Complain About First Citizens BancShares - File a Complaint Today

Stuck in a First Citizens Bank customer service loop? You are definitely not alone. Their Trustpilot score is a shocking 1.3 stars, with a staggering 92% of reviewers giving them the lowest possible rating. It's a mess. The Better Business Bureau has logged over 1,100 complaints against them in just the last three years, flagging major issues with poor customer service, account access problems, and incorrect billing. People are just trying to manage their money, and instead, they're getting hit with endless hold times and unhelpful responses. It feels like they just don't care once they have your business. If you've had enough, you've come to the right place. Visit First Citizens BancShares

Last Edited on 03 Nov, 2025

Olivia Harper, Senior Content Manager

6 min read

Best ways to complain to First Citizens BancShares

Contact Method	Details & Availability	Why use this instead
Phone	1-888-323-4732 (General Support, Mon-Fri 7am-11pm ET, Sat-Sun 8am-8pm ET)	Best for urgent issues like fraud or locked accounts.
Secure Message	Via Online Banking Login	Good for non-urgent, detailed complaints where you want a written record.
Mail	First Citizens Bank, Attn: Customer Service, PO Box 27131, Raleigh, NC 27611-7131	Use for formal, documented complaints. It's slow, but creates a paper trail.
Social Media	Twitter: @firstcitizens, Facebook: /firstcitizensbank	Best for getting a public response, but they'll likely just ask you to DM them.

Estimated Response Times from First Citizens BancShares After Complaining

Good luck getting a quick answer. Honestly, their 'estimated' times feel more like a suggestion.

Method	Expected Wait Time
Phone	5 - 45 minutes (be prepared for transfers)
Secure Message	24 - 72 business hours
Mail	7 - 10 business days
Social Media	4 - 24 hours

Tips to Get a Quicker Response from a Complaint

Call early. Try calling right when their lines open at 7 AM ET to avoid the midday rush.
Have everything ready. Your full account number, date of the transaction in question, and any previous reference numbers should be on hand.
Use keywords. When you speak to an automated system or a person, use clear phrases like "file a formal complaint" or "dispute a charge."
Stay calm but firm. Getting angry rarely helps, but being assertive and clear about what you want shows you're serious.
Keep it simple. Don't tell your life story. State the problem, what happened, and what you want as a resolution. That's it.

How to Escalate Your Complaint

If First Citizens isn't resolving your issue, it's time to go over their head. You must usually try to resolve it with them first, but after that, bring in the regulators.

1. Consumer Financial Protection Bureau (CFPB)

What it is: A U.S. government agency that protects consumers in the financial sector. Banks are required by law to respond to CFPB complaints.
How it works: You file a complaint on the CFPB website. They forward it to First Citizens and require a timely response, typically within 15 days.
Outcome: Most people see resolution after a CFPB complaint. The bank might offer a fee waiver, correct an error, or provide a detailed explanation.

2. Better Business Bureau (BBB)

What it is: A non-profit organization that collects and provides reviews of businesses.
How it works: File a complaint on the BBB website. The BBB forwards it to the company. The process is public, which can motivate a response.
Outcome: The BBB works, but prepare to wait. First Citizens usually responds, but it can feel less official than the CFPB process. It's a good option for public pressure.

Email Template to Complain to First Citizens BancShares

Subject: Formal Complaint: Unresolved Fee Dispute on Account # [Your Account Number]

To Whom It May Concern,

This is my third attempt to resolve an incorrect overdraft fee charged to my account on [Date]. I have already spoken with customer service representatives on [Date of first call] and [Date of second call], with no resolution (Reference # [If you have one]).

On [Date], a fee of [$Amount] was charged to my account. This charge is incorrect because [briefly and clearly explain why, e.g., 'the initial transaction was declined' or 'I had sufficient funds at the time']. This has been a significant inconvenience and has wasted a considerable amount of my time.

To resolve this, I need you to issue a full refund of the [$Amount] fee to my account immediately.

Please be aware that if this is not resolved within 5 business days, my next step will be to file a formal complaint with the Consumer Financial Protection Bureau (CFPB).

Thank you for your prompt attention to this matter.

Sincerely,

[Your Name] [Your Phone Number]

Additional Helpful Tips to get Your Complaint Resolved

Ask for a supervisor immediately. If the first-level support agent is not helping, politely but firmly ask to speak with a manager or supervisor.
Get a reference number for everything. Every call, every chat. This creates a trail and holds them accountable.
Mention the CFPB. Casually dropping "I'm considering filing a CFPB complaint" during a phone call can sometimes magically unlock a supervisor's ability to help you.
Check Reddit. Seriously. The r/banking subreddit often has threads where users share specific tactics that worked with banks like First Citizens, including which departments are most helpful.

Let Pine AI Help Raise the Complaint to First Citizens BancShares

Tired of explaining your issue for the fifth time, only to be put on hold again? Sound familiar? The endless loop of customer service transfers and generic email responses is designed to make you give up. Don't.

Instead of wasting another hour listening to hold music, let Pine AI handle it. We'll draft the complaint, contact the right people, and manage the follow-ups. No more repeating yourself. No more frustration. Just give us the details and we'll take it from here. It's time to get your problem solved without losing your sanity.