First Citizens

Report Card
Overall Grade
Mortgages Grade
Bank Account Services Grade
First Citizens is rated overall in the top 98 percentile (out of 100) based on 83 customer complaints.


Complaints Currently In-Progress
Complaints per $100K of Deposits4.5
Complaints Resolved in a Timely Manner100%
Resolutions Disputed by Customer24.1%
Average Time Until ResolutionUnknown

Financial Report

Owner CorporationFirst Citizens Bancshares, Inc.
EstablishedJanuary, 1898
FDIC InsuredJanuary, 1934
FDIC Certificate #011063
Number of Branches397
Total Assets$21.6 Million (48th)
Total Deposits$18.4 Million (42nd)
Total Equity$2.1 Million (54th)
Quartarly Net Income$29.4 Thousand (64th)

Contact Information

Corporate Headquarters
239 Fayetteville Street
Raleigh, NC 27601
United Statesflag
Data Summary
First Citizens logo

Grade Summary

Overall, First Citizens received a grade of "A" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. First Citizens is rated "A" in Mortgages, and "B+" in Bank Account Services. Click on any of the financial products to see how First Citizens compares.


First Citizens has received 83 consumer complaints since December, 2011 – more than 91% of other banks.

Of those complaints, 100% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' First Citizens meets the 60-day response deadline more frequently than 85.2% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 24.1% of customers dispute First Citizens's response to complaints — worse than 76.3% of other companies.

Most of First Citizens's customers complain about bank account or services with the primary issue being "account opening, closing, or management."

First Citizens is primarily a commercial bank with a commercial lending specialization. First Citizens is based in Raleigh, North Carolina and is the 48th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, First Citizens receives far more complaints than most other banks. First Citizens recieves more complaints per customer than 97% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against First Citizens
#Financial ProductSub-ProductComplaint IssueComplaint Count
1Bank account or serviceChecking accountAccount opening, closing, or management14
2Bank account or serviceOther bank product/serviceAccount opening, closing, or management11
3Bank account or serviceChecking accountDeposits and withdrawals9
4Bank account or serviceChecking accountProblems caused by my funds being low6
5MortgageOther mortgageApplication, originator, mortgage broker6
6Bank account or serviceChecking accountMaking/receiving payments, sending money5
7MortgageOther mortgageLoan modification,collection,foreclosure5
8MortgageOther mortgageLoan servicing, payments, escrow account4
9Bank account or serviceSavings accountAccount opening, closing, or management3
10Bank account or service(CD) Certificate of depositAccount opening, closing, or management3
Responses From First Citizens
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation8080 (100%)18 (22.5%)
2Closed with monetary relief77 (100%)0 (0%)
3Closed66 (100%)0 (0%)
4Closed with non-monetary relief55 (100%)0 (0%)
5Closed without relief55 (100%)3 (60%)
Complaints over the Past Year