How to Contact First Citizens BancShares Customer Service

Trying to get in touch with First Citizens BancShares? It can feel like trying to get Taylor Swift tickets sometimes, a whole lot of waiting for a human. Many people run into issues with unexpected account fees or just navigating the website after the recent bank mergers. According to the Better Business Bureau, confusion over account access is a common headache. You can reach them by phone at 1-888-323-4732, through their in-app secure messaging, or via their social media on X (@FirstCitizensB). Before you dive in, here’s a straightforward guide to get your problems solved. Visit the official First Citizens BancShares site for more info.

Last Edited on 01 Nov, 2025

Olivia Harper, Senior Content Manager

7 min read

Different Ways to contact First Citizens BancShares

Contact Method	Details & Availability	Best For
Phone Support	1-888-323-4732 (Mon–Fri, 7 am–11 pm ET; Sat–Sun, 8 am–8 pm ET)	Urgent issues, fraud reports, complex account questions
Digital Banking Support	1-866-323-4248 (Same hours as general support)	Technical problems with the app or website
Secure Message	Via Online & Mobile Banking	Non-urgent account-specific questions, document submission
Branch Visit	Use the branch locator on their website	In-person services, opening accounts, notary services
Mail	First Citizens Bank, PO Box 2360, Columbia SC 29202	Formal complaints, official correspondence

Customer Support Channels

📞 Phone Support

Getting a person on the phone is often the most direct route. Be prepared for their automated system, it can be a bit of a journey.

Department	Phone Number	Hours (ET)
General Customer Service	1-888-323-4732	Mon–Fri: 7 am–11 pm, Sat–Sun: 8 am–8 pm
Digital Banking Support	1-866-323-4248	Mon–Fri: 7 am–11 pm, Sat–Sun: 8 am–8 pm
Report Lost/Stolen Card	1-888-323-4732	24/7

📧 Email Support

First Citizens doesn't really advertise a public email for general support. It's a security thing. Instead, they push everyone to use their secure messaging system once you log into your account. It's basically email, but safer.

Purpose	Method	Notes
General Inquiries	Secure Message Center	Requires login to Online or Mobile Banking. Avg. response: 1-2 business days.

💬 Live Chat or Website Bot

Their chat support is a bit hidden. You typically have to be logged into your Digital Banking account to see the option pop up. It often starts with a bot that can handle simple stuff like checking your balance or finding transactions. If it can't help, it's supposed to escalate you to a live agent during business hours. Sometimes the option just isn't there, which is frustrating.

📱 In-App Support

Both the iOS and Android apps have a built-in Secure Message Center.

Log in to the First Citizens Mobile Banking app.
Tap on the 'More' or 'Menu' icon.
Look for 'Messages' or 'Contact Us'.
From there, you can compose and send a secure message directly to their support team.

Estimated Response Times from First Citizens BancShares

Method	Expected Wait Time
Phone	5-30 minutes (can be longer during peak hours)
Secure Message	24-48 business hours
Live Chat	2-15 minutes (once you get past the bot)
Mail	7-10 business days for a response

Tips to Reach Support Faster from First Citizens BancShares

Call early or late. Try calling right when they open (7 am ET) or during the last couple of hours before they close. Avoid the lunchtime rush (12 pm - 2 pm ET).
Use the right number. Calling the Digital Banking line for a simple account question might just get you transferred. Make sure you're calling the correct department from the start.
Navigate the IVR smartly. Listen for keywords like "representative" or "customer service." Sometimes, pressing '0' repeatedly can get you to a human faster, but this trick doesn't always work.
Use Secure Messaging for non-urgent issues. If your question can wait a day, sending a message saves you from sitting on hold. It also creates a written record of your conversation.

Before You Call: What to Have Ready

Don't get stuck fumbling for info. Before you even dial, grab these things. Trust me, it makes the whole process less painful.

Your full account number. Not just the last four digits. Have the whole thing ready.
Your Social Security Number (or Tax ID). They will almost certainly ask for the last four digits to verify your identity.
The email and phone number associated with your account. Simple, but they need it for verification.
Details about your issue. If it's a transaction dispute, have the date, amount, and merchant name written down. No one wants to be that person saying 'uhhh, I think it was last Tuesday?'

Where to Quickly Solve Problems with First Citizens BancShares

If Your Problem Is...	The Best Contact Method Is...	Pro Tip
An incorrect fee or charge	Phone Support (1-888-323-4732)	Agents on the phone have the most authority to waive fees or issue immediate credits. Be polite but firm.
App or website is crashing	Digital Banking Support (1-866-323-4248)	These reps are trained for tech issues. Tell them your device type (e.g., iPhone 14, Chrome browser) to speed things up.
You forgot your password	Website Self-Service ('Forgot Password' link)	This is way faster than calling. Don't waste your time on hold for a simple password reset.
You need to file a formal complaint	Secure Message or Mail	A written record is your best friend. Start with a secure message. If that fails, send a certified letter.
General question about your balance	Mobile App or Automated Phone System	The app is instant. The automated phone system can tell you your balance without making you wait for a person.

Additional Helpful Links for First Citizens BancShares

How Pine AI Can Help You Save Time Contacting First Citizens BancShares

Tired of waiting on hold with First Citizens? Let Pine AI handle it. We can help manage your subscriptions and contact customer service for you. Our service is designed to save you time and eliminate the frustration of navigating phone trees and long wait times. Get back to your life and let us deal with the hassle. It's fast, secure, and straightforward.