid out-of-pocket {$160.00} ( {$140.00} + XXXX XXXX  ) to have my computer checked for viruses as required by the Bank. No viruses or other malicious software was found on my computer. XXXX XXXX required that I show him the work Order and receipt from XXXX XXXX, which I did. Thereafter, on XX/XX/XXXX, the amount of {$1000.00} was credited to my account in connection with the Dispute Case XXXX. When I accessed my account online there was nothing to indicate this was a provisional credit and not until the end of XXXX did XXXX XXXX tell me the credit was provisional. On XX/XX/XXXX, I withdrew the {$1000.00} from my account. On XX/XX/XXXX there were XXXX more fraudulent debits to my account, with a XXXX  on XX/XX/XXXX. I was not provided by the Bank with copies of any statements for my account after XX/XX/XXXX. After that date I met with XXXX XXXX again and he told me that my account was safe and that I could use it again. I thereupon deposited {$250.00} into my account and, on the same date, the Bank took the entire {$250.00}, having reversed the prior credit. Upon information and belief, I believe that XXXX XXXX deliberately told me it was safe for me to deposit the money, knowing, as I did not, that the Bank had reversed the credit. On XX/XX/XXXX, I and my XXXX  ( XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ) spoke with XXXX in the Fraud control department, and to her supervisor, XXXX. XXXX told us she was escalating the matter by filing an internal complaint ( complaint no. XXXX ). On XX/XX/XXXX, XXXX in Customer Protection, told us that the Bank was denying my dispute claim. Thereafter, I received XXXX overdraft notices in quick succession from the Bank, both in the amount of {$750.00}. The Bank then placed this matter with a collection agency, XXXX XXXX XXXX XXXX XXXX. I have advised the collection agency that I dispute that I owe anything to the Bank and have filed this Complaint with the CFPB. I also received, on XX/XX/XXXX, a letter from XXXX XXXX, advising me that in XXXX, XXXXmore than XXXX XXXX earlier-that my data had been stolen by a cybercriminal. I have attached a copy of this letter to my Complaint. At all times I worked with the Bank to ensure that the fraudulent activity in my account was stopped, going so far as to open a new account with the Bank and having my personal computer checked for virus, etc. Yet, as stated above and supported by my Exhibits attached to this Complaint, the Bank continued during this period to debit at least

Company response to consumer: Closed with explanation